Mozetta Cook
Hampton,VA
Summary
Accomplished Customer Service Representative at Merchants Metals, adept in critical thinking and Microsoft Excel, significantly enhanced customer loyalty through empathetic conflict resolution. Proven leadership in fast-paced environments, notably at LL Flooring, by streamlining operations and fostering team development, achieving notable improvements in productivity and customer satisfaction.
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Merchants Metals
02.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Store Manager
LL Flooring
02.2016 - 02.2024
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
Team Leader Manager
Chick-fil-A
12.2009 - 10.2016
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
Assistant Manager
Popeyes
10.2013 - 02.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Education
High School Diploma -
Douglas Southhall Freeman
RichmondSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Scheduling
- Team development
- Documentation
- Customer relationship management (CRM)
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Milllion Dollar Sales Club.
When I was a store manager at LL Flooring. I was one of 30 stores managers who made over 1 million dollars in sales in the years. of 2021-2022. I was able to achieve this by selling the total package with customers. Making sure I pad very close detail to the things the needed. Making the whole experience hassel and worry free from start to finish.
Timeline
Customer Service Representative
Merchants Metals
02.2024 - Current
Store Manager
LL Flooring
02.2016 - 02.2024
Assistant Manager
Popeyes
10.2013 - 02.2016
Team Leader Manager
Chick-fil-A
12.2009 - 10.2016
High School Diploma -
Douglas Southhall Freeman
Similar Profiles
Cedric RayCedric Ray
Customer Service Representative at Merchants MetalsCustomer Service Representative at Merchants Metals
Corey JolliffeCorey Jolliffe
Truck-driver at Merchants MetalsTruck-driver at Merchants Metals
TRENT RAMEYTRENT RAMEY
Customer Service Representative at Merchants MetalsCustomer Service Representative at Merchants Metals