Rozetta Small
Mesa,AZ
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences. Knowledgeable and dedicated customer service professional with extensive experience in retail industry. 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.
Overview
10
10
years of professional experience
Work History
Customer Service Associate
Walmart
03.2019 - 12.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Associate
JOANN Fabrics And Crafts
09.2014 - 02.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Provided training and support to new associates to help provide high-quality customer service.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Solved problems with products and services by providing customers with technical support.
- Developed and actualized customer service initiatives to decrease wait times.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
Receptionist Assistant
Direct Buy
01.2012 - 06.2014
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered central telephone system and directed calls accordingly.
- Organized electronic and hard copy filing systems for easy retrieval of documents and information.
- Maintained order and cleanliness of reception area for professional and inviting atmosphere.
- Managed multiple tasks and met time-sensitive deadlines.
- Greeted numerous visitors, vendors and interview candidates.
- Prepared and maintained master calendar, collecting and disseminating general information.
- Communicated with individuals entering building to boost security, assist visitors and keep visitor log.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone, or postal mail.
- Assisted with onboarding new clients and securing paperwork completion.
Education
Business Management
Orange Coast College
Costa Mesa, CAAssociate of Arts - Design And Merchandising
FIDM/Fashion Institute of Design & Merchandising
Los Angeles, CA06.1985
Skills
- Project Management
- Negotiation
- Surface Work
- Product Merchandising
- Customer Service and Assistance
- Correcting Discrepancies
- Reading Comprehension
- POS Systems and Ordering Platforms
- Exceptional Communicator
- Telephone Reception
- Hospitality and Accommodation
- Calm and Professional Under Pressure
- Clerical Support
- Speaking Clearly
- Prioritizing Calls
Timeline
Customer Service Associate
Walmart
03.2019 - 12.2021
Customer Service Associate
JOANN Fabrics And Crafts
09.2014 - 02.2020
Receptionist Assistant
Direct Buy
01.2012 - 06.2014
Business Management
Orange Coast College
Associate of Arts - Design And Merchandising
FIDM/Fashion Institute of Design & Merchandising
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