Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Sandra Puckett

Summary

Driven Customer Support Representative with over 11 years of experience. Problem solver promoting customer satisfaction by resolving concerns and answering questions. Friendly personality improves customer retention and team building.


Service-oriented Customer Support Representative with 11 years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.


Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Lead CSR position. Ready to help team achieve company goals.

Overview

15
15
years of professional experience

Work History

Lead CSR

Speedway Gas Station LLC
08.2012 - 11.2023
  • Connected with customers to address questions and resolve issues through phone and email.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Contributed ideas and practical solutions to support process improvement efforts.
  • Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Cashier/Assistant Manager

Family Dollar
04.2009 - 06.2012
  • Built positive relationships with customers to increase repeat business.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Monitored areas for security issues and safety hazards.
  • Kept orderly and accurate accounting records by monitoring sales documentation.
  • Resolved customer complaints quickly to maintain customer satisfaction.
  • Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
  • Assisted customers in need to promote pleasant shopping experiences and encourage return business.
  • Designed weekly sales promotions to attract new and repeat customers and increase sales.
  • Trained new employees on proper protocols and customer service standards.
  • Interacted well with customers to build connections and nurture relationships.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Reported issues to higher management with great detail.

Education

High School Diploma -

Grafton High School
Grafton, WV
05.1988

Skills

  • Training and Development
  • Decision Making
  • Conflict Resolution
  • Adaptability and Flexibility
  • Problem Solving
  • Performance Monitoring
  • Active Listening
  • Customer Service Orientation
  • Goal Setting
  • Team Leadership
  • Time Management
  • Customer Service

References

Robin Highlander

10 years Known

Vickery Ohio

419-503-1725


Ruby Dalton

40 years Known

Grafton WV

304-476-6827


Gary Gast

9 years Known

Sandusky Ohio

419-656-1427


Jaime Austin

11 years Known

Sandusky Ohio

419-357-5253


Timeline

Lead CSR

Speedway Gas Station LLC
08.2012 - 11.2023

Cashier/Assistant Manager

Family Dollar
04.2009 - 06.2012

High School Diploma -

Grafton High School

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Sandra Puckett