Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Kowaii Matthews

Chicago,IL

Summary

Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with clients and exceed sales and quotas. Reliable and driven with strong time management and prioritization abilities. Establish myself in a challenging position that will provide an opportunity for professional Advancement and career growth. Authorized to work in the US for any employer Experienced Customer Service Representative with 10 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

16
16
years of professional experience

Work History

Cashier and retail sales/shift leader/Greeter

  • Provide exceptional Guest service
  • Effective management of all cash handling and credit card processing procedures utilizing Company
  • Procedures and best practices
  • Assemble various proprietary retail items per the Recipe Guidelines
  • Maintain adequate supply of all retail product both on the sales floor and in back stock
  • Ensure all product is appropriately priced and signed per Company Guidelines
  • Maintain sales floor and products to Company Standards of cleanliness, arrangement, and display
  • Maintain detailed knowledge of all products, pricing, and Company History
  • Utilize knowledge of products and pricing to satisfy guest inquiries and create up-sell opportunities
  • Gift-wrap as needed items for sale per Company Guidelines and Standards
  • Follow Food Safety guidelines and maintain all table tops, serve ware, floors and trash receptacles in a clean and sanitary condition
  • Keep all Fountain and Condiment supplies both on the sales floor and behind the Fountain Area stocked and in good condition
  • Maintain the stockroom in a clean and orderly fashion
  • Clean windows and mirrors when they appear smudged or soiled or when directed by a Supervisor/
  • Manager
  • Maintain Guest and Employee Washing Facilities in good working order and in a clean, sanitary condition
  • Properly Set Up, Maintain, and Break Down Fountain Area
  • Replenish toppings and various fountain items throughout the day as needed and minimize or eliminate food waste
  • Maintain the proper level and all required ice cream flavors
  • Keep knowledge level current of all fountain products and their required preparation
  • Work as a “Topper" or “Scooper" as needed
  • Perform “Semi-Table Service" function as part of overall Guest Satisfaction
  • Maintain all Candy Making equipment and supplies in good working order, and know all recipes

Store Associate

FedEx Office
02.2022 - Current
  • Attain a high degree of expertise in the products and services offered in their Office stores
  • In addition to being able to efficiently operate printing, binding, graphics and copying equipment, Center Consultants are expected to anticipate and meet the needs of customers
  • Center Consultants also must be able to accurately process complex orders, provide accurate pricing information and ensure all customer questions and complaints are resolved quickly to the customer’s satisfaction.

Assistant Manager

XFINITY Store by Comcast
04.2020 - 03.2023
  • Greet and direct customers
  • Provide accurate information (e.g
  • Product features, pricing and after-sales services)
  • Answer customers’ questions about specific products/services
  • Conduct price and feature comparisons to facilitate purchasing
  • Cross-sell products
  • Ensure racks are fully stocked
  • Manage returns of merchandise
  • Coordinate with the Retail Sales Representatives team to provide excellent customer service (especially during peak times)
  • Inform customers about discounts and special offers
  • Provide customer feedback to the Store Manager
  • Stay up-to-date with new products/services
  • Generated and achieved monthly sales quotas
  • Drove sales through appealing visual displays
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Addressed customer account discrepancies and concerns.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Service Representative

Hertz/Dollar Rent A Car - O'hare International Airport
04.2018 - 07.2019
  • Greet all customers using appropriate dialogue as they arrive on the lot
  • Remind customers to check for personal belongings
  • Identify any items found in the vehicle with a unit number, date, time and turn into lost and found
  • Advise and review rental charges; provide an accurate receipt to the customer
  • Provide information in a professional and courteous manner regarding transportation to the airport terminal
  • Inquire about service, satisfaction and document dissatisfaction
  • Discreetly check vehicle for damage on incoming vehicles and direct customer to counter for completion of damage/loss report
  • Use of proper statement to determine if vehicle is being returned with full tank of gas
  • Complete a service alert for any mechanical and or body damage communicated by the customers
  • Identify and tag vehicles that have been flagged for grounding or preventative maintenance and verify their movement to the proper lot location
  • Keep lot organized for ease of access and traffic flow.

Assistant Store Manager

Cricket Wireless Authorized Dealer
08.2018 - 03.2019
  • Develop and attain customer experience and sales objectives for store
  • Sell all products and services offered by the company
  • Meet all sales objectives
  • Handle all administrative aspects of the sale including: completing customer activations, pulling products from inventory, accepting customer payments and filing the completed orders
  • Maintain strong knowledge of all products, accessories, pricing plans, promotions and service features
  • Maintain knowledge of competitive offers and provide critical market feedback to the Store Manager regarding local competition and product/service needs
  • Handle service inquiries from customers
  • Provide efficient, courteous customer service and assist in all aspects of product offerings and services
  • Ensure an extraordinary customer experience.Making sure to follow all store procedures when opening and closing the store
  • Make sure all bank deposits are in full and accurate

Bus Aide

SCR MEDICAL TRANSPORTATION
05.2015 - 05.2016
  • Transporting adults and children with disabilities to and from school or doctors appointments.

Professional Waiter/Bartender and Chef

Service Is Us Inc
04.2007 - 02.2015
  • Providing professional wait staffing to several catering firms such as James Hotel Banquet
  • Room
  • Providing professional bartending service for corporate dining rooms and private events such as the
  • Horseshoe Casino
  • Providing professional chef services for catering firms such as U of I Circle Campus Catering
  • Service Staff.

Line Operator

Avon
08.2012 - 01.2015
  • Making sure line is running and functioning properly
  • Making sure all bottles are capped and labeled properly
  • Making sure all products are packed and labeled to be shipped to the right establishment.

Cashier

Safah's Food & Liquor
05.2009 - 08.2011
  • Responsible for all currency, pricing and sales for all grocery, liquor, tobacco and any misalliance products within the facility such as cleaning products etc
  • Assisting and training new staff members to become familiar with policy and operations within the facility
  • Analyzed customer requirements for present and future products.

Education

G.E.D -

Olive Harvey College
2003

Skills

  • Fast Food
  • Food Service
  • Shift Lead
  • Crew Member
  • Customer Service
  • Call Center
  • Customer Care
  • Customer Support
  • Food Safety
  • Retail Sales
  • Bartending
  • Catering
  • Food Preparation
  • Guest Services
  • Microsoft Word
  • POS
  • Pricing
  • Restaurant Experience
  • Upselling
  • Cashiering
  • Sales
  • Store Management Experience
  • Cash Handling
  • Money Handling
  • Online Orders Preparation
  • Transaction Balance Sheets
  • Training and Development
  • Inventory Management

Additional Information

  • Certifications and Licenses , Food Handler May 2016 to July 2019 BASSET License Present

Timeline

Store Associate

FedEx Office
02.2022 - Current

Assistant Manager

XFINITY Store by Comcast
04.2020 - 03.2023

Assistant Store Manager

Cricket Wireless Authorized Dealer
08.2018 - 03.2019

Customer Service Representative

Hertz/Dollar Rent A Car - O'hare International Airport
04.2018 - 07.2019

Bus Aide

SCR MEDICAL TRANSPORTATION
05.2015 - 05.2016

Line Operator

Avon
08.2012 - 01.2015

Cashier

Safah's Food & Liquor
05.2009 - 08.2011

Professional Waiter/Bartender and Chef

Service Is Us Inc
04.2007 - 02.2015

Cashier and retail sales/shift leader/Greeter

G.E.D -

Olive Harvey College

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Kowaii Matthews