Peggy Roberson
Summary
Proven customer service expert from Gabe's Department Store, adept in problem-solving and active listening, significantly enhancing customer loyalty and operational efficiency. Skillfully managed high-stress situations, demonstrating critical thinking and retail support prowess, leading to streamlined order processing and positive customer relations. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
37
37
years of professional experience
Work History
Customer Service Representative
Gabe's Department Store
01.2018 - 06.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Operated efficiently under pressure during busy seasons, prioritizing tasks effectively while maintaining a strong commitment to detail-oriented work.
- Demonstrated flexibility in adapting to changing store needs or priorities, willingly taking on additional responsibilities as needed to support overall operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Contributed to a positive working environment through strong collaboration with team members and proactive problem-solving when challenges arose.
- Improved order processing speed by organizing items in the stock room according to SKU numbers and product categories.
- Developed and maintained successful working relationships with colleagues.
- Unloaded incoming shipments, verified accuracy of orders, and restocked items in backroom.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Moved cardboard, plastic ties, and other debris from unboxing to trash.
- Kept work areas neat, clean and free from debris.
- Interacted with guests in friendly and knowledgeable way.
Customer Service Representative
McDonald's
01.2017 - 04.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
The Floyd County Library
09.2000 - 05.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled inventory for the library's collection with the exception of Children and Media Departments.
- Indexed local history and created files
- Assisted customers with local history questions and research.
-
Office Manager
AmeriGas Propane
03.1987 - 04.2000
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Created, maintained and updated filing systems for paper and electronic documents.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed office operations while scheduling appointments for delivery drivers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
Business
Ivy Tech Community College of Indiana
Sellersburg, INBachelor of Science - Education
Indiana University Bloomington
Bloomington, IN05.1975
Floyd Central High School
Floyd Knobs, IN05.1971
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Money handling abilities
- Professional telephone demeanor
- Scheduling
- Paperwork Processing
- Order Processing
- Research
- Retail store support
Timeline
Customer Service Representative
Gabe's Department Store
01.2018 - 06.2024
Customer Service Representative
McDonald's
01.2017 - 04.2018
Customer Service Representative
The Floyd County Library
09.2000 - 05.2017
Office Manager
AmeriGas Propane
03.1987 - 04.2000
Business
Ivy Tech Community College of Indiana
Bachelor of Science - Education
Indiana University Bloomington
Floyd Central High School
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