Reshma Lachman
Queens,NY
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Attentive Customer Service Representative with 20+ years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Freedomcare
New Hyde Park, NY
08.2018 - 02.2023
- 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.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative Supervisor
CVS Pharmacy
Howard Beach, NY
10.2009 - 07.2018
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Onboarded and trained customer representatives to meet performance and service goals.
- Managed high call volume while maintaining exceptional quality standards in line with company expectations.
- Monitored performance metrics to identify areas of improvement and implement necessary changes.
- Developed and maintained strong relationships with key clients, ensuring their ongoing loyalty and satisfaction.
- Assisted in the recruitment process of new employees by conducting interviews, assessing candidate skills, and making hiring recommendations based on qualifications aligned with company values.
Visual Merchandiser
Macys Department Store
Valley Stream, NY
08.2004 - 08.2009
- Worked with store managers to implement new displays, promotions and store layout changes.
- Managed mannequin styling, ensuring alignment with current fashion trends and company branding guidelines.
- Trained and supervised junior team members in visual merchandising techniques for consistent brand presentation across the store.
- Revamped store layout to improve customer flow and overall shopping experience, resulting in better customer satisfaction ratings.
- Updated signage regularly to reflect current promotions or markdowns, improving clarity for customers seeking sale items within the store environment.
- Built properly lit and well-maintained displays, creating inviting atmosphere in stores.
- Designed eye-catching endcap displays to highlight featured products or clearance items, driving additional sales opportunities throughout the store.
- Partnered with store personnel during remodels or relocations to ensure seamless transition of visual merchandising elements into new spaces.
Education
Business Administration -
LA Guardia Community College
Long Island City, NY05.2003
Business Administration And Management
Richmond Hill High School
Richmond Hill, NY06.2001
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Microsoft Outlook
- Microsoft PowerPoint
- Live chat support
- Data Entry
- Problem Resolution
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Scheduling
- Follow-up skills
- Product Knowledge
- Team Development
- Administrative Support
- Microsoft Office Suite
Timeline
Customer Service Representative
Freedomcare
08.2018 - 02.2023
Customer Service Representative Supervisor
CVS Pharmacy
10.2009 - 07.2018
Visual Merchandiser
Macys Department Store
08.2004 - 08.2009
Business Administration -
LA Guardia Community College
Business Administration And Management
Richmond Hill High School