Summary
Overview
Work History
Education
Skills
Timeline
Generic

Maryrose Lim

Daytona Beach,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience

Work History

Customer Service & Sales

JCPenney Fine Jewelry
08.2021 - Current
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Updated account information to maintain customer records.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Conducted training sessions for Customer Service Representatives on various aspects of job including soft skills development, product knowledge enhancement, and procedural updates.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Exceeded performance metrics consistently, earning recognition as top performer within the team.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Created and maintained detailed database to develop promotional sales.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Provided primary customer support to internal and external customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Trained new personnel regarding company operations, policies and services.
  • Trained staff on operating procedures and company services.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Admin Professional/Staffing Coordinator

UF Health Stands Hospital
05.2015 - 07.2021
  • Ensures that accurate records of schedule time, unscheduled time, time worked, time paid and attendance are maintained for assigned cost centers. Provided communication linkage between Depart of Nursing and Patient services, employees, Nursing management and nursing units in relation to staffing issues. Provides structure and support to Department of Nursing and Patient services and institution by following established office procedures, having accurate documents available for staff review. Staffing Associate provide administrative support to achieve organizations mission of excellent patient care and nursing's vision of setting new standard of excellence in autonomous and accountable nursing practice committed to patient advocacy and innovative patient care in climate of trust collaboration. Position required extensive phone contact, public contact and public service and computer knowledge. Clear speech and legible handwriting, ability to handle multiple demands/requests simultaneously with follow-through.

Customer Service Manager

Justice Tween Brands
05.2012 - 04.2015
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Took ownership of customer issues and followed problems through to resolution.
  • Strengthened communication skills through regular interactions with others.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Self-motivated, with a strong sense of personal responsibility.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Proven ability to learn quickly and adapt to new situations.
  • Gained strong leadership skills by managing projects from start to finish.
  • Organized and detail-oriented with a strong work ethic.
  • Developed and maintained courteous and effective working relationships.

Education

Associate of Science - Business Administration

Truckee Meadows Community College
Reno, NV
05.1999

High School Diploma -

Robert Mc Queen High School
Reno, NV
06.1997

Skills

  • Professional telephone demeanor
  • Issue and Complaint Resolution
  • Bi- lingual
  • Teamwork and Collaboration
  • Active Listening
  • Customer Service
  • Microsoft Excel
  • Administrative Support
  • Inbound Call Management
  • Call Documentation
  • Microsoft Outlook
  • Problem-solving
  • Critical Thinking
  • Computer Skills
  • Calm and Professional Under Pressure
  • Multi-Line Phone Systems

Timeline

Customer Service & Sales

JCPenney Fine Jewelry
08.2021 - Current

Admin Professional/Staffing Coordinator

UF Health Stands Hospital
05.2015 - 07.2021

Customer Service Manager

Justice Tween Brands
05.2012 - 04.2015

Associate of Science - Business Administration

Truckee Meadows Community College

High School Diploma -

Robert Mc Queen High School

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Maryrose Lim