Summary
Overview
Work History
Education
Skills
Timeline
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Lily Rogers

Newcastle,Oklahoma

Summary

Experienced customer service professional with a strong background in service delivery and multitasking. Dedicated to cultivating and sustaining professional relationships to drive business profitability. Proficient in oral and written communication, active listening, and analytical problem-solving. Consistently employs service-oriented behaviors to enhance customer experiences, understand their needs, and deliver customized solutions for increased loyalty.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Foundever
03.2023 - 04.2024
  • Responded to customer requests for products, services, and company information.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Resolved associate, tool and service delivery issues revealed by statistical purposes
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.

Team member

Dunkin
07.2021 - 10.2022
  • Operated register to process payments and collect cash payment for order totals.
  • Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.
  • Developed strong cooperative relationships with coworkers and managers.
  • Learned all required tasks quickly to maximize performance.
  • Contributed to team success by completing jobs quickly and accurately.
  • Maintained productive, efficient approach to all tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
  • Developed strong customer service and product knowledge skills to enhance individual and team performance.
  • Monitored and verified merchandise for proper prices and labels.
  • Addressed and resolved customer complaints in polite and professional manner.
  • Assisted customers in selecting merchandise best suited to needs.
  • Assisted with inventory counts and stocking of merchandise.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Apparel member

Walmart
07.2020 - 05.2021
  • Operated cash register to process customer transactions
  • Displayed and organized products in store to help customers locate products easily.
  • Maintained loss prevention standards by monitoring and observing customers on sales floor.
  • Preserved outlook of store by dusting, styling mannequin designs, cleaning and restocking merchandise.
  • Greeted and interacted with over customers to assist in selecting and locating merchandise.
  • Operated cash register to complete cash, check and credit card transactions.
  • Used POS system to process sales, returns and exchanges.
  • Opened and closed cash registers by counting money, separating charge slips, balancing cash drawers and making deposits.
  • Kept neat and organized apparel section by folding clothing on proper shelves and hanging up clothing on proper racks.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Prioritized helping customers over completing other routine tasks in store.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.

Education

High school diploma -

Newcastle Highschool

Skills

  • Information Security
  • Complaint resolution
  • Data Collection
  • Call Management
  • Product Knowledge
  • Consultative Sales
  • Data Entry
  • Sales expertise
  • Technical Support
  • Computer Proficiency
  • Sales closing
  • Order Fulfillment
  • Live chat support
  • Store maintenance
  • Administrative Support
  • Customer Service
  • Key holder experience
  • Microsoft PowerPoint
  • Product Sales
  • Payment Processing
  • POS systems expert
  • Microsoft Excel
  • Customer Relationship Management (CRM)
  • Call Center Operations
  • Call center experience
  • CRM Software
  • Active Listening

Timeline

Customer Service Representative

Foundever
03.2023 - 04.2024

Team member

Dunkin
07.2021 - 10.2022

Apparel member

Walmart
07.2020 - 05.2021

High school diploma -

Newcastle Highschool

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Lily Rogers