Megan Bollinger
customer service rep
Zanesville,OH
Summary
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
19
19
years of professional experience
Work History
Customer Service Representative
H&r Block
01.2024 - Current
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Store Manager
Gymboree
10.2009 - 03.2013
- Assisted with hiring, training and mentoring new staff members.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Trained and guided team members to maintain high productivity and performance metrics.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Interacted well with customers to build connections and nurture relationships.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
Reset Specialist
Acosta Sales And Marketing
01.2005 - 01.2008
- Investigated current trends and innovative techniques to create unique displays.
- Reset specific store departments or entire stores and fully set up new stores according to planograms.
- Assisted in the development of training materials for future Reset Specialists, ensuring uniformity in approach and expectations across the company.
- Efficiently managed resources such as equipment and supplies needed for successful completion of each reset assignment.
Education
No Degree - English Education
Zane State College
Zanesville, OHSkills
- Product Promotion
- Problem-solving abilities
- Brand representation
- Teamwork and Collaboration
- Work Prioritization
- Calm Under Pressure
- Product and service knowledge
Timeline
Customer Service Representative
H&r Block
01.2024 - Current
Store Manager
Gymboree
10.2009 - 03.2013
Reset Specialist
Acosta Sales And Marketing
01.2005 - 01.2008
No Degree - English Education
Zane State College