PERNARIA MURPHY
Pensacola
Summary
Results-oriented Customer Service Professional with a proven ability to identify and address customer needs, resolve issues, and overcome objections. A top performer who consistently surpasses goals, experienced in providing exceptional customer support in high call volume environments as a Call Center Representative. Superior computer skills and telephone etiquette, adept at finding solutions and delivering excellent service.
Overview
23
23
years of professional experience
Work History
Senior Living Coordinator
Working Solutions Inc.
06.2019 - Current
- Worked with inquiring customers to understand requirements and provide exceptional customer service
- Connect and transfer senior living inquiries with a personal Senior Living Adviser
- Explain the services and purpose of A Place For Mom
- Provide comfort and reassurance to families who are in need of elderly care
- Connect families to the Resource Line for more beneficial options
- Make several attempts to contact families that are in need of assistance
Travel Consultant
Intelenet Global Services
09.2017 - 02.2019
- Responded to clients’ questions, issues, and complaints in a timely manner and found appropriate solutions when needed
- Asked open-ended questions to better ascertain client needs and determine the best travel offerings
- Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness
- Developed a loyal clientele base due to excellent listening and research skills and a keen understanding of travel budgets
- Resolved service-related problems in a timely manner
- Arranged travel accommodations for groups, couples, executives and special needs clients
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives
- Responded to clients’ questions, issues, and complaints in a timely manner and found appropriate solutions when needed
Customer Service Representative
Sitel Group
08.2017 - 11.2017
- Provided timely and effective replacement of damaged or missing products for toys or baby items
- Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information
- Recommended alternative items if product was out of stock
- Built long-term customer relationships and advised customers on purchases and promotions
- Provided an elevated customer experience to generate a loyal clientèle
- Communicated with vendors regarding back order availability, future inventory and special orders
Retail Merchandising
Advantage Sales & Marketing
04.2015 - 07.2017
- Worked closely with company buyers to maximize profitability by predicting and monitoring sales trends and accurately controlling stock levels according to planogram
- Also responsible for ensuring that the right amount of good are available in store and being sold at the right price
- Answered customer questions regarding store merchandise, department information and pricing
- Organized store merchandise racks by size, style and color
- Responded to customer concerns with friendly and knowledgeable service
- Completed all cleaning, stocking and organizing tasks in assigned sales area
- Educated customers about the brand to incite excitement about the company’s mission and values
Customer Service Representative
Alorica
10.2014 - 07.2015
- Described product to customers and accurately explained details and care of merchandise
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Dedicated to continuously improving sales abilities and product knowledge
- Answered product questions with up-to-date knowledge of sales and store promotions
- Answered an average of 80 calls per day by addressing customer inquiries, solving problems and providing new product information
Retail Merchandiser
WorkSmart Merchandising
04.2010 - 05.2014
- Loading and unloading shipments, organizing backroom spaces, constructing displays, and stocking shelves
- Organized store merchandise racks by size, style and color
- Organized and tracked departmental receipt flow for new and reordered merchandise
- Completed all cleaning, stocking and organizing tasks in assigned sales area
- Stocked and replenished merchandise according to store merchandising layouts
- Recommended merchandise to customers based on their needs and preferences
- Priced merchandise, stocked shelves and took inventory of supplies
- Followed merchandising guidelines to present visually appealing displays
- Responded to customer questions and requests in a prompt and efficient manner
Overnight Stocker
Walmart Supercenter
09.2013 - 01.2014
- Met incoming trucks and used forklifts to move pallets to staging areas
- Realigned merchandise throughout assigned section to give shelves and racks a professional appeal
- Removed all boxes and related trash from the sales floor
- Unboxed product and placed on shelves in an attractive manner according to layout guidelines
- Completed all daily tasks and special assignments with an efficient and quality-driven approach
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Cleaned and organized the store, including the checkout desk and displays
- Followed merchandising guidelines to present visually appealing displays
Retail Marketing
Convergence Marketing
01.2009 - 11.2013
- Implemented marketing strategies which included but not limited encompassing all forms of sales, product and brand promotion strategies
- Utilizing a high interest in timely sales of products, establishment of strong and loyal customer relationships, and increasing brand visibility and appeal
- Coordinated with internal business divisions, agency partners and local vendors to guarantee on time, cost-effective delivery of all marketing communications materials
- Verified data integrity and accuracy
- Implemented marketing strategies which resulted in 12% growth of customer base
- Copied, logged and scanned supporting documentation
Customer Service Associate
Tands Inc
05.2007 - 06.2009
- Greet customers and communicate with them with a view to taking accurate orders.Insured that service is fast and friendly and quality of food is exceptional at all times
- Also insured that the lobby and restrooms were clean and tidy at all times
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Verified that all customers received receipts for their purchases
- Operated a cash register for cash, check and credit card transactions with 100% accuracy
- Greeted customers entering the store to ascertain what each customer wanted or needed
Habilitation Technician
A Small Miracle, LLC
02.2007 - 10.2007
- Observed and monitored client behavior and responses to treatment
- Conducted therapeutic individual and family therapy sessions
- Directed family-centered, strengths-based, culturally competent and individualized intakes and assessments
- Aided parents in arranging medication evaluations and psychological testing
- Investigated and reported issues relating to patient care or conditions that might hinder patient well-being
- Provided patient education
- Consistently complied with applicable laws and regulations and ensured facility adhered to Medicare and Medicaid regulations
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitating a proactive work environment
- Engaged patients with games, crafts, cooking, music, reading and other activities
Quality Assurance Analyst
North Carolina Asahi
03.2004 - 09.2007
- Recorded inspection and test data such as weights, temperatures, grades and quantities inspected and graded
- Performed preliminary, in progress, hidden damage and final product inspections
- Inspected outbound shipments and conducted random sampling to ensure product quality
- Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration and teamwork
- Ensured that process checks were done properly and at the correct frequency
- Created and achieved product quality objectives and met product specifications
Customer Service Associate
RAM INC
06.2003 - 08.2004
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Ensured fast friendly service and quality food
- Greeted customers in a timely fashion, while quickly determining their needs
- Bagged, boxed or gift-wrapped sold merchandise per customer's request
- Provided ongoing guest service, including giving fashion advice
- Processed cash and credit payments rapidly and accurately
- Operated a cash register for cash, check and credit card transactions with 100% accuracy
- Verified that all customers received receipts for their purchases
Shipping and Receiving Clerk
Washington County Hospital
04.2002 - 11.2003
- Used item numbers to properly stock the store.Fill requisition forms and deliver items to each department
- Keep an accurate record of inventory and order as needed. Ensure the accuracy,quantity, and quality of all incoming shipped products
- Repackage damaged products with return labels
- Conducted daily accounting on all finances.Keep an organized file of all store products
- Created expense reports and time sheets in a timely manner
- Copied, logged and scanned supporting documentation
- Responded to customer requests via telephone and email
- Analyzed departmental documents for appropriate distribution and filing
- Entered details such as payments, account information and call logs into the computer system
Education
BBA - Psychology
Argosy University
Arizona City, AZCertificate of Teachers Aide: Teachers Aide -
Roanoke-Chowan Community College
Ahoskie, NC1998
Certificate - Cosmetology
Roanoke-Chowan Community College
Ahoskie, NC1996
Skills
- Inventory management Shipping and receiving professional
- Creative problem solver Floor set design expertise
- Exceptional communication skills Goal-oriented
- Quick learner Positive and friendly
- Strong client relations Retail merchandising experience
- Shipping and receiving professional Detail-oriented
- Market Intelligence Excellent work ethic
- Customer service-oriented Strong interpersonal skills
- Executive travel
- Travel research
- Inventory and supply
- Documentation
- accounting, agency, call center, color, Strong interpersonal skills, communication skills, creative design, Creative problem solver, addressing customer concerns, client, clients, client relations, Customer Service, customer care, delivery, Detail-oriented, expense reports, family therapy, fast, forms, inspection, Inventory management, listening, marketing strategies, Market, Marketing, marketing communications, materials, merchandising, organizing, pricing, progress, promotion, quality, Quick learner, receiving, Retail, Sales, set design, Shipping, technical support, view
Timeline
Senior Living Coordinator
Working Solutions Inc.
06.2019 - Current
Travel Consultant
Intelenet Global Services
09.2017 - 02.2019
Customer Service Representative
Sitel Group
08.2017 - 11.2017
Retail Merchandising
Advantage Sales & Marketing
04.2015 - 07.2017
Customer Service Representative
Alorica
10.2014 - 07.2015
Overnight Stocker
Walmart Supercenter
09.2013 - 01.2014
Retail Merchandiser
WorkSmart Merchandising
04.2010 - 05.2014
Retail Marketing
Convergence Marketing
01.2009 - 11.2013
Customer Service Associate
Tands Inc
05.2007 - 06.2009
Habilitation Technician
A Small Miracle, LLC
02.2007 - 10.2007
Quality Assurance Analyst
North Carolina Asahi
03.2004 - 09.2007
Customer Service Associate
RAM INC
06.2003 - 08.2004
Shipping and Receiving Clerk
Washington County Hospital
04.2002 - 11.2003
Certificate - Cosmetology
Roanoke-Chowan Community College
BBA - Psychology
Argosy University
Certificate of Teachers Aide: Teachers Aide -
Roanoke-Chowan Community College
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