Leroy Burtchell
Business Management/Virtual Customer Service
La Grange,TX
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Top-notch Online Customer Service Representative with extensive experience providing exceptional client engagement and support through various online channels. Proven track record of success in responding to customer inquiries, resolving complaints and managing customer accounts. Collaborative and dedicated to building long-term relationships with clients. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Virtual Customer Service Representative
Amazon
Virtual
09.2020 - Current
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Helped customers navigate website to order [Product or Service] online for added convenience and access to larger inventory.
- Investigated and resolved accounting, service and delivery concerns.
- Answered live online chats to give quick answers and solve problems faster.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Assisted clients with product questions to facilitate online ordering process.
- Met customer call guidelines for service levels, handle time and productivity.
FES Front End Supervisor
The Home Depot Inc
Brenham, TX
05.2007 - 09.2020
- Utilized store analytics to identify areas of improvement in customer experiences.
- Trained team members in successful strategies to meet operational and sales targets.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Created employee schedules to align coverage with forecasted demands.
- Trained newly hired sales team in upselling techniques.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
Retail Store Manager
Sears Hometown & Outlet Stores Inc.
Brenham, TX
09.1997 - 05.2007
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Submitted orders for new inventory.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Trained team members in successful strategies to meet operational and sales targets.
- Created employee schedules to align coverage with forecasted demands.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Managed cash control, and store opening and closing procedures.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Education
Associate of Business Administration - Business Administration And Management
Blinn College
Brenham, TX06.1996
Skills
- Business Growth
- Tact and Sensitivity
- Fraud Prevention and Detection
- Call Center Operations
- Website Navigation
- Program Promotion
- Customer Experience Management
- Microsoft Office
- Inventory Control
- Providing Feedback
- Complex Product Knowledge
- Loan Applications
- Business Leadership
Certification
- Licensed First Responder in First Aid, CPR and Defibrillator.
Timeline
Virtual Customer Service Representative
Amazon
09.2020 - Current
FES Front End Supervisor
The Home Depot Inc
05.2007 - 09.2020
Retail Store Manager
Sears Hometown & Outlet Stores Inc.
09.1997 - 05.2007
Associate of Business Administration - Business Administration And Management
Blinn College