Lennicia Wilson
Houston,Texas
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer care industry. 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. Experienced in problem-solving, adaptability, service and time management. Specializing in quality, speed, process optimization, as well as the knowledge of service delivery and proven multitasking abilities. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Allow me to use my education, skills, past experiences and ability to be a team player while working well with people, in a way that is mutually beneficial to both myself and my employer. Frequently praised as results-oriented by peers, I can be relied upon to help your company achieve its goals. Ensuring for future growth and advancement.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Security Officer
Guard Texas
07.2021 - Current
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Wrote detailed and comprehensive reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Escorted and observed guests and employees, maximizing safety and protection.
- Investigated suspicious activity or possessions to safeguard assets and protect employees and guests.
- Secured exits and entrances at end of operations, controlling access to building.
- Monitored and authorized entrance of vehicles or people to keep property secure.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Monitored CCTV cameras and alarm systems for security breaches.
- Responded quickly to emergency situations to assess and deflect issues.
Fulfillment Packer
Amazon
11.2019 - 02.2020
- Fulfillment associates are expected to understand aspects of production; adhere to strict safety, quality, and production standards
- Selected and filled orders from stock to fulfill customer requirements.
- Received and reviewed new orders, located requested merchandise, and promptly initiated processing.
- Processing, packaging and shipping orders accurately and above the rate expectation for each task.
- Inspecting products for defects and damages
- Continued meeting or exceeding of department performance goals.
Customer Service Desk Associate
Home Depot
06.2018 - 11.2019
- 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.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Ensured that customer transactions are processed quickly and accurately.
- Built sustainable relationships and trust with customer accounts using open and interactive communication.
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.
- Conferred with customers by telephone or in-person to provide product or service information.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Recorded details of inquiries or complaints to maintain up-to-date records of 100+ customer interactions and transactions.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Trained new personnel regarding company operations, policies and services.
- Processed refunds and exchanges in accordance with company policy.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Cashier
Home Depot
11.2017 - 06.2018
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped over 50 customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Handled cash with high accuracy and took care to check bills for fraud.
- Maintained current knowledge of store promotions and highlighted sales to customers.
Education
Associate of Applied Science - Processing Technology
Lee College
Baytown, TX05.2017
High School Diploma -
St. Croix Educational Complex
United States Virgin Islands06.2014
Skills
- Leadership
- Quality Control Analysis
- Client Requirements
- Conflict Resolution Techniques
- Adaptable and Flexible
- Critical Thinking
- Excellent written and verbal communication skills
- Excellent analytical skills
- Strong networking skills
- Effective listener
- Customer Service
- Call Center Operations
- Issue and Complaint Resolution
Certification
- Licensed Private Security [GuardTexas]-2021/2023
- Associate Advanced Development, [Home Depot] -2019
Timeline
Security Officer
Guard Texas
07.2021 - Current
Fulfillment Packer
Amazon
11.2019 - 02.2020
Customer Service Desk Associate
Home Depot
06.2018 - 11.2019
Cashier
Home Depot
11.2017 - 06.2018
Associate of Applied Science - Processing Technology
Lee College
High School Diploma -
St. Croix Educational Complex
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