Justina Floyd
Little Rock,AR
Overview
13
13
years of professional experience
Work History
Customer Service & Exchanges Chat Assistant
Jsculpt Fitness
Remote, IL
09.2018 - 09.2022
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Compiled customer feedback and recommended service delivery improvements to management
- Answered over 60 customer emails daily and digital chat inquiry promptly and in appropriate manner
- Provided primary customer support to internal and external customers in a fast-paced environment
Junior Communications Specialist/Admin Assistant
KEF & Co.
Remote , VA
04.2020 - 06.2022
- Diagnosed and documented customer complaints by utilizing provided tools and asking diagnostic questions.
- Handled inbound contacts and provided customer service according to departmental policies and procedures.
- Reviewed staff-written materials and edited for content and brevity.
- Managed email marketing encompassing content development, SEO, and distribution using Mail Chimp and Klayvio
- Devised content calendar and created social media content across multiple platforms.
- Oversaw professional social media messaging through content development, follower engagement, social listening, trend analysis, and leveraging competitor research.
- Resolved accounts payable issues
Server
Local Lime
Little Rock, AR
06.2018 - 09.2018
- Assertively upsold alcoholic beverages, appetizers and desserts
- Resolved guest complaints quickly and efficiently
- Displayed enthusiasm and knowledge about the restaurant's menu and products
- Received frequent customer compliments for going above and beyond normal duties
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
Server
Saltgrass Steak House
Little Rock, AR
11.2017 - 06.2018
- Relayed orders to bar and kitchen by quickly and accurately recording guest selections and keying them into the register
- Demonstrated genuine hospitality while greeting and establishing rapport with guests
- Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously
- Resolved guest complaints quickly and efficiently
- Received frequent customer compliments for going above and beyond normal duties
CSR Assistant Manager
Indulgences Day Spa
Little Rock, AR
08.2017 - 01.2018
- Earned management trust by serving as key holder, responsibly opening and closing store
- Served as the main liaison between customers, management and sales team
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Answered an average of 45 calls per day by addressing customer inquiries, solving problems and providing new product information
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
Assistant Manager
Massage Envy
Little Rock, AR
08.2016 - 08.2017
- Wrote, negotiated and finalized sales contracts
- Worked collaboratively in team environment
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service
- Asked open-ended questions to assess customer needs
- Promoted from Team Leader to Assistant Manager within 6 months
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Developed reputation as an efficient service provider with high levels of accuracy
Togo Hostess
Texas Roadhouse
Little Rock, AR
05.2014 - 08.2016
- Answered telephone calls and responded to inquiries
- Assigned patrons to tables suitable for their needs and according to rotation
- Executed daily production lists and goals
- Performed all transactions in a cordial, efficient and professional manner
- Trained new employees
- Consistently offered professional, friendly and engaging service
Model and Sales Associate
Hollister Co.
Little Rock, AR
09.2013 - 05.2016
- Answered customer questions regarding store merchandise, department information and pricing
- Organized store merchandise racks by size, style and color
- Created visual marketing and styled window displays
- Monitored entrances, exits and fitting rooms for signs of theft
- Processed cash and credit payments rapidly and accurately
- Greeted customers in a timely fashion, while quickly determining their needs
Education
Bachelor of Science - Biology
University of Arkansas At Little Rock
Little Rock, AR05.2024
Skills
- Compassionate and professional
- Strong conflict resolution skills
- Collaborative team player
- Strong client relations
- MS Windows and MAC proficient
- Exceptional comprehension and communication skills
- Email and chat customer service knowledge
- Project Management
- Invoice and Book Keeping Management
- Knowledge of payment processing
Timeline
Junior Communications Specialist/Admin Assistant
KEF & Co.
04.2020 - 06.2022
Customer Service & Exchanges Chat Assistant
Jsculpt Fitness
09.2018 - 09.2022
Server
Local Lime
06.2018 - 09.2018
Server
Saltgrass Steak House
11.2017 - 06.2018
CSR Assistant Manager
Indulgences Day Spa
08.2017 - 01.2018
Assistant Manager
Massage Envy
08.2016 - 08.2017
Togo Hostess
Texas Roadhouse
05.2014 - 08.2016
Model and Sales Associate
Hollister Co.
09.2013 - 05.2016
Bachelor of Science - Biology
University of Arkansas At Little Rock
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