Summary

Overview

Work History

Education

Skills

Timeline

Lulu I. Redfeather

Summary

Available to discuss a challenging and responsible position where my education and experience can be fully utilized to our mutual benefit. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

years of professional experience

Work History

Office Manager/Administrative Assistant/Daycare Provider Assistant/Trainer

Imani Kids Daycare & Tutorial Services

07.2012 - 02.2020

Responsibilities included service and relations
Duties included,
Filing
Sending out email and US Mail
Scheduling and planning
Answering large number of phone calls
Inputs Financial Information into Computer Program
Training daycare providers in aspects of customer service and policies of the daycare/tutorial service
Assists with Daycare Provider Duties as necessary: Feeding, Changing, Play time, Nap time, Snacks and Learning time.
Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Executed record filing system to improve document organization and management.
Scheduled office meetings and client appointments for staff teams.
Sorted and distributed office mail and recorded incoming shipments for corporate records.
Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
Generated reports and typed letters in Word and prepared PowerPoint presentations.
Handled client correspondence and tracked records to foster office efficiency.
Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.

Customer Service Representative 1 & 2-Work From Ho

Cornerstone Brands

06.2016 - 06.2017

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answered customer telephone calls promptly to avoid on-hold wait times.
Answered constant flow of customer calls with minimal wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Provided primary customer support to internal and external customers.
Recommended products to customers, thoroughly explaining details.
Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided information regarding charge accounts and loyalty programs.

Retail Specialist Work From Home/Customer Service Director

Kelly Connect At Home

08.2014 - 08.2015

Greeted customers, helped locate merchandise and suggested suitable options.
Offered each customer top-notch, personal service to boost sales and customer satisfaction.
Informed customers of current store promotions to encourage additional sales purchases.
Answered customer questions about products and services, helped locate merchandise and promoted key items.
Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
Listened to customer needs and desires to identify and recommend optimal products.
Built customer loyalty and retention by delivering excellent shopping experiences.
Developed strong rapport with customers and created positive impression of business.
Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Built strong relationships with field operations team to support business development opportunities and improve service.
Generated, compiled and distributed [Timeframe] reports of sales leads and up-sell opportunities.
Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
Audited customer support procedures and collaborated regionally to promote standardization across offices.

Customer Service Representative Work From Home

Teletech At Home

10.2009 - 03.2011

Call Center
Responsibilities included customer service and relations
Duties included:
Inbound Calls
Outbound Calls
Updates Customer Accounts
Transferred calls to proper departments and extensions
Answering large number of phone calls
Took care of customer concerns and questions regarding orders and sales products
Data Entry
Updated customer information and uses proper maintenance procedures on customer accounts
Uses FcClient, Lotus Notes, and Yantra software.
Answered customer telephone calls promptly to avoid on-hold wait times.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answered constant flow of customer calls with minimal wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Provided primary customer support to internal and external customers.
Recommended products to customers, thoroughly explaining details.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

Customer Service Representative/Call Center Superv

Knowledge Unlimited Learning Association

11.2001 - 08.2009

Responsibilities included customer service and relations
Duties included:
Inbound Calls
Outbound Calls
Sending out email
Answering large number of phone calls
Placed orders for customers using Sigma Program
Took care of customer concerns and questions regarding orders and products
Data Entry
Trained customer service representatives for three years before company closed down
E
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Documented and detailed calls and complaints using call center's CRM database.
Resolved concerns with products or services to help with retention and drive sales.
Answered over [Number] calls per shift to meet fast-paced call center demands.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Educated customers on current promotions, upgrades or new offerings available under current plan.
Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
Maintained accurate and current customer account data with manual forms processing and digital information updates.

Education

Bachelors of Science degree - Educational Studies

Grand Canyon University

Phoenix, AZ

06.2020

G.E.D - High School Diploma

North Adult High School

Columbus, Ohio

10.2002

High School Diploma -

Fort Hayes Metropolitan Education Center