Years of Customer Service Experience
Nia Gilmore
Waukegan,IL
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies. Quick-thinking individual recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control. Well-qualified customer services representative, proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Organized approach to monitoring materials movements with focus on safety and productivity. Performance-oriented team player with good multitasking abilities. Skilled Quality Control Inspector focused on performing appropriate and useful analysis of products and component materials in order to drive quality improvements in manufacturing environments.
Overview
14
14
Work History
Leadership Team Member/Floor Supervisor
Energy Federation INC
03.2021 - 06.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Managed over 35 representatives daily and handled over 20 escalation cases.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained database systems to track and analyze operational data.
- Researched and resolved billing discrepancies to enable accurate billing.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Processed and verified invoices to secure accuracy of billing information.
- Monitored customer accounts to identify and rectify billing issues.
- Collected, arranged, and input information into database system.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
- Collaborated with back-office team members to facilitate seamless business execution.
- Built strong relationships with customers through positive attitude and attentive response.
Assistant Store Manager
It's Fashion
06.2020 - 03.2021
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Completed over 35-50 transactions and increased sales by 10% during promotional sales.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
Consumer Affairs Representative
Carter's
05.2020 - 11.2020
- Provided primary customer support to internal and external customers in fast-paced environment.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Oversaw professional social media messaging through content development, follower engagement, social listening, trend analysis and by leveraging competitor research.
- Completed over 60 tasks to ensure compliance with relevant company regulations.
- Collaborated with Store locations to achieve customer satisfaction experience.
- Conducted media relations and responded to media requests for information.
- Maintained and monitored systems and confirmed appropriate investigation and resolution of consumer issues per company complaint handling procedures.
- Monitored complaint activity and offered suggestions to company authorities to modify existing processes based upon pattern and related analyses.
- Received, processed, monitored and reported complaints involving product defects and product-related patient events.
CSR/Roadside Assistance Agent
ASK Telemarketing
09.2019 - 05.2020
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Helped over 20-50 customers daily by approaching conversations with positive attitude and great listening skills.
- Assisted customers with setting appointments, shipping and special-order requests, and arranging merchandise pick-up at other locations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Directed all dispatching, routing and tracking of about 50 fleet vehicles.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Center Consultant/Data Entry Clerk
FedEx
05.2015 - 09.2017
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Consistently met up-sell goals by highlighting target merchandise with strategic promotional approaches.
- Interacted with customers and resolved customer complaints with friendly, service-oriented support.
- Processed shipments to complete timely updates of shelves and merchandise displays.
- Completed 5-20 order requests based on quantity, stock specifications, colors and special printing instructions.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Processed payments and documented account changes for financial accuracy and transparency.
- Evaluated source documents to locate information needed for each data entry field.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Collated and organized data entry documents into filing systems for easy access.
- Organized, sorted, and checked input data against original documents.
- Completed physical inventory counts each month.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Executed billing tasks and recorded information in company databases.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
Customer Service Cashier
Chick Fil A
03.2014 - 04.2015
- Greeted customers at counter to fulfill requests and answer questions
- Met customer service goals and exceeded customer expectations.
- Developed and managed relationships with customers to increase customer loyalty.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Used cash registers and POS systems to request and record customer orders and compute bills.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Handled approximately 100 daily credit and cash transactions for customers with accuracy and speed.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
Education
No Degree - Psychology
Auburn University-Montgomery
Montgomery, AL05.2022
High School Diploma -
Waukegan High School
Waukegan, IL06.2012
Skills
- Team leadership and supervision
- Report preparation
- Data Entry
- Quality Inspection/ Assurance
- Retail store support
- Filing and data archiving
- Quality Control Guidelines
- Call Center Customer Service
- High-Quality Customer Service
- Coding and Billing
- Shipping And Receiving
- Inbound And Outbound Calling
- Scheduling
- Client Needs Assessment
- Resolving Complaints
- Positive Reinforcement Strategies
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The best and safest thing is to keep a balance in your life, acknowledge the great powers around us and in us. If you can do that, and live that way, you are really a wise man.
Euripides
Timeline
Leadership Team Member/Floor Supervisor
Energy Federation INC
03.2021 - 06.2023
Assistant Store Manager
It's Fashion
06.2020 - 03.2021
Consumer Affairs Representative
Carter's
05.2020 - 11.2020
CSR/Roadside Assistance Agent
ASK Telemarketing
09.2019 - 05.2020
Center Consultant/Data Entry Clerk
FedEx
05.2015 - 09.2017
Customer Service Cashier
Chick Fil A
03.2014 - 04.2015
No Degree - Psychology
Auburn University-Montgomery
High School Diploma -
Waukegan High School
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