Roy Johns
Las Vegas,NV
Summary
Seasoned Courtesy Clerk providing outstanding customer service to leave good impression. Skilled in answering questions about merchandise, handling returns and refunds and assisting cashiers at checkout. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Engagement Specialist
Kroger
Las Vegas, NV
06.2022 - 05.2024
- Conducted regular follow-ups with customers to ensure their needs were met in a timely manner.
- Assisted in developing new processes for improving customer engagement effectiveness.
- Maintained accurate records of all customer engagements including sales leads, contacts and opportunities.
- Provided recommendations on improving existing products based on insights from user feedback.
- Developed training programs for employees focused on providing excellent service experiences.
- Identified potential opportunities for upselling services or products based on understanding of customers' needs.
- Developed and implemented customer engagement strategies to increase customer satisfaction.
- Provided technical assistance, troubleshooting support and resolution of customer inquiries.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Educated customers on special pricing opportunities and company offerings.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set up and activated customer accounts.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
Courtesy Clerk
Smiths Food And Drug
Las Vegas, NV
10.2018 - 06.2022
- Packaged or bagged purchases and assisted customers with in-vehicle loading.
- Assisted with price checks, go-backs, and replenishing supplies.
- Oversaw collection shopping carts from parking lot to maintain clean, organized area.
- Directed customers to product locations throughout store to help find requested items.
- Analyzed customer feedback to identify areas for improvement in product and service offerings.
Education
GED -
Frontier High School
Camarillo, CASkills
- Store Cleaning
- Brand Promotion
- Loss Prevention
- Price Checking
- Stock replenishment
- Efficient and Courtesy
- Guest Greeting
- QA
- Upselling strategies
- Bagging proficiency
- Customer Relationship Management (CRM)
- QC
- Store maintenance
- Sales expertise
- Complaint resolution
- Shelf Stocking
- Professional Appearance
- Cart Collection
- Effective Communication
- Cleaning procedures
- Problem Resolution
- Loading and Unloading Carts
- Strong Work Ethic
- Cart returns understanding
- Positive Attitude
- Safety awareness
- Teamwork and Collaboration
- Customer Service
- Product Knowledge
- Product Location
- Outgoing and Friendly
- Money Handling
- Customer Assistance
- Data Entry
- Data Collection
- Paperwork Processing
- Information Security
- Scheduling
- Product Education
- Team Development
- Customer Education
- Conflict Mediation
- Problem-solving abilities
- Customer Relations
- Prioritization
- In-store support
- Staff Training
Timeline
Customer Engagement Specialist
Kroger
06.2022 - 05.2024
Courtesy Clerk
Smiths Food And Drug
10.2018 - 06.2022
GED -
Frontier High School
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