KENDRA JOHNSON

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Educated customers on company systems, form completion and access to services.
• Answered average of 96 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

• Oversaw employee performance, corrected problems and increased efficiency by 20% to maintain productivity targets.
• Coached teams of 5 employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers per shift.
• Established and optimized schedules to keep coverage and service in line with forecasted demands.
• Oversaw supply restocking, area cleaning and product organization.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.

• Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
• Provided positive first impressions to welcome existing, new and potential customers.
• Prepared merchandise for sales floor by pricing or tagging.
• Increased sales by offering advice on purchases and promoting additional products.
• Answered customer questions regarding sizing, accessories and proper care for merchandise.
• Helped customers locate products and checked store system for merchandise at other sites.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Recommended products to customers, thoroughly explaining details.

GPA: 3.6

• Awarded Dean's List