Joy Bollent
Wesley Chapel,FL
Summary
Customer-focused professional with background in enhancing customer experience across various industries. Experienced in handling complaints, processing returns, and promoting services to drive customer retention. Strengths include active listening, problem-solving and empathetic communication skills. Previous roles have involved improving customer satisfaction ratings through timely resolution of issues and personalized service.
Overview
27
27
years of professional experience
Work History
Customer Experience Associate
Kohls Department Store
Lutz, FL
10.2024 - Current
- Resolved customer queries and complaints in a timely manner.
- Assisted customers with product inquiries and order status updates.
- Encouraged customer loyalty by achieving above-average conversions in rewards and credit card programs.
- Managed online fulfillment and ensured timely processing of orders.
- Handled store-wide payment transactions and maintained balanced registers and safe deposits each day.
Sales Associate
Michael Kors
Lutz, FL
11.2015 - 09.2017
- Sold various products by explaining the unique features of a high-end product purchase.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Upsold additional items based on customer interests and needs to increase the store's conversion rate.
Sales Associate
Bath & Body Works
Wesley Chapel, FL
11.2010 - 11.2015
- Recommended, selected and located merchandise based on customer desires.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Processed transactions using a point-of-sale system.
- Provided mentoring, insight, and training to newly hired employees to supply knowledge of various company programs.
Escalated Call Representative
Capital One
Tampa, FL
07.1998 - 08.2004
- Assisted in training new call center representatives on company policies and procedures.
- Promoted available products and services to customers during service and account management calls.
- Answered incoming calls and responded to customer inquiries in a professional manner.
- Handled escalated calls from other representatives when necessary.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Education
Associate of Arts - Communications
Hillsborough Community College
Tampa, FLSkills
- Client advocacy
- Task prioritization
- Computer skills
- Complaint resolution
- Customer relationship management (CRM)
- Money handling
- Problem-solving
- Regulatory compliance
- Phone etiquette
- Financial product sales
References
References available upon request.
Timeline
Customer Experience Associate
Kohls Department Store
10.2024 - Current
Sales Associate
Michael Kors
11.2015 - 09.2017
Sales Associate
Bath & Body Works
11.2010 - 11.2015
Escalated Call Representative
Capital One
07.1998 - 08.2004
Associate of Arts - Communications
Hillsborough Community College
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