Keikilani Lerma
Summary
Dynamic customer service professional with a proven track record at Inventory Adjusters Inc., known for enhancing customer satisfaction and streamlining inventory management. Achievements include a significant reduction in complaint calls and improvements in service delivery through effective communication and strategic upselling. Core competencies encompass product merchandising, issue resolution, and adeptness in CRM systems, supported by exceptional active listening and multitasking abilities. Committed to driving customer satisfaction while contributing to organizational success. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Inventory Adjusters Inc.
Phoenix, AZ
08.2015 - 12.2025
- Answered customer inquiries via phone, email, and chat.
- Addressed customer service inquiries quickly and accurately.
- Answered customer questions and addressed concerns.
- Collected customer feedback, and recommended procedural or product changes to enhance future service delivery.
- Documented conversations with customers to track requests, problems, and solutions.
- Set up and activated customer accounts to alleviate the burden on the [Job title].
- Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Informed customers about billing procedures, processed payments, and provided payment options setup assistance.
- Answered 10+ inbound calls per day and directed them to designated individuals or departments.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Delivery Driver
Fuji Foods Inc.
Phoenix, AZ
03.2012 - 04.2015
- Loaded and unloaded merchandise at stores and vendor locations.
- Operated manual and mechanical equipment safely to minimize injury and accident risks.
- Safely operated and maintained heavy equipment, including forklifts, stair climbers, and pallet jacks.
- Processed payments by accepting cash, checks, and credit card payments.
- Located and selected merchandise to verify against delivery sheet specifications.
- Verified loads against shipping papers.
- Resolved customer complaints and adjusted orders.
Appointment Setter
H&r Block Inc.
Phoenix, AZ
01.2008 - 04.2011
- Redeemed coupons and cross-sold products.
- Processed payments for [Product or Service], and updated accounts to reflect balance changes.
- Took accurate messages for staff and management to facilitate open, speedy communication.
- Scheduled appointments based on job title availability and established load parameters.
- Sorted incoming mail and directed it to the correct personnel each day.
- I took information from potential customers to assess their needs.
- Implemented new recordkeeping and documenting systems to improve organization and traceability.
- Set up free consultations between potential customers and sales representatives, both on-site and externally.
- Made phone calls and sent emails to establish the first points of sale for [Company].
- Scheduled appointments for customers based on their availability.
- Followed up with customers after scheduled appointments were completed.
Men's and Kid's Department Sales Associate
Target
Phoenix, AZ
02.2007 - 01.2008
- Readied merchandise for the sales floor by marking items with identifying codes and accurate pricing.
- Communicated with customers about [Product or Service] offerings, including policies, restrictions, and refund policies.
- Stayed up to date on store promotions, payment policies, and security practices.
- Met or exceeded upselling, donation, and credit card sign-up targets on a consistent basis by leveraging excellent communication and interpersonal strengths.
- Helped customers sign up for loyalty programs, and submitted completed paperwork.
- Unboxed new merchandise and restocked shelves in appealing, organized arrangements to promote items.
- Stocked shelves, supplies, and organized displays to focus customer attention on specific items.
- Performed floor moves, merchandising, display maintenance, and housekeeping to keep sales areas well-stocked, organized, and current.
Education
High School Diploma -
Yuma High School
Yuma, AZ07.1998
Skills
- Customer assistance
- Sorting
- Product merchandising
- Inventory tracking
- Verbal communication
- Customer service
- Payment processing
- Money handling
- Appointment scheduling
- POS systems expert
- Complaint handling
- Multi-line telephone operations
- Paperwork processing
- Shipping and receiving
Timeline
Customer Service Representative
Inventory Adjusters Inc.
08.2015 - 12.2025
Delivery Driver
Fuji Foods Inc.
03.2012 - 04.2015
Appointment Setter
H&r Block Inc.
01.2008 - 04.2011
Men's and Kid's Department Sales Associate
Target
02.2007 - 01.2008
High School Diploma -
Yuma High School
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