Kacey Roberts
Clarksville,TN
Summary
Proven track record in enhancing customer satisfaction and loyalty at JCPenney, adept in conflict resolution and critical thinking. Leveraged customer service excellence to drive repeat business, mentoring staff to ensure high-quality service delivery. Achieved significant improvements in operational efficiency and team productivity through expert problem-solving and active listening skills.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
JCPenney
Clarksville TN
06.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and team productivity by promoting operational best practices.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Implemented and developed customer service training processes.
Beauty Manager
JCPenney
Franklin Tn
02.2022 - 06.2024
- Enhanced customer satisfaction by providing personalized beauty consultations and product recommendations.
- Created visually appealing merchandising displays that showcased featured products effectively promoting them among customers.
- Analyzed sales data regularly, adjusting marketing strategies to optimize revenue generation.
- Developed and executed successful promotional events, driving increased sales and client loyalty.
- Delivered consistently exceptional customer service, establishing lasting relationships with clients and generating repeat business.
- Managed inventory effectively, ensuring adequate stock levels to meet customer demands.
- Delivered product demonstrations and sample applications, raising exposure of key brands.
- Offered make-up tips and popular tutorials in alignment with latest trends.
- Applied merchandising and housekeeping procedures, adhering to corporate, and brand standards.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained beauty cleanliness and hygiene standards, ensuring a pleasant experience for all clients.
Operations Associate
JCPenney
Franklin Tn
01.2021 - 02.2022
- Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
- Trained and mentored new team members, fostering a positive work environment and promoting professional growth.
- Followed shipping and receiving procedures for goods and materials.
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
- Managed inventory levels for optimal product availability and reduced waste.
- Improved operational safety standards by conducting comprehensive risk assessments and implementing corrective measures.
- Optimized workspace layout for improved workflow and efficiency, leading to more productive work environment.
Jewelry Sales Associate
JCPenney
Franklin TN
07.2020 - 01.2021
- Educated customers about proper care and maintenance practices for their jewelry purchases, ensuring long-lasting satisfaction.
- Boosted jewelry sales by providing excellent customer service and personalized product recommendations.
- Assisted clients in making informed decisions on high-value purchases by sharing expert knowledge of gemstones, metals, and designs.
- Maintained a visually appealing and organized store, contributing to a welcoming shopping environment.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Resolved customer issues promptly and professionally, ensuring continued patronage from satisfied clients.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Minimized loss due to theft or damage by implementing strict security measures throughout the showroom floor area.
- Greeted customers, helped locate merchandise, and suggested suitable options.
Cashier
JCPenney
Columbia Tn/franklin Tn
11.2019 - 07.2020
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Bachelors Degree - Bachelor of Science in Elementary Education
Grand Canyon University
Arizona TNHigh School Diploma -
Cornersville High School
Cornersville, TN12.2020
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Money handling abilities
- Conflict Resolution
- Scheduling
- Product Knowledge
- Paperwork Processing
- Order Processing
- Staff Training
- Research
- Staff education and training
- Retail store support
Timeline
Customer Service Representative
JCPenney
06.2024 - Current
Beauty Manager
JCPenney
02.2022 - 06.2024
Operations Associate
JCPenney
01.2021 - 02.2022
Jewelry Sales Associate
JCPenney
07.2020 - 01.2021
Cashier
JCPenney
11.2019 - 07.2020
Bachelors Degree - Bachelor of Science in Elementary Education
Grand Canyon University
High School Diploma -
Cornersville High School