Hi, I’m
Karen Fletcher
Hickory,NC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
years of professional experience
Work History
Bed, Bath, And Beyond
Customer Service Representative
02.2001 - 06.2003
Job overview
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Implemented and developed customer service training processes.
Chick-fil-A
Shift Supervisor
05.1996 - 02.2001
Job overview
- Delivered successful training to more than 10 employees during tenure, educating on successful work processes and productivity strategies.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Developed job assignments for candidates team, planned production schedules and strengthened organization of task flows.
- Actively participated in promotional events aimed at increasing brand visibility within the community resulting in higher foot traffic volume.
- Kept accurate and detailed records of personnel progress and productivity.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Coordinated merchandising, promoted new products and increased brand awareness.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Enhanced team productivity by implementing efficient shift scheduling and task delegation.
McDonald's Restaurant
Cashier Assistant
09.1994 - 05.1996
Job overview
- Trained new cashier team members in customer service and money handling processes.
- Retrieved items for customers and verified prices.
- Bagged items securely to minimize breakages and reduce losses.
- Learned duties for various positions and provided backup at key times.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
Education
Strayer UniversityWashington, DC
Bachelor Of Business Administration from Business Management
06.2018
University Overview
- 4.0 GPA
Skills
- Report creation
- Product Sales
- Merchandise Orders and Exchanges
- Warehousing functions
Timeline
Customer Service Representative
Bed, Bath, And Beyond
02.2001 - 06.2003
Shift Supervisor
Chick-fil-A
05.1996 - 02.2001
Cashier Assistant
McDonald's Restaurant
09.1994 - 05.1996
Strayer University
Bachelor Of Business Administration from Business Management
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