Layla Gray
Pensacola,FL
Summary
At Walmart, I spearheaded initiatives that significantly enhanced customer satisfaction, utilizing my expertise in customer service software and de-escalation techniques. My proactive approach in mentoring new hires and resolving conflicts underscored my problem-solving abilities and calm demeanor, contributing to a positive and efficient team environment. While also being a Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
3
3
years of professional experience
Work History
Front End Checkout TA
Walmart
07.2021 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Escambia High School
Pensacola, FL05.2023
Skills
- Positive Attitude
- Computer Skills
- Calm and Patient Demeanor
- Problem-solving abilities
- Active Listening
- Customer Service
- Critical Thinking
- Conflict Resolution
- Microsoft PowerPoint
- Staff Training
- De-Escalation Techniques
- Customer Relations
- Problem Resolution
Timeline
Front End Checkout TA
Walmart
07.2021 - Current
High School Diploma -
Escambia High School