Summary
Overview
Work History
Education
Skills
Certification
Timeline
Manager

Resa Ike

Port Saint Lucie,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience. 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. Gifted in working with stressed, confused and upset individuals.

Overview

34
34
years of professional experience
1
1
Certification

Work History

Senior Customer Service Agent

Wayfair
Boston, MA
01.2019 - Current
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Researched product locations at different facilities to arrange and coordinate drop shipments.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Managed timely and effective replacement of damaged or missing products.
  • Answered average of 90 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Owner/Operator

Party Time LLC
Horseheads, New York
12.2016 - 11.2019
  • Managed day-to-day business operations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Trained and motivated employees to perform daily business functions.
  • Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Created and monitored promotional approaches to increase sales and profit levels.
  • Reconciled daily sales, returns and financial reports in QuickBooks.
  • Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory.
  • Optimized team hiring, training and performance.
  • Maintained up-to-date administrative records to monitor operational conditions.
  • Generated revenues yearly and effectively capitalized on industry growth.
  • Cultivated forward-thinking, inclusive and performance-oriented business culture to lead industry in innovation and push progress.
  • Served as principal stakeholder over organization's complete operations.

Retail Store Manager

Party City
Atlanta, GA
05.1996 - 10.2016
  • Managed store organization, maintenance and purchasing functions.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Resolved customer service issues promptly.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Greeted all customers cheerfully and asked open-ended questions to ascertain needs.

Convention Services Manager

Marriott
Atlanta, GA
05.1989 - 05.1996
  • Managed administrative logistics of events planning, event booking and event promotions.
  • Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
  • Supervised onsite team of caterers, audio-visual technicians, and facility management team.
  • Fulfilled contractual obligations for rehearsal and day of event coordination.
  • Organized logistics and materials for each meeting, arranged spaces and took detailed notes for later dissemination to key stakeholders.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Proved successful working within tight deadlines and fast-paced atmosphere.

Education

Bachelor of Science - Commercial Business

Ithaca College
Ithaca, NY

Associate of Arts - Culinary Arts

The Art Institute of Atlanta
Atlanta, GA

High School Diploma -

Stoneleigh Burnham School
Greenfield, MA

Skills

  • Responding to Difficult Customers
  • Customer Account Management
  • Customer Retention Strategies
  • POS Systems and Ordering Platforms
  • Customer Data Confidentiality
  • De-escalation Techniques
  • Understanding Customer Needs
  • Issue and Complaint Resolution
  • Upbeat and Positive Personality
  • Courteous with Strong Service Mindset
  • Multitasking and Prioritization
  • Verbal and Written Communication
  • Building Customer Trust and Loyalty
  • Calm and Professional Under Pressure
  • Strong Analytical and Problem Solving Skills
  • Call Volume and Quality Metrics
  • Promoting Brand and Company Identity
  • Patient and Empathetic
  • Inbound and Outbound Calling
  • Amethyst Award Winner

Certification

  • Total Quality Management Training

Timeline

Senior Customer Service Agent

Wayfair
01.2019 - Current

Owner/Operator

Party Time LLC
12.2016 - 11.2019

Retail Store Manager

Party City
05.1996 - 10.2016

Convention Services Manager

Marriott
05.1989 - 05.1996

Bachelor of Science - Commercial Business

Ithaca College

Associate of Arts - Culinary Arts

The Art Institute of Atlanta

High School Diploma -

Stoneleigh Burnham School

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Resa Ike