Kenyonia Ross
Houma,Louisiana
Summary
Reliable Work From Home Customer Service Agent known for providing consistent availability and performance metrics. Comfortable applying scenario-driven responses or personally-researched resolutions. Talented at reaching mutually beneficial outcomes even during stressful customer service calls. Experienced Team Member bringing outstanding performance working with others to meet common goals. Familiar with project management and workflow optimization. Eager to bring knowledge to support business and customer needs. Amazon Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
6
6
years of professional experience
Work History
Work From Home Customer Service Agent
Amazon
12.2020 - 03.2022
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
- Resolved minor to moderate technology faults, supporting constant availability and consistent performance.
- Assisted clients with product questions to facilitate online ordering process.
- Processed orders, monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Followed-up with online price quotes via email and phone to answer questions and close sales.
Retail Sales Associate
Jcpenny
03.2016 - 11.2020
- Helped customers complete purchases, locate items and join reward programs.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Maintained clean sales floor and straightened and faced merchandise.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Worked with loss prevention in monitoring shopper behavior.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Issued receipts and processed refunds, credits or exchanges.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Supported efficient and timely replenishment of sales floor merchandise.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Greeted customers and helped with product questions, selections, and purchases.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Answered questions about store policies and addressed customer concerns.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Helped customers complete purchases, locate items, and join reward programs.
- Trained and supervised new employees to use selling strategies and apply best practices.
- Developed professional relationships with customers to increase loyalty, retention and rapport.
- Utilized upselling techniques to promote additional products and increase sales.
- Managed cash register after end of shift to balance and record accurate transactions.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Prioritized helping customers over completing other routine tasks in store.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Developed strong rapport with customers and created positive impression of business.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Listened to customer needs and desires to identify and recommend optimal products.
- Monitored customers for signs of security concerns and escalated issues to management.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Recommended complementary purchases to customers, increasing revenue.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Wrapped, boxed and weighed bakery department products.
- Used in-store system to locate inventory and place special orders for customers.
- Managed efficient cash register operations.
- Created inviting environment for customers by maintaining store organization and cleanliness.
Education
High School Diploma -
Ellender Memorial High School
Houma, LA05.2015
Skills
- Cash Handling
- Cashiering
- Cleaning Experience
- Food Preparation
- Food Service
- Kitchen Experience
- Microsoft Office
- Computer Skill
- Typing
- Leadership
- Guest Service
- Personal computer maintenance
- Call center operations
- Customer experience management
- CRM
- Customer retention
- Fraud detection and prevention
- Complaint resolution
- Stock management
- Order fulfillment
- POS systems expert
- Money handling abilities
- Retail store support
- Multi-line phone talent
- Professional telephone demeanor
- Call Control
- Information Verification
- Case Management
- Outstanding Communication Skills
- File Management
- Upselling
- CRM Software
- Customer Service
- Delivery Tracking
- Account Management
- Call Flow Maximization
- Database Research
- Customer Relationship Management (CRM)
- Exemplary Work Ethic
- Empathetic and Genuine
- Service-Oriented Self-Starter
- Documentation and Reporting
- Needs Assessment
- Correspondence Composition
- Information Updates
- Customer Relations
- Returns Processing
- Inbound Customer Service
- Microsoft Office Suite Proficiency
- Order Placement
- Problem Resolution
- Inbound Call Management
- Customer Complaint Resolution
- Billing Inquiries
- Schedule management
- Home network management
- Oral communications
- Videoconferencing
- Customer relationship management
- Switched telephone operation
- Key stakeholder relationship building
- Service standard compliance
- Retail materials management
- Recordkeeping strengths
- Strategic sales knowledge
- International sales support
- Route dispatch
- Training development aptitude
- Key holder experience
- Account management
- Receiving support
- Stocking and replenishing
- Warehousing functions
- Staff education and training
- Shipping procedures understanding
- Medical terminology knowledge
- Sales expertise
- Report preparation
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Result by completing Task with accuracy and efficiency.
- Achieved Result through effectively helping with Task.
- Collaborated with team of Number in the development of Project name.
- Achieved Result by introducing Software for Type tasks.
- Documented and resolved Issue which led to Results.
Timeline
Work From Home Customer Service Agent
Amazon
12.2020 - 03.2022
Retail Sales Associate
Jcpenny
03.2016 - 11.2020
High School Diploma -
Ellender Memorial High School
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