Summary
Overview
Work History
Education
Skills
Mobility - Okaytorelocate
Careerinterests
Honorsandawards
Professionalmembershipsandactivities
Timeline
Generic

LUTHER WEATHERFORD

Durham,NC

Summary

Open and positive communicator with calm and level-headed approach to managing routine needs and meeting special challenges.

Overview

21
21
years of professional experience

Work History

Retail Sales Associate

La Farm Bakery
Cary, NC
10.2023 - 09.2024
  • Assisted customers with finding the right product for their needs.
  • Provided product information and answered customer questions.
  • Demonstrated knowledge of store products and services.
  • Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
  • Greeted customers upon entering the store and provided assistance.
  • Stocked shelves with merchandise according to company standards.
  • Tracked inventory levels throughout the day and restocked items as needed.
  • Organized displays to attract customers and promote sales.
  • Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
  • Operated point-of-sale systems accurately to process payments from customers.
  • Handled customer complaints in a professional manner.
  • Offered suggestions for additional items that may be of interest to customers.
  • Adhered to all safety regulations when handling hazardous materials or working with heavy equipment.

Customer Service Support Coordinator

Verizon Wireless
Wilmington, United States
10.2016 - 08.2023
  • Maintain professional communication with customers and peers while using cross-functional company resources and tools.
  • Diagnose and solve problems for basic technical issues a customer may be experiencing with their current device.
  • Actively listen to customers' issues and offer solutions that are exactly what they need.
  • Provide knowledge of the billing process and explain in detail to customers what they can expect or see on their monthly bill.
  • Demonstrate effective time management and the ability to prioritize and/or manage multiple tasks. Proven ability to work both with a team and independently in a virtual management environment.
  • Team player dependable, flexible, and open to changing business practices and proven ability to work independently
  • Strong working knowledge of ACSS, TRG, WHAT IF, other systems relating to customer care
  • Crossed Trained for both Fraud & Core Overflow projects
  • Good knowledge of Employee Accounts Concession programs and systems
  • Worked in Greenville, SC customer service center from 10/25/16-11/17/18 and then transferred to Wilmington, NC customer service center on 11/18/18- present
  • Completed assessments of client needs and preferences.
  • Facilitated weekly support group meetings for clients.
  • Monitored progress of clients' goals and objectives.
  • Maintained accurate records of client interactions and services provided.
  • Acted as an advocate on behalf of clients when appropriate and necessary.
  • Participated in staff meetings, trainings, conferences. related to job duties and expectations.
  • Answered phone calls, provided information and connected callers to appropriate personnel.
  • Gathered, entered and updated data to maintain departmental records and databases.
  • Made copies, sent faxes and handled all incoming and outgoing correspondence.
  • Worked with finance department to file receipts and reimbursements.
  • Conducted research and summarized findings for executive review, supporting decision-making processes.
  • Updated and maintained office policies and procedures manual, ensuring all practices are current and in line with industry standards.

Telemarketing Manager

Integral Resources, Inc
05.2009 - 10.2016
  • Supervised 25-100+ representatives
  • Provided training on new and updated political topics for both national and international
  • Evaluated representatives on a daily basis to help improve not only daily but weekly/monthly goals
  • Also provided live interactive calls for low performing employees in effort to keep daily goals at client expectations
  • Interviewed prospective candidates for fundraising representative positions
  • Helped establish call center procedures by with both clients and upper management to provide safe and care free work environment
  • Made outbound calls soliciting funds for various nonprofit/political organizations

Manager

CDG Management, LLC
12.2003 - 03.2007
  • Durham, NC, and various locations
  • Made outbound calls soliciting funds for various nonprofit organizations
  • Received management training
  • Evaluated representatives on a daily basis to help improve not only daily but weekly/monthly goals
  • Also provided live interactive calls for low performing employees in effort to keep daily goals at client expectations
  • Interviewed prospective candidates for fundraising representative positions
  • Helped establish call center procedures by with both clients and upper management to provide safe and care free work environment
  • Helped open a new office in Lakeland, FL, subcontracting to IUPA
  • Helped to open a new office in Durham, NC, subcontracting to NCTA

Education

High School or GED -

Gaston Community College
North Carolina, United States

Skills

  • Display Setup
  • Order Processing
  • Regulatory Compliance
  • Loss Prevention
  • Customer Service
  • Money Handling
  • Store Opening and Closing
  • Product Recommendations
  • Flexible Schedule
  • Phone Etiquette
  • Sales expertise
  • Conflict Resolution
  • Customer Needs Assessment
  • Teamwork
  • Cash Handling
  • Stocking and Receiving
  • Time Management
  • POS System Operation
  • Customer Assistance
  • Retail Sales

Mobility - Okaytorelocate

Yes

Careerinterests

Customer Service, Leadership

Honorsandawards

  • 11/13/18, October 2018 Employee of the Month, Brett Austin, Senior Manager, Greenville, SC Customer Service Center
  • 05/31/18, Care Top 25 3 Day Resolution, Iris Wright-Johnson Senior Manager, Greenville, SC customer service center
  • 01/05/18, Most Improved, Joanndra Mccrea, Care Supervisor, Greenville, SC customer service center
  • 06/16/17, Directors Club 1st quarter 2017, Brett Faulkner, Director of Customer Service, Greenville, SC customer service center

Professionalmembershipsandactivities

  • Verizon Wireless, Providing POC support when needed by current supervisor., Made callbacks to customers who have left negative feedback., When I came to Wilmington, NC center I acted as assistant for transition team for 2 weeks.
  • Verizon Wireless, Digital Ambassador for Team Johnson, Acted as transition assistant for new hires when needed., Supported teammates through DTP coaching in effort to improve App Engagement., Support Coordinator Project from 04/2020 - 10/2020., NEE Bridge Support Project from 10/20/2020 - 11/23/2020.

Timeline

Retail Sales Associate

La Farm Bakery
10.2023 - 09.2024

Customer Service Support Coordinator

Verizon Wireless
10.2016 - 08.2023

Telemarketing Manager

Integral Resources, Inc
05.2009 - 10.2016

Manager

CDG Management, LLC
12.2003 - 03.2007

High School or GED -

Gaston Community College

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LUTHER WEATHERFORD