Loretta Rolph
Summary
Highly motivate Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time. Strong people skills, desire to help team members succeed and grow, dedicated to helping promote a positive work environment.
Overview
20
20
years of professional experience
Work History
Customer Relations Supervisor
HairDirect
Lancaster, PA
07.2020 - 01.2022
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Monitored actionable insights to improve efficiency and performance.
- Took care of time cards for payroll.
- Over seen work schedules for my team and made adjustments as needed.
- Attended weekly meetings with different department heads to collaborate the day to day operations.
Customer Relations Specialist
HairDirect
Lancaster, PA
10.2003 - 07.2020
- Managed and completes daily task list in Sales Force
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Fielded customer questions regarding available merchandise, sales, current prices.
- Took incoming calls from customers related to products, hair system orders.
- Contacted customers during scheduled appointments Via phone, webcam, to place product or hair system orders, answer any order related questions or concerns.
- De-escalated situations involving dissatisfied customers, offering patient assistance and support.
- Took incoming calls from potential customers providing guidance on how to get started with ordering for the first time, answering any questions or concerns.
- Took incoming calls from existing customers related to products, hair system orders, tracking/shipping, payments.
- Created HSS for customers using technical standards created by Hair Direct proficient.
- Answered new and existing customer emails daily.
- Lead technical and product training when onboarding of new Customer Relations Specialist.
- Answered calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Stylist
Masonic Homes
Elizabethtown, PA
09.2001 - 10.2003
- Suggested treatments and styles to suit customer appearance and fashion choices.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Performed services which included chemical, waving and coloring services as well as finishing styles.
Education
Cosmetology Education
Empire Beauty School Lancaster
Columbia Avenue Lancaster, PA05.1994
GED -
Hempfield Senior High School
Landisville, PA01.1990
Skills
- Team Management and Supervision
- Handling Customer Complaints
- Complex Problem Solving
- Acted as support system as needed during day to day challenges facing my team
- Lead customer retention efforts by intervening in hair order refunds, auditing customer accounts
- Brought issues and trends that affected the customer's experience to leadership to help facilitate solutions
- Identified areas where my team needed help and improvements
- Scheduled monthly meetings with staff to identify areas needing improvement, offered suggestions to help with time management, set achievable goals to help with performance and helping individuals grow
Timeline
Customer Relations Supervisor
HairDirect
07.2020 - 01.2022
Customer Relations Specialist
HairDirect
10.2003 - 07.2020
Stylist
Masonic Homes
09.2001 - 10.2003
Cosmetology Education
Empire Beauty School Lancaster
GED -
Hempfield Senior High School
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