NORVETTA Bracy
Lafayette,IN
Summary
Enthusiastic customer service/telesales representative with in-depth knowledge of sales, account management and
training. Customer-focused Retail Sales Associate with a solid understanding of the dynamics of the retail apparel
and shoe industry. Innovative Customer Service Manager who effectively executes process changes to improve
operational efficiency. Seasoned customer service specialist with background in providing advice on diverse
customer situations. Strong organizational skills High customer service standards
Active listening skills Employee relations specialist
Seasoned in conflict resolution Service solutions expert
Sharp problem solver Dedicated to process improvement
Courteous demeanor Customer service management expertise
Energetic work attitude Strong problem solving ability
Customer service expert Troubleshooting skills
Telecommunication skills Telecommunications knowledge
Adaptive team player
Fashion knowledge
Opening/closing procedures Protective Services professional who has worked with cases involving both children and elderly persons. Exhibits sound judgment in difficult and high stress situations.
Overview
10
10
years of professional experience
Work History
Sales Manager
T.D PETE'S
Bradley, IL
02.2007 - 01.2011
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
- Prevented store losses using awareness, attention to detail and integrity. Organized weekly sales reports for the sales department to track product success.
- Trained 5 to 10 new employees quarterly.
- Created new processes and systems for increasing customer service satisfaction.
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Cross- trained and provided back-up for other customer service representatives when needed.
- Computed accurate sales prices for purchase transactions.
- Worked as a team member performing cashier duties, product assistance and cleaning.
- Generated sales and inventory reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate.
- Expressed appreciation and invited customers to return to the store. Managed quality communication, customer support and product representation for each client. Attended local, regional and national trade shows for product development training as defined by territory needs. Worked under strict deadlines and responded to service requests and emergency call-outs. Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
- Successfully interacted with customers and retail buyers to expedite orders.
- Assisted customers with store and product complaints. Guaranteed positive customer experiences and resolved all customer complaints.
- Maintained adequate cash supply in cash drawers in multiple checkout stations. Compiled weekly monetary reports and records for store managers. Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
- Accurately logged all daily shipping and receiving orders. Managed cash stock and inventory balances accurately. Recommended, selected and helped locate merchandise based on customer needs and desires.
- Regularly sought opportunities to up sell and add on additional merchandise. Stocked and rotated inventory regularly. Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning. Organized the store by returning all merchandise to its proper place. Replenished merchandise shelves with items from the stockroom. Processed merchandise returns and exchanges.
Customer Service Manager/ Team Leader
Alorica
Lafayette, Indiana, United States
05.2015 - 11.2016
- Cross-trained and backed up other customer service managers.
- Met all customer call guidelines including service levels, handle time and productivity.
- Solved unresolved customer issues.
- Strong leader of customer support staff.
- Managed work flow to exceed quality service goals.
- Facilitated inter-departmental communication to effectively provide customer support.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Maintained up-to-date knowledge of product and service changes.
House Moniter/ Councelor / Teacher
Salvation Army Housing and Recovery Developmental Center
506 North Desplains St, Chicago, IL 60654
02.2011 - 03.2015
- Referred clients to social services agencies.
- Helped each patient understand his or her illness and the contributing personal, social and economic factors.
- Interviewed and assessed an average of 23 incoming residents per week.
- Led 2 group therapy sessions each week.
- Collected and analyzed data on individual clients using records, tests, interviews and professional sources.
- Conducted 10+ one-on-one counseling sessions per week.
- Led a 18-20 member women's counseling group to discuss topics such as life skills, drug abuse as well as family and relationship issues.
- Developed and distributed relevant and comprehensive written materials on drug abuse and family skill building.
- Drafted monthly summary to review each client’s level of participation.
- Administered oral medications, following physician's prescriptions and hospital procedures.
- Consulted with clients when developing long term treatment plan goals and objectives.
- Supervised the residential and day treatment recovering addicts during class and on field trips.
- Counseled clients to help them understand and overcome personal, social and behavioral problems.
- Led educational seminars and lectures.
- Trained in substance abuse, co-occurring disorders, and the effect of employment and housing issues on mental health.
Education
Ministerial License - Biblical Stusies
Evidence Christian Center
2001
Skills
- Life skills counseling
- Reliable
- Organized
- Compassionate
- Calm under pressure
- Strengths-based solution-focused therapy
- Structured Decision Making (SDM) tools knowledge
- Family reunification specialist
- Cooperative
- Motivational enhancement therapy
Accomplishments
- Managed call flow with up to 10 calls in queue per minute.Exceeded corporate target for customer satisfaction for 8 months in a row.Customer Assistance Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
- Customer Service Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Sales Consistently generated additional revenue through skilled sales techniques.
- Customer Interface Greeted customers upon entrance and handled all cash and credit transactions.
- Assisted customers over the phone regarding store operations, product, promotions and orders.
- Multi-tasking Cashiered with two cash registers at once in tandem to maximize customer flow.
Affiliations
Salvation Army: Received Several letters of recommendation upon leaving.
Timeline
Customer Service Manager/ Team Leader
Alorica
05.2015 - 11.2016
House Moniter/ Councelor / Teacher
Salvation Army Housing and Recovery Developmental Center
02.2011 - 03.2015
Sales Manager
T.D PETE'S
02.2007 - 01.2011
Ministerial License - Biblical Stusies
Evidence Christian Center
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