Summary
Overview
Work History
Education
Skills
Timeline
Generic

Roxanne Wallace

Meridian,MS

Summary

Customer Service Representative with a background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

19
19
years of professional experience

Work History

Manager

TJ Maxx Distribution Center
Meridian, MS
06.2024 - Current
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Coordinated cross-departmental projects to ensure timely and successful completion.

Customer Service Representative

iQor
Meridian, MS
01.2023 - 06.2024
  • Answered inbound calls, chats, and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Personal Care Assistant

Grace And Mercy
Meridian, MS
05.2020 - 12.2022
  • Conducted home visits to assess client's needs and provide appropriate interventions.
  • Followed safe lifting and transferring techniques to transport residents.
  • Monitored clients' activity levels and helped prevent sedentary behavior.
  • Maintained daily living standards by assisting clients with personal hygiene needs.
  • Completed scheduled patient check-ins and progress reports for clients.
  • Supported bathing, dressing, and personal care needs.
  • Planned and prepared nutritious meals and snacks to meet diabetic, low sodium, and high protein diets.

Personal Care Assistant

Visar Care
Meridian , MS
04.2015 - 05.2020
  • Conducted home visits to assess client's needs and provide appropriate interventions.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Drove clients to doctors' appointments and social outings.
  • Performed housekeeping duties including laundry, vacuuming, dusting, mopping floors and changing bed linens.
  • Collected and recorded patients' blood pressure, pulse, and respirations (TPRs) to evaluate and note basic health status.
  • Recorded client status progress and challenges in logbooks and reports.
  • Built strong and trusting rapport with clients and loved ones.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.

Restaurant Manager

Hardee's
Quitman, MS
09.2014 - 04.2015
  • Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Monitored stock levels of ingredients to ensure timely delivery of fresh produce.
  • Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
  • Supervised activities of dining room staff to maintain service levels and support guest needs.
  • Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.

Sales Associate

Dirt Cheap Warehouse
Quitman, MS
08.2012 - 09.2014
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Engaged customers in friendly, professional dialogue to determine needs.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
  • Answered customer inquiries regarding product features, pricing, and availability.

Packing, Shipping, and Receiving Assembler

Sunbeam
Waynesboro, MS
10.2010 - 08.2012
  • Inspected and recorded incoming and outgoing orders for count, damage and dates.
  • Operated forklifts, hand trucks, or other equipment to load, unload, transport and store goods.
  • Followed safety and quality protocols, and lean processes to minimize accidents.
  • Logged inbound and outbound discrepancies for wrong products, incorrect quantities and damages.
  • Organized deliveries by sorting and stocking receivables

Cashier

Pizza Hut
Quitman, MS
02.2009 - 10.2010
  • Offered customers carry-out service at completion of transaction.
  • Maintained work area and kept cash drawer organized.
  • Resolved customer complaints professionally in accordance with company policy.
  • Worked closely with front-end staff to assist customers.
  • Directed trash removal and sanitation procedures to keep aisles and register area organized.

Customer Service Cashier

Hardees Resturamt
Quitman, MS
06.2007 - 02.2009
  • Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
  • Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
  • Performed opening and closing procedures including counting cash drawers and preparing deposits.
  • Kept check-out areas clean, organized and well-stocked to maintain attractive store.
  • Greeted customers and provided friendly customer service.

Grocery Clerk

Sunflower Food Store
Quitman, MS
04.2006 - 06.2007
  • Scanned items and checked pricing on cash register for accuracy.
  • Reviewed tags on product shelves and made requested pricing changes.
  • Contributed to front-end team success, assisting manager and co-workers with diverse daily tasks.
  • Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
  • Processed customer payments quickly and returned exact change and receipts.

Education

GED -

Quitman High School
Quitman, MS
05-2006

Skills

  • Account updating
  • Creative problem solving
  • Customer relationship management (CRM)
  • Complaint resolution
  • Complex Problem-solving
  • Negotiation
  • Performance management
  • Data entry
  • Professional telephone demeanor
  • Empathy and patience
  • Technical support
  • Time management

Timeline

Manager

TJ Maxx Distribution Center
06.2024 - Current

Customer Service Representative

iQor
01.2023 - 06.2024

Personal Care Assistant

Grace And Mercy
05.2020 - 12.2022

Personal Care Assistant

Visar Care
04.2015 - 05.2020

Restaurant Manager

Hardee's
09.2014 - 04.2015

Sales Associate

Dirt Cheap Warehouse
08.2012 - 09.2014

Packing, Shipping, and Receiving Assembler

Sunbeam
10.2010 - 08.2012

Cashier

Pizza Hut
02.2009 - 10.2010

Customer Service Cashier

Hardees Resturamt
06.2007 - 02.2009

Grocery Clerk

Sunflower Food Store
04.2006 - 06.2007

GED -

Quitman High School

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