Marsha Smith
Senior Customer Support Representative
Peculiar,Missouri
Summary
Top-performing customer service representative with extensive experience assisting customers on the telephone and in person. Committed to balancing company goals while assisting all customers.
Overview
17
17
years of professional experience
Work History
Retail Apparel Associate
Walmart Inc.
12.2024 - Current
- Greeted and interacted with over customers to assist in selecting and locating merchandise.
- Selected, recommended and located merchandise based on customer needs and desires.
- Facilitated a positive working environment by fostering strong relationships among coworkers and demonstrating a commitment to teamwork.
- Increased customer satisfaction by assisting with clothing selections and providing personalized fashion advice.
- Maintained an up-to-date understanding of company policies related to pricing adjustments or markdowns so as not to misinform customers during their decision-making process.
Customer Service Representative
CVS Health
10.2008 - 04.2023
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Adhered to company policies and procedures while providing superior service.
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Updated and maintained database with accurate customer information and timely data entry.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Logged details of customer service calls in computer system following correct protocols.
- Processed orders and detailed transaction information to customers.
- Provided account information to customers and explained bill service policies and customer rights.
- Tracked all incoming calls and emails from customers using appropriate software applications.
Education
Bachelor of Arts (B.A.) - Human Relations
Mid America Nazarene University
Olathe, KSSkills
- Customer Relations
- Report Preparation
- Microsoft Excel
- Order Fulfillment
- Active Listening
- Quality Assurance Controls
- Typing Proficiency
- Critical Thinking
- Technical Support
- Conflict Resolution
- Administrative Support
- Customer Consulting
- Problem-Solving Ability
- Professional Telephone Demeanor
- Call Triaging
- Pharmaceutical Terminology Knowledge
Complaint handling
Timeline
Retail Apparel Associate
Walmart Inc.
12.2024 - Current
Customer Service Representative
CVS Health
10.2008 - 04.2023
Bachelor of Arts (B.A.) - Human Relations
Mid America Nazarene University