Roberta Watterson
Upland,CA
Summary
Results-driven customer service representative with over 20 years of experience in complaint handling and problem resolution. Demonstrated ability to train new team members and enhance customer satisfaction through effective communication.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
CVS Pharmacy
Upland, CA
06.2005 - Current
- Resolved employees concern by being the shop steward for UFCW.
- Trained new team members on customer service protocols and systems.
- Collaborated with healthcare professionals get the patient correct over the counter medication.
- Provided product knowledge to customers, resulting in informed purchasing decisions.
- Monitored inventory levels, ensuring accurate stock management by stocking the shelf.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. By directing them to management.
- Managed timely and effective replacement of damaged or missing products by doing damages and Product withdrawal.
- Maintained clean and orderly checkout areas by emptying trash cans and wiping down surfaces.
- Bolstered customer retention by creating and offering discount by coupons printed on receipt or on CVS app.
- Responded to customer requests for products, services,
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company web site or app website and placing online orders, photo ordering to improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships by signing up for loyalty and care pass.
Education
Associate of Science - Paralegal
Mt. San Antonio College
Walnut, CASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Complaint handling
- Payment processing
Timeline
Customer Service Representative
CVS Pharmacy
06.2005 - Current
Associate of Science - Paralegal
Mt. San Antonio College