Lacouillia Foster

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Inbound sales representative

• Engaged actively with callers, confirming or clarifying information and diffusing anger.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Answered incoming customer calls and provided product and service information.
• Followed-up with customers to ensure their satisfaction with the service received.
• Consulted with customers to resolve service and billing issues.
• Communicated effectively with clientele to maintain customer satisfaction and loyalty.
• Updated customer accounts, addresses and contact information within call management databases.
• Cross-sold additional products and services to purchasing customers.
• Assessed customer needs, clarified information, researched every issue and provided solutions or alternatives.
• Maintained strong call control and quickly worked through scripts to address problems.
• Identified opportunities to upsell products when appropriate.
• Networked to build client base and promote products to new and existing clients.
• Demonstrated empathy and patience to customers while resolving their issues.
• Provided timely feedback on customer concerns and issues.
• Ensured quality standards are met for all calls handled in line with company guidelines.
• Provided timely, courteous, and knowledgeable responses to information requests.
• Managed customer expectations by clarifying needs, identifying options and recommending products and services.
• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Maintained customer records by updating account information in the computer system.
• Offered resolutions to de-escalate calls and solve customer issues.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Offered support and assistance to customers regarding products, services, billing inquiries, technical difficulties.
• Participated in training sessions to stay abreast of new products and processes.
• Maintained updated knowledge through continuing education and advanced training.
• Exceeded customer satisfaction by finding creative solutions to problems.

• Held meetings with employees to assess performance and devise improvement strategies
• Operated all [Type] machinery safely to reduce workplace accidents
• Was in charge of a team of [Number] customer service representatives who assisted [Type] customers
• Assigned daily employee tasks and kept track of their progress
• Did cross-training and backed up customer service managers
• Increased customer retention and satisfaction by closely monitoring team member performance and assessing problematic practices
• I'm in charge of dealing with and resolving any problems or issues that arise
• Trained team members in customer service techniques and gave them feedback and encouragement in order to help them meet their sales targets
• Hired, trained, and mentored staff to maximize effectiveness
• Kept work areas clean, organized, and safe to promote efficiency and team safety
• I'm holding regular 1:1 meetings with team members to get to know them better and to help them understand what they're trying to accomplish and how they're going to do it
• Kept track of counts and sorted completed work to make shipping and additional processing easier
• Was in charge of scheduling, accepting requests for time off, and finding cover for short shifts
• Mentor and train junior and new employees
• Was in charge of coordinating the efforts of customer service representatives
• Receipts, employee hours, and inventory movements were all tracked by me
• Kept an eye on the machines in order to assess their progress, make adjustments, and maintain the desired tension and speeds.

• Worked with the team to improve efficiency on various projects
• Provided weekly work schedules to employees to accommodate business demands and vacation requests
• Communicated with managers from other departments to maintain transparency
• Developed and implemented policies aimed at increasing team productivity and improving operational efficiency
• Was in charge of onboarding new employees, which included training, mentoring, and new hire paperwork
• Interacted with customers to assess their needs and recommend products or services
• Devised and optimized schedules in order to maintain coverage and service levels in line with anticipated demand
• Keep track of all transactions on a daily basis and generate invoices and reports for the manager
• Instructed team members on how to implement successful operational and sales strategies
• Analyze customer feedback and make recommendations for how to improve processes and service levels
• Developed and implemented a workplace safety incentive program that resulted in [Number] years with no Workers' Compensation claims
• Developed and implemented a workplace safety incentive program that resulted in [Number] years with no Workers' Compensation claims
• I'm in charge of scheduling, inventory control, and stocking
• Provided excellent customer service in a timely manner
• Advanced to keyholder and assistant manager-in-charge in the absence of the manager
• Looked over sales and gross profit reports to see what options there were for expanding the market
• Assist customers in locating products
• Communication with customers
• Was in charge of training employees and supervising production staff, department heads, and shift managers
• Supervising, money handling, store opening/closing, and banking procedures during my shift
• Was in charge of customer service, which included dealing with complaints, stock management, and answering customer questions.