Kayla Marie Armstrong
Concord,NC
Summary
Qualified Customer Service Representative with 11 years in fast-paced customer service and call center environments. Personable and professional under pressure.
Overview
11
11
years of professional experience
Work History
Office Manager/ Deli Associate
Food Lion
Greensboro, NC
12.2017 - Current
- Developed reputation as an efficient service provider with high levels of accuracy.
- Maintained cleanliness and presentation of stock room and production floor.
- Directed calls to appropriate individuals and departments.
- Built long-term customer relationships and advised customers on purchases and promotions.
- Operated a POS system to itemize and complete customer purchases.
- File reports for Western Union, money orders, and lottery on every opening or closing shift.
- Manage front end so that the customers can receive a great, fast and easy shopping experience.
- Count and submit cash reports for each till that has been closed out during my shift.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Solved problems timely and effectively, ensuring customer satisfaction.
- Coached and Trained new hires on company processes while managing employees to ensure maximum production.
- Maintained office supplies inventory by checking stock and ordering new supplies as needed.
- Follows all technical manuals for processing of product, label placement, etc.
- Ensures proper sanitation of department, equipment and proper food handling/preparation
- Role model outstanding, friendly customer service and use skills and knowledge of department products to offer solutions that meet or exceed customers’ expectations
- nsure that ordering, receiving, preparation, conditioning and displaying of merchandise is done in accordance with policies and guidelines
- Monitor shrink ensuring that inventory is accounted for; provide coaching for associates to recognize and prevent losses
- Ensure that all advertising and sales promotion materials applicable to the Deli Bakery are properly utilized
Customer Service Representative
Polo Ralph Lauren
High Point, NC
09.2015 - 02.2017
- Manage quality communications, support and product representation for each client
- Seasonal Temporary Associate
- Successfully interacted with customers and retail buyers to expedite orders
- Resolved product/policy issues and shared benefits of new technology
- interacted with customers and retail buyers to follow up on shipping statuses and expedited orders.
- assisted customers with store and product complaints
- Guaranteed positive customer experiences and resolved all customers complaints
- Assisted customers in finding out-of-stock items
Customer Service Representative
Conduit Global
Mcleansville NC
11.2013 - 01.2015
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Referred unresolved customer grievances to designated departments for further investigation.
- Acted professionally and patiently when addressing negative customer feedback.
- Met or exceeded service goals every review period.
Education
High School Diploma - undefined
Northeast Guilford High School
Mcleansville, NC2009
Skills
- Highly Dependable
- Quick learner
- Excellent attention to details
- People-oriented
- Strong conflict resolution skills
- Self-motivated
- Team building
- Excellent multi-tasking ability
- Deadline driven
- Organizational skills
- Team leadership
Timeline
Office Manager/ Deli Associate
Food Lion
12.2017 - Current
Customer Service Representative
Polo Ralph Lauren
09.2015 - 02.2017
Customer Service Representative
Conduit Global
11.2013 - 01.2015
High School Diploma - undefined
Northeast Guilford High School
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