Jullyan Sutherland
Olympia Fields,IL
Summary
I am a professional with strong background in customer relations, skilled in communication, problem-solving, and conflict resolution. Known for collaborative approach and consistent achievement of results. Adaptable to changing needs, ensuring seamless service delivery. Proficient in CRM and POS systems, active listening, and building positive client relationships. who is also friendly, outgoing, loyal, and very dedicated individual who loves life and has ambition to succeed.
Overview
16
16
years of professional experience
Work History
Customer Relations Representative
Neiman Marcus
03.2023 - 08.2024
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Collaborated with cross-functional teams to develop new strategies for enhancing the customer experience.
- Handled high-pressure situations calmly, ensuring positive outcomes for both the client and the business.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Monitored overall trends in customer satisfaction levels utilizing data-driven analysis tools.
- Utilized CRM systems proficiently managing key account information, tracking customer interactions, and providing valuable insights for future strategic planning.
- Logged call information and solutions provided into internal database.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
Team Lead Merchandiser
The Revenue Optimization Companies (T-ROC)
12.2021 - 02.2023
- Supervise and lead a team in the assembly of displays/fixtures by following detailed instructions
- Assist retailers with the remodeling of their stores by reading and implementing planograms (POGs), moving fixtures, setting signage, and more
- Remain accessible and have open communication with the team
- Maintain a professional image and appearance
- Build an excellent service relationship with team members
- Manage vendor relationships for current season catalogs, UPC codes, and discrepancies in catalog and merchandise data
- Create and implement POS, build effective relationships with each store to develop superior customer satisfaction
- Review records for accuracy of information and compliance with establish procedures and to determine adequacy of stock levels
- Organize all procedures relate to incoming/outgoing inventory including designing the stockroom layout and developing and implementing asset control procedures
- Increase revenue at multiple organizations by developing and implementing communication strategies to effectively communicate product features and benefits to consumers
- Assist planning teams at retail accounts with plan-o-gram designs
- Maintain system with new and existing item set ups, UPC and pricing
- Conducted regular store audits to identify areas of improvement in merchandising execution and overall store appearance.
- Improved in-store visibility of products by designing attractive promotional materials and signage.
- Evaluated team member performance and provided constructive feedback for continuous improvement.
Customer Service Associate
Chicago Transit Authority
01.2018 - 01.2021
- Interacts with and effectively assists customers in normal and emergency situations
- Knows and understands the Authority's transit system, fares, schedules, routes, transfer and connecting points and major points of interest in the Chicagoland area
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provides special assistance to mobility limited patrons utilizing gap fillers and other aids as required to board and alight vehicles and ingress and egress facilities
- Maintains knowledge to assist with making minor operational adjustments to rail cars and assist the operator as needed
- Monitors and coordinates station cleanliness, defective revenue equipment or station repair needs in and around the faculties and either reconciles or reports conditions to appropriate personnel in a timely manner
- Contacts Communication/Power Control in a timely manner to report all accidents, suspicious activity, disturbances, threats, fire, unusual occurrences or other emergencies and provides all related pertinent information
- Inspects fare media, transit cards, passes and ID cards for validity and immediately reports invalid material to appropriate personnel
- Provides assistance in the evacuation of persons from CTA facilities and/or vehicles as necessary
- Routinely performs station inspections at the assigned station facilities to check cleanliness, equipment functionality and customer safety
- Maintains a thorough knowledge and understanding of the fare structure, the operation and features of the Automated Fare Collection equipment, fare instruments and of all rules and procedures governing fare collection
- Advises customers who experience failed fare transactions to the nearest CSR or to Customer Service and monitors station turnstiles and TCM's for illegal activity
- Performs related duties as assigned
Customer Service Representative
Speedway LLC
10.2017 - 01.2019
- Provides positive, personalized customer service by greeting each customer in a friendly manner, assisting with purchases, suggestively selling and making sure products are available for purchase
- Runs a Point of Sale (POS) and monitors customer lines in order to expedite the sale process; interrupts all other activity when customer service is needed
- Maintains knowledge of products and services offered by the Company and knows how to complete associated transactions
- Adheres to Federal, State, and local regulations and prohibits the sale of age restricted products to individuals under the minimum age requirement
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Takes an active role in promoting programs introduced by the Company; ensures established standards are adhered to
- Listens and responds to customer requests, follows immediate customer satisfaction guidelines to resolve customer concerns and forwards information to management as needed
- Cleans and maintains the store area including, but not limited to, cleaning counters, equipment, floors, cabinets and external areas
- Performs light maintenance duties as assigned
- Helps ensure equipment is operating correctly
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Sales Lead/ Assistant Manager
CITY SPORTS
03.2014 - 04.2017
- Successfully open and close the store
- Interpreted company policies to workers and enforced safety regulations
- Suggested changes in working conditions and use of equipment to increase efficiency of shop, department, and work crew
- Analyzed and resolved work problems and assisted workers in solving work problems
- Successfully managed a 1-2-person team in running a retail operation
- Trained new workers
- Conferred with other supervisors to coordinate activities of individual departments
- Responsible for opening/closing of the store, bank deposits, paperwork, and unloading of truck
- Performed activities of the workers supervised, when needed
Key Holder/Sales Lead
Casual Male XL
01.2014 - 12.2014
- Successfully open and close the store
- Interpreted company policies to workers and enforced safety regulations
- Suggested changes in working conditions and use of equipment to increase efficiency of shop, department, and work crew
- Analyzed and resolved work problems and assisted workers in solving work problems
- Successfully managed a 1-2-person team in running a retail operation
- Trained new workers
- Conferred with other supervisors to coordinate activities of individual departments
- Responsible for opening/closing of the store, bank deposits, paperwork, and unloading of truck
- Performed activities of the workers supervised, when needed
Sales Associate
Vector
04.2011 - 11.2011
- Presenting Cutco products for sale direct to the consumer, through preset appointments
- Filling and submitting customer orders
- Identifying potential customers through personal referral and lead generation
- Scheduling appointments
- Reviewing personal performance with the local office manager at weekly meetings
- Attending advanced training workshops and conferences on personal sales techniques, consumer behavior, time management, and effective communication
Stocker
Hollister
05.2010 - 09.2010
- Accept delivered packages and ensure proper amount is inside
- Unload merchandise
- Mark items with identifying codes, such as price, stock, or inventory control codes
- Stock shelves with unpacked items
- Ensure label is clear and visible
- Help customers fill orders
- Complete customers mail, Web, and phone orders by retrieving the ordered merchandise
- Compute price of merchandise
- Keep records of sale
- Prepare merchandise for shipment
- Replenish inventory
- Ensure customer received product
- Replace damaged or missing products
- Work with salespeople on inventory and orders
Telemarketer
Protel
01.2009 - 09.2009
- Identifies prospects by reading telephone and zip code directories and other prepared listings
- Calls prospective customers by operating telephone equipment, automatic dialing systems, and other telecommunications technologies
- Influences customers to buy services and merchandise by following a prepared sales talk to give service and product information and price quotations
- Completes orders by recording names, addresses, and purchases; referring orders for filling
- Keeps equipment operational by following manufacturer's instructions and established procedures
- Secures information by completing data base backups
- Maintains safe and clean working environment by complying with procedures, rules, and regulations
- Maintains operations by following policies and procedures; reporting needed changes
- Contributes to team effort by accomplishing related results as needed
Education
Bachelor of Science - Business Administration And Management
University of Phoenix
Tempe, AZ02-2026
College Degree - Business Administration
Midwestern Career College
Chicago, IL05.2021
Diploma -
Rich Central High School
Olympia Fields, IL01.2011
Skills
- Customer Service
- Customer Care
- Merchandising
- Remodeling
- Team Management
- Supervising Experience
- POS
- Planograms
- Sales Management
- Office Management
- Management
- Assistant Manager Experience
- Telemarketing
- Medical terminology
- Sales
- Typing
- Cash register
- Recruiting
- Cash handling
- Communication skills
- Telecommunication
- Computer skills
- Inside sales
- Microsoft Office
- CRM software
- Medical collection
- Medical billing
- Technology sales
- Problem-solving
- Risk management
Timeline
Customer Relations Representative
Neiman Marcus
03.2023 - 08.2024
Team Lead Merchandiser
The Revenue Optimization Companies (T-ROC)
12.2021 - 02.2023
Customer Service Associate
Chicago Transit Authority
01.2018 - 01.2021
Customer Service Representative
Speedway LLC
10.2017 - 01.2019
Sales Lead/ Assistant Manager
CITY SPORTS
03.2014 - 04.2017
Key Holder/Sales Lead
Casual Male XL
01.2014 - 12.2014
Sales Associate
Vector
04.2011 - 11.2011
Stocker
Hollister
05.2010 - 09.2010
Telemarketer
Protel
01.2009 - 09.2009
College Degree - Business Administration
Midwestern Career College
Diploma -
Rich Central High School
Bachelor of Science - Business Administration And Management
University of Phoenix