Summary
Overview
Work History
Education
Skills
Timeline
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Karecia Ross

Houston,TX

Summary

Proven track record in enhancing customer satisfaction and streamlining operations, as demonstrated at IQOR. Skilled in customer support and problem-solving, I consistently exceeded performance metrics, contributing significantly to team success. Leveraging computer skills and an empathetic approach, I excel in fast-paced environments, driving efficiency and positive outcomes.

Overview

9
9
years of professional experience

Work History

Call Center Representative

IQOR
07.2022 - 09.2023
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Responded to customer calls and emails to answer questions about products and services.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.

Seasonal Back Room Stocker/shipping

Target
10.2019 - 01.2020
  • Unloaded, sorted and stocked merchandise according to store layout and product placement.
  • Answered customer questions and provided detailed product information.
  • Performed inventory control, such as counting, and stocking merchandise.
  • Greeted customers and directed to requested products.
  • Maintained effective team member communication.
  • Collaborated with team members to complete stocking tasks during peak business hours, maintaining a well-stocked sales floor.
  • Improved customer satisfaction by promptly locating items and providing product information.
  • Demonstrated flexibility in adapting to different store sections as needed, supporting a cohesive stocking team environment across departments.
  • Maintained tidy and clean work areas to promote optimal productivity and safety standards.
  • Kept work areas neat, clean and free from debris.
  • Moved cardboard, plastic ties, and other debris from unboxing to trash.
  • Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
  • Picked items from online shopping list, packaged and shipped items.

Seasonal Driver Helper

UPS
11.2018 - 01.2019
  • Loaded and unloaded trucks efficiently, minimizing damage to goods and optimizing space utilization.
  • Exhibited good attendance, work habits, and willingness to learn job functions.
  • Prevented damage to packages and products by correctly securing loads.
  • Improved customer satisfaction by providing timely and efficient delivery assistance to drivers.
  • Lifted and carried packages weighing up to 50 pounds.

Sales Associate/ Juniors Department

Macys Department Store
03.2015 - 09.2017
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Solved customer challenges by offering relevant products and services.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.

Lead Cook/ Cafeteria Worker/ Warehouse Worker

Resolution Foods
08.2014 - 05.2015
  • Efficiently handled high-volume orders while maintaining superior food quality through precise execution of cooking methods.
  • Maintained a high standard of food quality by consistently reviewing dishes for taste, presentation, and adherence to established guidelines.
  • Took over line positions in event of emergency.
  • Enhanced kitchen efficiency by streamlining cooking processes and implementing time-saving techniques.
  • Supervised line cooks to monitor food safety and order accuracy.
  • Consistently met or exceeded health code standards by enforcing strict sanitation practices throughout the kitchen area.
  • Taught kitchen staff safety protocols and restaurant standards.
  • Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
  • Line work in the warehouse (packaging meals)

Education

High School Diploma - Diploma

Houston Can Academy
Houston, TX
01.2013

Skills

  • Problem-solving skills
  • Customer Support
  • Data Entry
  • Customer Service
  • Computer Skills
  • Sales expertise
  • Cash Handling

Timeline

Call Center Representative

IQOR
07.2022 - 09.2023

Seasonal Back Room Stocker/shipping

Target
10.2019 - 01.2020

Seasonal Driver Helper

UPS
11.2018 - 01.2019

Sales Associate/ Juniors Department

Macys Department Store
03.2015 - 09.2017

Lead Cook/ Cafeteria Worker/ Warehouse Worker

Resolution Foods
08.2014 - 05.2015

High School Diploma - Diploma

Houston Can Academy

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Karecia Ross