N'dea Leuellyn

• Managing incoming calls
• Handling and responding to emails, letters, and other forms of communication
• Assisting clients by addressing their inquiries, concerns and needs while maintaining a positive, helpful and professional demeanor
• Managing calendars, scheduling appointments and coordinating meetings
• Data Entry: Accurate input of data into spreadsheets, databases and other systems
• Document Preparation: Creating, editing, formatting documents, reports, and presentations
• Filing and Record Keeping: Organizing and maintaining digital and physical files
• Created and maintained databases to track and record customer data

• Handle inbound customer contacts through various channels such as telephone, email, live chat and physical mail
• Managed customer service-related projects and tasks, including order and invoice proofing, customer correspondence and follow-up, billing, returns processing and updating customer profiles across systems.
• Ensured timely responses to incoming customer contacts by effectively managing between-contact times.
• Drove individual customer contacts to resolution by accurately handing over 100 inbound contacts daily through telephone, e-mail, live chat, SMS or physical mail and processed all associated work and documentation.
• Collaborated with cross-functional departments to handle complex and unusual resolutions via multiple platforms.
• Efficiently processed customer orders, catalog requests, and all other customer service inquiries as requested.
• Process order cancellations, returns and warranties
• Provide shipping and order statues, and process order updates
• Offered advice and assistance to customers, paying attention to special needs or wants
• Participated in team meetings and training sessions to stay informed about product updates and changes
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
• Sought ways to improve processes and services provided

Sales Associate

• Maintained tidy and organized store to comply with cleanliness standards.
• Greeted customers, helped locate merchandise, and suggested suitable options.
• Balanced and organized cash register by handling cash, counting change, and storing coupons.
• Maintained an appealing store floor with proper stocking by creating product displays, re-merchandising, performing price markdowns, transferring merchandise, and managing inventory by ordering new shipments.
• Trained over 50 employees by offering tailored feedback and supervision to expedite new hires’ development.
• Built customer loyalty and retention by delivering excellent shopping experiences
• Maintained up-to-date knowledge of store sales, payment policies and security standards
• Recommended complementary purchases to customers, increasing revenue
• Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions

Operator:

• Operated a multi-line telephone to answer over 100 calls per day in a timely and professional manner.
• Enhanced customer satisfaction by 25% by offering accurate and helpful information and troubleshooting issues to resolve all customer complaints and inquiries regarding store operations and products.

Front Desk:

• Decreased customer complaints by 20% through excellent problem-solving skills to deliver practical solutions.
• Ensured all customers knew policy information and company procedures by conveying all necessary information.
• Entrusted with successfully managing and troubleshooting numerous complex customer service issues.
• Customer Education: Explaining how products work and guiding customers on how to use them effectively.
• Policy Explanation: Clarifying company policies, terms and conditions, and warranty information to customers.
• Problem Escalation: Escalating complex or unresolved issues to higher-level support or management when necessary.
• Created inviting environment for customers by maintaining store organization and cleanliness