Karhonda Gullick
Washington Court House,OH
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Contact US Solutions
Columbus Ohio WFH
06.2018 - 08.2022
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Go the extra mile to engage customers
- Resolve customer complaints via phone, email, mail, or social media
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Answer questions about warranties or terms of sale
- Act as the company gatekeeper
- Suggest solutions when a product malfunctions
- Handle product recalls
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions
- Sell products and services
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
- Read from scripts
- Handle changes in policies or renewals
Customer Service Representative
Dsw Shoephoria
COLUMBUS OHIO WFM
09.2016 - 04.2018
- Customer Service – Greets every customer with a helpful and friendly approach, reading customer cues and matching their needs with your service level. Share the benefits of the DSW Loyalty program, answer questions regarding merchandise and complete the purchase through either in store sale or digital order.
- Cashwrap – Complete customer transactions while following DSW’s policies and procedures. Responsible for accuracy in counting money and providing change. Communicates pricing information from receipt. Operates a calculator and enters data via the register keyboard.
- Store Operations – Maintains a neat, clean and safe environment for our internal and external customers. This includes but is not limited to clearing trash from the aisles, cashwrap, and stockroom, returning shoes back to where they belong according to DSW standards, cleaning the associate breakroom and public restrooms, vacuuming, cleaning mirrors and front walkways along with any other housekeeping items deemed necessary.
- Merchandising – Receives inbound freight, prepares and places merchandise on the sales floor per DSW standards, completes markdowns, maintains clearance standards and organizes and maintains the stockroom.
- Fulfillment – Completes all functions of the fulfillment process including locating items, inspecting condition of product, packaging and label placement ensuring readiness for pick up/delivery.
- Asset Protection – Follows all asset protection policies and procedures.
- Personal Development – Actively participates in daily team meetings and ongoing training. Is open to and responsive to coaching and feedback.
- Other Duties – Performs other duties as assigned by the management team.
Infant / Toddler Teacher
Moonlight Childcare Center
Columbus Ohio
06.2014 - 09.2016
- Create positive relationships with children, families, and other staff
- Establish and maintain a safe and healthy learning environment
- Implement Creative Curriculum in the classroom
- Supervise and manage daily functions for a class of children
- Observe all rules and regulations pertaining to the health, safety, and care of children
- Maintain a professional personal appearance, attitude, and work behavior at all times
- Perform other duties as assigned
Education
High School Diploma -
Miami Trace High School
Washington Court House, OH05.2022
Skills
- Upbeat and Positive Personality
- Call Documentation
- Customer Retention Strategies
- Order and Refund Processing
- High school diploma
- First aid & CPR
- communicable diseases
Timeline
Customer Service Representative
Contact US Solutions
06.2018 - 08.2022
Customer Service Representative
Dsw Shoephoria
09.2016 - 04.2018
Infant / Toddler Teacher
Moonlight Childcare Center
06.2014 - 09.2016
High School Diploma -
Miami Trace High School