Karen Robinson
Santee,CA
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Lowe's
Santee, CA
07.2004 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Assistant Manager
La Petite Academy Inc.
Santee, CA
02.2000 - 06.2004
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Coordinated with other departments to ensure smooth flow of operations.
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Maintained up-to-date knowledge of company products and services.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving business goals.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Facilitated interdepartmental communication by attending meetings or providing updates.
- Supervised daily operations including scheduling shifts, assigning duties.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Delegated work to staff, setting priorities and goals.
- Assigned work and monitored performance of project personnel.
- Produced thorough, accurate and timely reports of project activities.
Education
Some College (No Degree) - Child Development
Grossmont College
El Cajon, CAAffiliations
I have organized charity events to help with adopting dogs and cats. I do charity events in the community for the homeless. I have helped raise money for people in need for medical reasons.
Timeline
Customer Service Representative
Lowe's
07.2004 - Current
Assistant Manager
La Petite Academy Inc.
02.2000 - 06.2004
Some College (No Degree) - Child Development
Grossmont College
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