Lisa Gosler
Worcester,MA
Summary
Dynamic customer service professional with proven success at West Boylston Municipal Lighting Plant, excelling in complaint handling and problem resolution. Recognized for enhancing customer retention through effective communication and critical thinking. Proficient in CRM software and adept at streamlining processes to elevate customer experiences. Committed to delivering exceptional support and fostering client relations.
Overview
2022
2022
years of professional experience
Work History
Customer Specialist
West Boylston Municipal Lighting Plant
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer inquiries via phone, email and web-based platforms.
- Provided customers with detailed information on company products, services and materials.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Directed customers to appropriate departments for additional support.
- Assessed and offered solutions to improve procedures and customer experiences.
- Requested escalation for unresolved issues.
- Streamlined internal processes for improved efficiency and better customer service delivery.
- Achieved high customer retention rates by consistently delivering exceptional support and assistance.
- Investigated and resolved customer inquiries and complaints quickly.
Sales Associate
AC Moore
Worcester, MA
04.2012 - 04.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Increased customer loyalty with personalized shopping experiences and attentive service.
- Managed efficient cash register operations.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Used in-store system to locate inventory and place special orders for customers.
- Performed cash, card, and check transactions to complete customer purchases.
Education
Associate Of Applied Business - Accounting
Quinsigamond Community College
Worcester, MA05.1997
Skills
- Complaint handling
- CRM software
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Team collaboration
- Verbal and written communication
- Creative problem solving
- Money handling
- Decision-making
- Problem resolution
- Customer relations
- Microsoft Excel
- Call center experience
- Data entry
- Computer proficiency
- Client relations
- Appointment scheduling
- Payment processing
- De-escalation techniques
- Administrative support
- Call management
Timeline
Sales Associate
AC Moore
04.2012 - 04.2021
Customer Specialist
West Boylston Municipal Lighting Plant
Associate Of Applied Business - Accounting
Quinsigamond Community College