Laura Tinch
Clinton,TN
Summary
A versatile customer service specialist with 7+ years experience. Proven track record of unparalleled attention to detail, written communication, and verbal communication. Seeking to break into the Human Resources field to utilize B.A in Human Resource Management that will be earned after successful degree completion in 2025.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
Work History
CUSTOMER SERVICE SPECIALIST
COMCAST
Knoxville, TN
06.2020 - Current
- Display a consistent, positive attitude toward customers, peers, and other personnel, even during high- stress situations
- Upsell additional products and services after identifying customer needs and requirements
- Identify issues and take appropriate action to deliver speedy resolutions with the first interaction
- Spend ample time with each customer, going over and explaining billing to ensure that key information was understood
- Maintain high standards of customer service by building relationships with clients
- Manage customer appointments for both repair and installation of services
- Manage current subscriptions for various services
- Demonstrate de-escalation skills to resolve customer issues
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Assisted customers with opening accounts and signing up for new services.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Processed customer adjustments to maintain financial accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
SALES ASSOCIATE
SALLY BEAUTY
Oak Ridge, TN
04.2019 - 10.2019
- Maintained records related to sales, returns and inventory availability
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Applied security and loss prevention training toward recognizing risks and reducing store theft
- Trained and developed new sales team associates in products, selling techniques and company procedures
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites
- Engaged with customers to effectively build rapport and lasting relationships
- Prepared cash deposits up to $1000 with zero discrepancies
- Processed product returns and assisted customers with other selections
- Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications
- Helped customers locate products and checked store system for merchandise at other sites.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Greeted customers, offered assistance in finding requested items and carried merchandise to checkout line.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Increased sales by offering advice on purchases and promoting additional products.
- Maintained records related to sales, returns and inventory availability.
- Engaged with customers to build rapport and loyalty.
SALON COORDINATOR
SALON VISAGE
Knoxville, TN
02.2018 - 06.2018
- Greeted patrons upon arrival at salon, offering prompt, courteous service
- Scheduled appointments by phone, email and in person and recommended additional services
- Maintained client waiting area, ensuring that it was kept clean at all times
- Upsold salon products and services to customers through effective communication and successful marketing methods
- Handled all payments and refunds, making sure that charges and correct tax were applied
- Handled guest complaints calmly and professionally
- Maintained front desk workstation by keeping it clean and organized
- Followed through with client requests in timely manner
- Promoted salon-exclusive products to increase retail sales
- Managed salon's master calendar to organize customer appointments, employee schedules and special events.
- Greeted patrons upon arrival at salon, offering prompt, courteous service.
- Handled all payments and refunds, making sure that charges and correct tax were applied.
- Maintained client waiting area, ensuring that it was kept clean at all times.
- Built business through commitment to excellent customer service, resulting in customer loyalty and retention.
- Maintained organization of salon and cleanliness of each station with regular cleaning and floor sweeping.
- Scheduled appointments by phone, email and in person and recommended additional services.
- Upsold salon products and services to customers through effective communication and successful marketing methods.
- Controlled inventory by tracking expenses, purchases and shelf stock.
PRODUCTION ASSOCIATE
PHOTO BARN
Knoxville, TN
11.2017 - 02.2018
- Inspected final products to assess compliance with quality standards and established tolerances
- Assembled Photo products according to changing daily work orders and specific customer needs
- Kept work area clean, neat and organized to prevent accidents, mishaps and misplaced tools
- Checked and wrapped items, placed in boxes and labeled cartons for shipping
- Conducted quality inspections of finished products and made minor repairs to meet project expectations
- Inspected final products to assess compliance with quality standards and established tolerances.
- Adhered to all quality control standards by thoroughly evaluating all printed components.
- Checked and wrapped items, placed in boxes and labeled cartons for shipping.
- Prepared materials for assembly work to keep workflows running smoothly.
- Assembled products according to changing daily work orders and specific customer needs.
- Safely operated hand and power tools to complete repetitive tasks.
- Graded and packaged finished products, transporting items for additional processing, storage or shipment off-site.
- Maintained maximum organization and productivity by properly sorting project components on work tables.
INSURANCE AGENT
SITEL
Oak Ridge, TN
10.2015 - 08.2017
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high- stress situations
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation
- Upsold additional products and services after identifying customer needs and requirements
- Completed coverage applications to obtain underwriting approvals
- Identified issues and took appropriate action to deliver speedy resolution
- Spent ample time with each customer, going over and explaining documents to ensure that key information was understood
- Maintained high standards of customer service by building relationships with clients 3RD POSITION
- Cultivated new business by offering presentations on financial well-being to individuals and groups on term and whole life insurance.
- Maintained high standards of customer service by building relationships with clients.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.
- Obtained underwriting approval by completing application for coverage.
- Upsold additional products and services after identifying customer needs and requirements.
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Finalized sales and collected necessary deposits.
- Collected premiums on or before effective date of coverage.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
3RD POSITION MANAGER
GIT N GO
Clinton, TN
01.2015 - 10.2015
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
- Counted cash in register drawer at beginning and end of shift
- Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Worked closely with Store Manager to solve problems and handle customer concerns
- Mentored new team members on registers, meeting customer needs, maximizing group performance and maintaining high satisfaction with customers
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency
- Arranged paper and electronic payment records to maintain well-organized fill systems and recordkeeping compliance
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
Bachelor's degree - Human Resources
Ashford University
08.2021 - Current
Esthetics License - Esthetics
TENNESSEE SCHOOL OF BEAUTY
Knoxville, TN 09.2016 - 05.2017
HIGH SCHOOL DIPLOMA - undefined
OLYMPIC HIGH SCHOOL
Skills
Customer Service
Cash Handling
POS Systems
Multi-line phoneNaturalProblem-solvingPunctualTypingWritten Communication
Telecommunication
English
Japanese
Key Holder Experience
Computer Literacy
Time Management
MS Office SuiteOrganization
Active Listening
Customer-orientedAttention to Detail
Memorization and recallConflict ResolutionMulti-tasking Strength
Professional Demeanor
Communication
Staff Management
Creative Merchandising
Project Management
People-orientedVerbal Communication
Timeline
Bachelor's degree - Human Resources
Ashford University
08.2021 - Current
CUSTOMER SERVICE SPECIALIST
COMCAST
06.2020 - Current
SALES ASSOCIATE
SALLY BEAUTY
04.2019 - 10.2019
SALON COORDINATOR
SALON VISAGE
02.2018 - 06.2018
PRODUCTION ASSOCIATE
PHOTO BARN
11.2017 - 02.2018
Esthetics License - Esthetics
TENNESSEE SCHOOL OF BEAUTY
09.2016 - 05.2017
INSURANCE AGENT
SITEL
10.2015 - 08.2017
3RD POSITION MANAGER
GIT N GO
01.2015 - 10.2015
HIGH SCHOOL DIPLOMA - undefined
OLYMPIC HIGH SCHOOL