Nalah Fortson
Killeen,TX
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Customer Experience Professional
Lowe's Corporate
12.2022 - 07.2023
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Adhered to established customer satisfaction strategies to support swift issue resolution.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Investigated customer complaints and escalated issues to address critical requests.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Gathered data from appropriate sources to assist in determining customer needs and requirements.
- Formatted documents using Microsoft products follow specific corporate style guides.
- Deployed Microsoft Teams across enterprise to enhance collaboration.
- Documented calls according to Lowes' policies for use in performance measurement and business progress tracking.
- Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
- Resolved minor to moderate technology faults, supporting constant availability and consistent performance.
- Documented and updated customer records in Salesforce to record interactions and facilitate follow-up.
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
Customer Service Representative/BDC
Keating Auto Group
10.2022 - 11.2022
- Managed customer accounts
- Conducted customer service surveys
- Handled reservations
- Resolved customer issues
- Booked appointments for clients
- Worked in inbound call center
- Assisted customers via live chat
- Responded to inquiries and issues
- Inventoried spreadsheets
- Created call center scripts
HEB Personal shopper
HEB
08.2021 - 10.2022
- As Personal Shopper handled delivery details and schedules, respond to customers' inquiries and concerns, ensures quality of items, and resolves complaints by conducting product replacements and issuing refunds as needed
- Build long term customer relationships
- Dispensed orders to customers in a timely and organized manner
- Trained on electronics as far as store phones and computers to manage orders and customer needs
- Navigate through company systems and applications which runs the department.
Cashier
The Home Depot
02.2019 - 06.2021
- Checked identification for proof-of-age and refusing spray paint sales to customers
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance
- Educated customers on promotions to enhance sales
- Answered questions about store policies and concerns to support positive customer experiences
Pro Associate
The Home Depot
05.2019 - 11.2019
- Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Efficiently processed new orders, completing [50]+ daily transactions with remarkable accuracy
- Arranged paper and electronic payment records to maintain well-organized fill systems and record keeping
- Answered questions about store policies and concerns to support positive customer experiences
- Organized and reported on financial information to document payment histories and assist with sound financial accounting
Education
High School Diploma -
C E Ellison High School
Killeen, TXSkills
Multi-tasking strengthProblem-solving skillsExceptional customer serviceCommunication skillsInterpersonal skillsClient serviceE-CommerceCRM SoftwareCustomer support
Multi-line phone talent
Complaint resolution
Recordkeeping
Call center operations
Interaction documentation
Personal computer maintenance
Customer retention
Timeline
Customer Experience Professional
Lowe's Corporate
12.2022 - 07.2023
Customer Service Representative/BDC
Keating Auto Group
10.2022 - 11.2022
HEB Personal shopper
HEB
08.2021 - 10.2022
Pro Associate
The Home Depot
05.2019 - 11.2019
Cashier
The Home Depot
02.2019 - 06.2021
High School Diploma -
C E Ellison High School