Lenace Washington
Bluefield,VA
Summary
Diligent Customer Service with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Also, experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
36
36
years of professional experience
Work History
Customer Service Representative
Ollie's Bargain Outlet
Bluefield, VA
07.2024 - 07.2025
- Assisted customers with product inquiries and issue resolution.
- Processed transactions efficiently using point-of-sale systems.
- Maintained store organization and cleanliness to enhance shopping experience.
- Collaborated with team members to ensure inventory accuracy and availability.
- Handled customer feedback to improve service delivery and satisfaction.
- Adapted quickly to changing store demands during peak hours.
- Educated customers about store policies and loyalty programs effectively.
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Clerk
Norfolk Southern
Bluefield, WV
09.1989 - 09.2015
- Processed and verified shipping documents to ensure accuracy and compliance with regulations.
- Assisted in inventory management, maintaining accurate records of stock levels and shipments.
- Coordinated communication between departments to facilitate timely resolution of operational issues.
- Implemented improvements to filing systems, enhancing document retrieval efficiency by streamlining processes.
- Trained new clerks on software systems and best practices for data entry and record-keeping.
- Led initiatives to optimize workflow, reducing processing times while maintaining high quality standards.
- Mentored junior staff in customer service protocols, fostering a collaborative team environment.
- Analyzed operational data to identify trends, informing strategic decisions that improved service delivery.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.
- Managed inventory supplies to prevent shortages, ordering necessary items before depletion.
- Ensured compliance with all regulatory requirements by conducting regular audits of office procedures.
- Optimized office space usage, arranging workstations to maximize productivity.
- Enhanced customer service with timely and accurate information when handling inquiries.
- Reduced errors in data entry through rigorous attention to detail and double-checking work.
- Maintained confidentiality of sensitive information, adhering strictly to privacy policies.
- Fostered culture of continuous improvement by suggesting and implementing process enhancements.
Customer Service Representative
JOANN Fabrics and Crafts
Bluefield, VA
09.1998 - 09.2014
- Supported promotional activities by setting up displays and signage.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Education
Associate of Science - Psychology/Sociology
Bluefield State University
Bluefield, WVAssociate of Science - Accounting, Business Law, Stenography, English Lit
The Executive Secretary School
Bluefield, VASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Complaint resolution
- Client relations
- Professional telephone demeanor
- Microsoft outlook
- Follow-up skills
- Call management
- Appointment scheduling
- Documentation
- Administrative support
- Microsoft Office Suite
- Clerical support
Timeline
Customer Service Representative
Ollie's Bargain Outlet
07.2024 - 07.2025
Customer Service Representative
JOANN Fabrics and Crafts
09.1998 - 09.2014
Clerk
Norfolk Southern
09.1989 - 09.2015
Associate of Science - Psychology/Sociology
Bluefield State University
Associate of Science - Accounting, Business Law, Stenography, English Lit
The Executive Secretary School