Keisha Malone
Franklin,VA
Summary
Personable and dedicated Customer Service Representative with extensive experience in The Customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Member Service Representative
Bronco Federal Credit Union
Franklin, VA
03.2023 - 10.2023
- Processed deposits, withdrawals, loan payments and cash advances for Credit Union members.
- Verified accuracy of member account information and balances.
- Maintained a high level of confidentiality regarding customer accounts.
- Provided superior customer service to Credit Union members in person and over the phone.
- Educated members on various products and services offered by the Credit Union.
- Performed daily balancing of teller drawer transactions.
- Handled incoming and outgoing wire transfers as well as ACH transactions.
- Resolved discrepancies between actual cash received and disbursed versus computer records.
- Reconciled general ledger accounts on a monthly basis.
- Answered inquiries from members regarding their accounts or other credit union services.
- Responded promptly to customer complaints or requests for additional information.
- Participated in weekly team meetings to discuss progress towards goals.
- Ensured compliance with all bank security protocols including the handling of confidential documents.
- Maintained confidentiality of bank records and client information.
- Built and maintained client relationships through quality, personalized interactions.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Delivered exceptional service to customers in person or over telephone.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Adhered to financial services security and audit procedures.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Resolved problems or discrepancies concerning customers' accounts.
- Identified transaction errors when debits and credits did not balance.
Assistant Store Manager
Cato Fashions
Franklin , VA
12.2018 - 03.2023
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
- Ensured compliance with all safety regulations throughout the store premises.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Assisted in product selection, offering advice on fit, style, color and fabric.
- Maintained a neat and organized sales floor.
- Restocked shelves with new merchandise as needed.
- Processed cash payments for customer purchases.
- Operated the cash register to complete transactions.
- Folded and hung clothing items according to store standards.
- Adhered to all safety policies and procedures while handling products.
- Performed inventory checks regularly to ensure accuracy of stock levels.
- Created displays that highlighted featured items or seasonal trends.
- Answered phone calls from customers regarding inquiries about products or services offered by the store.
- Provided customers with information about promotions and discounts available.
- Replenished supplies such as hangers, bags and tags when necessary.
- Ensured compliance with all relevant laws pertaining to retail operations.
- Developed knowledge of current fashion trends and styles to better assist customers.
- Helped maintain security within the store by keeping an eye out for shoplifters or suspicious activity.
- Recovered clothing items from fitting rooms and returned to specified department areas.
- Ticketed items with pricing and markdowns and restocked sales floor according to merchandising plan.
- Performed stock processing by filling and stocking floor racks and backstock racks.
- Processed sales transactions using POS system and returned receipts and payment cards to customers.
- Followed company standards for merchandise presentation and planograms of best apparel and displays.
- Communicated item availability with retail team members and shoppers.
- Greeted customers to determine wants or needs.
- Cleaned shelves, counters and tables to maintain organized store.
Clothing Stocker
Belk Department Store
Franklin, VA
11.2015 - 01.2017
- Received and processed shipments of clothing items, verifying receipt of correct quantity and quality.
- Organized and arranged clothing items on shelves according to size, style, color or type.
- Inspected merchandise for damages or defects before stocking it onto the shelves.
- Maintained accurate records of all incoming and outgoing inventory.
- Assisted customers in locating desired products within the store.
- Ensured that product displays were organized, clean and attractive at all times.
- Provided support to other departments when necessary.
- Performed daily cycle counts to ensure accuracy of inventory records.
- Utilized a handheld scanner to record product information into company's computer system.
- Followed safety protocols while handling heavy boxes or containers filled with clothing items.
- Checked expiration dates on perishable goods prior to stocking them onto the shelves.
- Responded promptly to customer inquiries regarding product availability or pricing information.
- Maintained a neat and orderly backroom area at all times, ensuring compliance with OSHA regulations.
- Kept abreast of new products by attending vendor training sessions as required.
- Identified discrepancies between physical count and system generated reports of inventory levels.
- Assisted apparel department with stocking clothing, accessories and other items.
- Participated in regular meetings with management staff to discuss sales performance or goals.
- Communicated regularly with supervisor about any issues related to stocking activities.
- Followed SOPs to accurately scan and receive clothing purchase orders.
- Hung and folded apparel for stocking on sales floor.
- Operated scan gun and computer-based software to track incoming clothing shipments.
- Verified matches of vendor pricing descriptions and tags against expectations.
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Stocked shelves, racks and bins with new or transferred merchandise.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Packed and unpacked items, checking breakables before stocking on shelves.
- Received and counted stock items, recording data manually or on computer for inventory purposes.
- Inspected merchandise for wear or defects, disposing of damaged items as instructed by supervisors.
- Packed products into designated boxes, taking care to protect items from damage or shifting during transport.
Education
Some College (No Degree) - General Business
Paul D Camp Community College
Franklin, VA05.2033
Computer Support Specialist
Paul D Camp Community College
Franklin, VA05.2017
High School Diploma -
Franklin High School
Franklin, VA06.2010
Skills
- Member Retention
- Product Sales
- Service Upselling
- Issue Resolution
- Customer Service
- Account Management
- Database Maintenance
- Work Prioritization
- Receiving Support
- MS Office
- Account Updates
- Complaint Investigation
- Complaint Resolution
- Invoice Preparation and Processing
- Administrative and Office Support
- Remote Office Availability
- Microsoft Office Expertise
- Relationship Building
- Computer Skills
- Data Entry
- High-Energy Attitude
- Customer Relations
- Cultural Awareness and Sensitivity
- Professional telephone demeanor
- Receiving support
- Multi-line phone talent
- Recordkeeping strengths
- Complaint resolution
- Money handling abilities
- Report preparation
- International sales support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don't be afraid to give up the good to go for the great.
John D. Rockefeller
Timeline
Member Service Representative
Bronco Federal Credit Union
03.2023 - 10.2023
Assistant Store Manager
Cato Fashions
12.2018 - 03.2023
Clothing Stocker
Belk Department Store
11.2015 - 01.2017
Some College (No Degree) - General Business
Paul D Camp Community College
Computer Support Specialist
Paul D Camp Community College
High School Diploma -
Franklin High School
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