Kiana Tompkins

Returns Specialist/ REA/ Customer Service Advocate

• Implemented strategies designed to reduce overall return rates while maintaining high levels of customer satisfaction.
• Conducted projects for optimizing work procedures, technical training and standard processes.
• Created training materials for staff members outlining best practices for handling customer returns.
• Prepared daily, weekly, and monthly reports summarizing return activity within the organization.
• Performed detailed reviews of customer returns to identify any discrepancies.
• Troubleshot issues related to shipping and receiving in compliance with return procedures.
• Corresponded with customer service representatives to rectify damages, shortages or nonconformance to specifications.
• Coordinated with other departments such as processing, PIT, Customer Service , Quality Assurance team, and logistics regarding any changes in return policies or procedures.
• Managed customer relations by responding promptly to inquiries, complaints, and requests regarding returns.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Exceeded established service goals while leveraging customer service, sales and employee management best practices.
• Assisted customers with troubleshooting and understanding correct use of products to verify proper product utilization, reducing number of returns processed.
• Performed detailed reviews of customer returns to identify any discrepancies.
• Resolved disputes between customers and other departments concerning returns.
• Identified trends in customer returns that could be used to improve product quality or enhance service offerings.
• Recommended improvements in products, service and billing methods to management to prevent future problems.
• Worked with team members to facilitate efficient returns and provide outstanding customer service.

Coach

• Educated, coached and mentored new hires in multiple positions.
• Cross-trained employees to do other jobs within business, increasing job skills and productivity.

Returns Associate

• Inspected customer returns for damage, identifying manufacturing defects and distinguishing from customer or delivery damage to evaluate return eligibility.
• Restored returned products to saleable condition, verifying correct packaging and labeling with price reduction as appropriate before returning to designated area on shelves.

Photo Studios

• Style clothes on mannequin for company's website

Itemizer

• Accurately identified and input items category, style, brand, and size into the system for the company's website

Merchandiser

• Received incoming stock and inspected items for quality based on company's guidelines.

Packer

• Verified accuracy of items picked against packing list.
• Wrapped items securely using appropriate packing materials.
• Reported any damaged goods or discrepancies between actual product received versus what was ordered to management immediately upon discovery.

Picker

• Pick items in carousel to be packed
• Performed cycle counts on inventory items as needed to maintain accurate records of stock levels in the system.

• Ensure customer satisfaction; connect with customers daily to understand needs, provide assistance and collect feedback to optimize operations
• Train new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
• Oversee sales and marketing operations while developing strategic partnerships.
• Boost monthly sales revenue growth rate to exceed lead conversion and sales goals.
• Ensuring companies monthly profit does not fall below 20% by increasing product value, redesigning workflow and appearance for greater efficiency, and monitoring profit margin per sale.
• Handle high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
• Conduct job interviews, lead employee performance evaluations with constructive feedback and reward top sales performers to attract and retain top-quality personnel.
• Positively impact product relevance through careful distribution, merchandising and display techniques..
• Developed and implemented strategic merchandising plans to boost revenues and reduce expenditures while maintaining payroll within budget.

• Devised and maintained office systems to efficiently deal with paper flow.
• Organized personal and professional calendars to streamline office communications, scheduling and initiatives.
• Managed household inventory and maintenance schedules.
• Handled incoming and outgoing correspondence, including mail, e-mail and faxes.
• Typed documents, updated websites and compiled information for meetings.
• Cared for family dogs, including feeding and walking 3 animals several times per day.
• Prepared and updated office records, spreadsheets and presentations to support executive needs and enhance office efficiency.
• Researched and collected options for best pricing on hotels, flights and home furnishings.