Normey Hill
Adelanto,CA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
31
31
years of professional experience
Work History
Customer Service Manager
Ricoh Americas Corporation
Irvine, California
10.1997 - Current
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Monitored phone calls to provide feedback and coaching.
- Conducted research and reviewed findings to solve customer issues.
- Implemented quality control measures to uphold company standards.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Provided support to administrative staff by scheduling appointments, ordering office supplies, and performing other clerical tasks as needed.
- Greeted visitors and provided them with directions to the appropriate destination.
- Placed equipment, supplies or catering orders for meetings.
- Operated telephone switchboard and routed calls to correct destination.
- Shared or forwarded messages and information to designated personnel.
- Processed incoming or outgoing mail, packages or deliveries.
- Completed connections between callers, departments and professionals.
- Managed daily mail distribution throughout the office building.
Cashier
Food 4 less
Santa Ana, California
01.1994 - 10.1997
- Offered customers carry-out service at completion of transaction.
- Checked personal identifications during alcohol and tobacco sales.
- Answered customer questions and provided store information.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Helped with purchases and signed customers up for rewards program.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Learned roles of other departments to provide coverage and keep store operational.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Verified customer age requirement for alcohol or tobacco purchases.
Education
Copier Programming And Maintenance -
Ricoh University
Irvine03-2004
High School Diploma -
Santa Ana High School
Santa Ana, CA06-1994
Skills
- Staffing coordination
- Metric tracking
- Training and mentoring
- Complaint resolution
- Customer service
- Staff management
- Shipping, receiving, and warehousing
- MS office
- Training and coaching
- Customer relationship management (CRM)
- Handling escalations
- Issue resolution
- Problem-solving
- Administrative support
- Multi-line telephone systems
- Supply management
- Office equipment operations
- Phone etiquette
- Office supply inventory control
- Certified Microsoft office specialist
- Data entry
- Tech-Savvy
- Positive and professional
- Document management
- Organization skills
- PC proficient
- Mail handling
- Multi-line telephone operation
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Service Manager
Ricoh Americas Corporation
10.1997 - Current
Cashier
Food 4 less
01.1994 - 10.1997
Copier Programming And Maintenance -
Ricoh University
High School Diploma -
Santa Ana High School