Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Larhonda Norman

Southaven,MS

Overview

5
5
years of professional experience

Work History

Customer Service Representative

FTD.Com
02.2023 - 02.2024
  • Answered constant flow of customer calls with minimal wait times.
  • Implemented and developed customer service training processes.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Met customer call guidelines for service levels, handle time and productivity.

CSR, Sales

Nike
07.2021 - 10.2023
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Collaborated with team members to exceed sales targets and achieve company goals.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Stayed current on company offerings and industry trends.
  • Identified potential areas for improvement within the sales process through data analysis and feedback from clients.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Achieved or exceeded company-defined sales quotas.
  • Set and achieved company defined sales goals.
  • Exceeded monthly quotas consistently by effectively managing time and prioritizing tasks aligned with organizational objectives.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Built strong relationships with clients, leading to repeat business and referrals.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Negotiated prices, terms of sales and service agreements.
  • Established rapport quickly using active listening skills that led prospects down funnel towards eventual conversion into loyal clientele base.
  • Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.

FedEx

PACKAGE HANDLER, United Parcel Service
08.2019 - 07.2021
  • Passionate about learning and committed to continual improvement.
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Resolved problems, improved operations and provided exceptional service.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Skilled at working independently and collaboratively in a team environment.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated creativity and resourcefulness through the development of innovative solutions.
  • Paid attention to detail while completing assignments.
  • Gained strong leadership skills by managing projects from start to finish.
  • Organized and detail-oriented with a strong work ethic.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Education

Diploma -

O’Bannon High School
Greenville, MS
05.2004

Skills

  • Direct Sales
  • Process Optimization
  • Data Management
  • Customer Data Confidentiality
  • Customer Education
  • Sales Quota Achievement
  • Account Updates
  • Key holder experience
  • Document and Records Management
  • Billing Adjustments and Refunds
  • Sales closing

Timeline

Customer Service Representative

FTD.Com
02.2023 - 02.2024

CSR, Sales

Nike
07.2021 - 10.2023

FedEx

PACKAGE HANDLER, United Parcel Service
08.2019 - 07.2021

Diploma -

O’Bannon High School

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Larhonda Norman