Leslie Roberts
Customer Service Representative
Albany,Georgia
Summary
Dedicated professional with proven performance in management, leadership and communication. Detail-oriented in problem- solving and planning. Dedicated worker with excellent communication, time management and computer skills. Aiming to leverage all abilities to successfully fill the vacancy at the company. Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service. Experience in diverse retail environments. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Automotive Service Writer
Finnicum Motor
Leesburg, GA
02.2023 - 06.2023
- Courteously greeted customers and assisted with initiating service requests.
- Researched vehicle maintenance history to determine maintenance needs.
- Documented service information in system within client profiles and updated repair status.
- Created service order requests by documenting customer complaints and repair needs in work orders.
- Scheduled repair work by assigning tasks to mechanics based on skills and availability.
- Consulted with customers regarding needs and addressed concerns.
- Discussed options with customers, helping each make optimal choices for individual needs.
Assistant Store Manager
Leslie Harmon- Roberts
Albany, Georgia
12.2021 - 01.2023
- Interviewed potential job candidates and made hiring recommendations to general manager.
- Utilized knowledge of company products and services to make recommendations and up-sell items 100% according to customer needs
- Maintained hands-on knowledge of job roles and regularly stepped in to perform business duties.
- Resolved customer complaints and handled refunds and returns to promote satisfaction.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
Remote Captioning Assistant
Hamilton Relay
Albany, GA
07.2018 - 11.2021
- Planned, placed and synchronized all captions with dialogues.
- Interpreted and translated dialogues into captions for English-speaking and non-English speaking audiences.
- Consistently typed 35+ wpm with 1% error rate.
- Provided excellent customer service by dictating and captioning variety of conversational topics verbatim.
- Edited and reviewed captioned reports for clarity, grammar and spelling.
- Listened to speakers and repeated words verbatim into voice recognition software.
- Used keyboards by typing corrections and other words.
- Worked effectively in fast-paced environments
- Converted audio content manually into text captions for individuals with hearing loss.
- Worked quickly and accurately to meet productivity goals.
- Proofread automated captions and typed corrections.
CHILD NUTRITION WORKER
Dougherty County School System
Albany, Georgia
08.2015 - 10.2018
- Developed and implemented action plans to improve nutrition deficiencies and excesses.
- Created new recipes based on local, organic and sustainable food sources.
- Maintained composure and work quality while under stress.
- Sanitized pots, pans, utensils, kitchen appliances and equipment using company-approved cleaning supplies.
- Maintained high personal grooming standards and uniform presentation.
- Washed, peeled and cut various foods such as fruits and vegetables to prepare for cooking or serving hundreds of people.
- Reduced kitchen accidents by maintaining high standards of cleanliness and organization.
- Lifted and carried heavy materials.
- Adhered to procedures in preparing food items.
- Used manual or electric appliances to clean, peel, slice and trim foods.
- Pushed, pulled and transported large loads and objects.
- Operated cash register for processing children's food payments.
- Maintained proper portions on plates and coordinated food service.
- Oversaw food and supplies inventory with effective management of stock and usage.
Customer Service Representative
Teleperformance USA
Albany, GA
06.2013 - 06.2015
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Consulted with customers to resolve service and billing issues.
CUSTOM FRAMING MANAGER
Michaels Arts and Crafts
Albany, GA
01.2012 - 06.2013
- Operated cash register, handle money and give correct change.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Mentored new sales associates to contribute to store's positive culture.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
STORE MANAGER
Video Warehouse
Albany, GA
02.2010 - 01.2012
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Rotated merchandise and displays to feature new products and promotions.
- Supervised guests at front counter, answering questions regarding products.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Rotated stock to achieve optimum appeal and minimize shrinkage.
- Trained and mentored associates to teach daily tasks and procedures.
ASSISTANT STORE MANAGER
Simply Fashion
Albany, GA
10.2007 - 02.2009
- Created weekly schedules based on predicted staffing needs, budgets and employee requests.
- Addressed employee issues, performed corrective actions and terminated employment when necessary.
- Analyzed sales numbers and performance metrics to locate deficits and implement process improvements.
- Coordinated employee schedules according to availability and made staffing adjustments to cover shifts.
- Evaluated customer feedback and complaints to locate weaknesses and improve service.
- Stocked and organized products in storage spaces and retail shelves.
- Interviewed and hired prospective employees according to team needs.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
Education
GED -
Albany Technical College
Albany, GA06.2010
Skills
- Customer Service
- Desktops, Laptops and Mobile Devices
- Multitasking Abilities
- Data Entry
- Handling Complaints
- High-Volume Environments
- Financial Transactions
- Process Transactions
- Sales and Up-selling
- Customer Data Confidentiality
- Inbound and Outbound Calling
- Typing Proficiency
- Call Center Operations
- Inbound and Outbound Calling
- Customer Support
Timeline
Automotive Service Writer
Finnicum Motor
02.2023 - 06.2023
Assistant Store Manager
Leslie Harmon- Roberts
12.2021 - 01.2023
Remote Captioning Assistant
Hamilton Relay
07.2018 - 11.2021
CHILD NUTRITION WORKER
Dougherty County School System
08.2015 - 10.2018
Customer Service Representative
Teleperformance USA
06.2013 - 06.2015
CUSTOM FRAMING MANAGER
Michaels Arts and Crafts
01.2012 - 06.2013
STORE MANAGER
Video Warehouse
02.2010 - 01.2012
ASSISTANT STORE MANAGER
Simply Fashion
10.2007 - 02.2009
GED -
Albany Technical College
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