LELIA HOOD
Interlachen,FL
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
- 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.
- Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
- Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
- 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, ad providing customized solutions to build loyalty.
- Motivated Customer service technician experienced in seasonal roles with superior talent for getting up to speed quickly and driving sales. Offers flexible schedule to work peak seasonal hours. Delivers excellent customer service by practiced listening and speaking skills. Understands and utilizes sales, merchandising and marketing skills.
- Knowledgeable and dedicated customer service professional with extensive experience in many top industry's. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
- 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.
- Motivated Customer Service Representative with over 20+ years of retail experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goal.
- Retail professional with extensive knowledge of fashion industry and current trends. Enjoys helping customers find stylish and affordable clothing and accessories.
- Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate internet systems.
- Friendly with a Number of years of dedicated customer service experience. Dedicated to exceeding service goals through effective communication skills and abilities. Expert in Microsoft Office with training in Customer service.
- Competent Sales representative driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues.
Overview
39
39
years of professional experience
Work History
Customer Service Representative
Neighborhood Handyman
Interlachen, FL
05.2016 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding charge accounts and loyalty programs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of Number calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Promptly responded to inquiries and requests from prospective customers.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Effective liaison between customers and internal departments.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Promoted available products and services to customers during service, account management and order calls.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Investigated and resolved accounting, service and delivery concerns.
- Facilitated inter-departmental communication to effectively provide customer support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Implemented and developed customer service training processes.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Resolved Type issues over phone with Number customers daily.
- Optimized customer support by establishing collaborative service environment.
- Entered orders into Type computer database system.
- Followed up with customers about resolved issues and completed Action and Action to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Handled Type customers in fast-paced Type setting in coordination with solid team of Number customer service associates.
- Effectively communicated with customers about account changes, new Type products or services and potential Type upgrades.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Recorded actions taken, issues resolved and Type information to effectively manage customer accounts.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Assessed caller accounts to determine Type benefits, identify service needs and resolve issues.
- Surpassed sales goals through implementation of effective marketing strategies.
- Provided ongoing guest service.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Improved overall efficiency Number% by anticipating needs and providing outstanding support.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Developed, updated and organized Software databases to handle customer and Type data.
- Devised workaround solutions for Type-related issues, resulting in Result.
- Promised best prices for Type customer services and maintained accuracy when determining quotes.
- Validated Type and Type paperwork to boost Area of expertise efficiency.
Self Employed
Saleliason
Interlachen, FL
04.2015 - Current
- Communicated effectively with management concerning important customer issues.
- Provided training and mentoring to new staff to maximize performance.
- Grew repeat client base by Number% through effective marketing and customer service.
- Recorded weekly supply and inventory needs and made regular orders worth $Amount.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Artist-in-Residence
Self-employeed
Interlachen, FL
07.1997 - Current
- Contributed to creative process through original ideas and inspiration.
- Utilized oil paints, acrylics and charcoal to design mixed media, drawings and painting pieces.
- Made use of materials, such as ink, watercolors, charcoal, oil, computer software, paints and pencils to complete unique piece for customers.
- Created custom drawings and paintings using fine oils, acrylics and charcoal on high quality canvas.
Education
Web Design Certificate - Computers
Hernando County Adult Education
Brooksville, FL06.2013
GED - High School Equivalency
Florida Adult Education GED
Hernando, FL02.2013
Skills
- Efficient and Detail-Oriented
- Upselling Products and Services
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Order and Refund Processing
- Courteous with Strong Service Mindset
- POS Systems and Ordering Platforms
- Understanding Customer Needs
- Customer Account Management
- Data Entry and Maintenance
- Call Documentation
- Building Customer Trust and Loyalty
- Adobe Systems Adobe Photoshop
- Reading Comprehension
- Microsoft Internet Explorer
- Strong Analytical and Problem-Solving Skills
- Answering Customer Questions
- Information Inputting
- Active Listening
- Credit Card Payment Processing
- Social Perceptiveness
- Time Management
- Customer Service and Assistance
- Adobe Systems Adobe Acrobat
- Document Conversion
- Telephone Management
- Microsoft Office
- Cash Register Operations
- Correcting Discrepancies
- Report Preparation
- Microsoft Access
- Handheld Computer Device Software
- Customer Inquiry Response
- Consulting Supervisors
- Inquiry Requests
- Microsoft Windows
- Merchandise Arrangements
- Adobe Systems Adobe Creative Cloud
- Microsoft Excel
- Microsoft Outlook
- Adobe Systems Adobe Flash
- Report Creation
- Electronic Information Systems
- Call Transfers
- Cultural Sensitivity
- Inbound and Outbound Calling
- Google Drive
- Online Chat
- Team-Oriented and Cooperative
- Recommending Solutions
- Promotional Information
- Proficiency in Microsoft Office and G Suite
- YouTube
- Speaking
- Service-Orientation
- Persuasion
- Coordination
- Certificate in Web Design
- Certificate in Human Trafficking "Recognize & Respond"
- Certificate in Conflict Resolution
- Trained in social media content
- Experience in Customer service
- Expieriance in product inventory
- Cashier's experience
- Sales experience
- Filing
- Appointment coordinator
- Online customer service
- Phone skills
- Multi tasker
Timeline
Customer Service Representative
Neighborhood Handyman
05.2016 - Current
Self Employed
Saleliason
04.2015 - Current
Artist-in-Residence
Self-employeed
07.1997 - Current
Web Design Certificate - Computers
Hernando County Adult Education
GED - High School Equivalency
Florida Adult Education GED
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