Niagara Jones
Fountain,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in marketing industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Client Service Representative
Interim HealthCare
01.2019 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Managed timely and effective replacement of damaged or missing products.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Implemented and developed customer service training processes.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Promptly responded to inquiries and requests from prospective customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved accounting, service and delivery concerns.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Identified and resolved discrepancies and errors in customer accounts.
- Created and maintained detailed database to develop promotional sales.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers.
Sales Associate
Hibbett Sport
01.2022 - 01.2024
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Answered customer questions about sizing, accessories, and merchandise care.
- Prepared merchandise for sales floor by pricing or tagging.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Solved customer challenges by offering relevant products and services.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to effectively build rapport and lasting relationships.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Built relationships with customers to encourage repeat business.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Managed returns, exchanges and refunds in accordance with store policy.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Wrapped, boxed and weighed bakery department products.
- Prioritized helping customers over completing other routine tasks in store.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Performed cash, card, and check transactions to complete customer purchases.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Listened to customer needs and desires to identify and recommend optimal products.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Used in-store system to locate inventory and place special orders for customers.
Education
Bachelor of Science - Business Administration
Barton College
Wilson05-2025
Associate of Science - Health Science
Edgecombe Community College
Tarboro, NC01-2021
Skills
- Account Management
- Service Recommendations
- Membership renewals
- File Management
- Client Relations
- Customer Education
- Promotional mailings
- Benefits determination
- Meeting deadlines
- Sales Strategies
- Call center experience
- Payment reminders
- System Documentation
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Sales Associate
Hibbett Sport
01.2022 - 01.2024
Client Service Representative
Interim HealthCare
01.2019 - Current
Bachelor of Science - Business Administration
Barton College
Associate of Science - Health Science
Edgecombe Community College
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