Latrice Jolly
District Heights,MD
Summary
Cheerful and upbeat professional with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving CRM issues.
Goal Driven Professional seeking to expand current customer service skills and increase expertize within the social professional field.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adapted to working effectively, unsupervised and quickly mastering new skills. Resourceful, hardworking and dedicated to satisfying customers.
Overview
3
3
years of professional experience
Work History
Client Advisor (Full Time)
Coach
Oxon Hill, MD
01.2022 - 09.2022
- Demonstrates confidence when working with customers.
- Provided technical support when necessary in order to resolve customer queries quickly.
- Identified opportunities for improvement in customer service processes and procedures.
- Understand organizational objectives and make decisions that align with company priorities and values.
- Creates positive impressions with customers by bringing best self to work through elevated, sophisticated, appropriate business attire consistent with coach's guide to style.
- Takes ownership and commitment for delivering results, actively aware of personal and store metrics, and achieves goals.
- Is flexible with personal selling techniques to contribute to overall store financial results.
- Developed product knowledge skills and aware of current collections.
- Always maintain a calm and professional demeanor.
- Handles and offers solutions to customer issues appropriately and involves a manager when necessary.
- Works with multiple customers simultaneously and accordingly breaks away when necessary and appropriately.
- Replenishes inventory on the sales floor as needed.
Client Advisor (Full Time)
Polo Ralph Lauren Factory Store
Oxon Hill, MD
03.2023 - 08.2023
- Provided technical support when necessary in order to resolve customer queries quickly.
- Resolved escalated customer inquiries in a timely manner, while maintaining high levels of professionalism.
- Analyzed customer data to generate reports on trends and insights.
- Identified client needs and provided tailored solutions.
- Developed and implemented effective sales strategies to increase sales volume.
- Attended sales meetings to discuss strategies for increasing sales volume.
- Trained sales staff on product knowledge and sales techniques.
- Up sold additional items based on customer interests and needs.
- Maintained up-to-date knowledge of store merchandise and policies.
- Greeted customers and provided exceptional customer service.
- Developed trusting relationships with customers by making personal connections.
- Guided client decisions based on preferred budgets or other financial benefits to help reach desired goals.
Client Advisor (Full Time)
Armani Exchange
Arlington, VA
01.2024 - 08.2024
- Trained new staff members on customer service protocols and procedures.
- Identified client needs and provided tailored solutions.
- Collaborated with cross-functional teams to develop strategies for achieving desired outcomes from client interactions.
- Provided customer service to clients, including answering questions and resolving issues.
- Resolved escalated customer inquiries in a timely manner while maintaining high levels of professionalism.
- Created marketing materials such as brochures, flyers, emails. to promote products and services.
- Developed relationships with clients through regular communication and follow-up.
- Advised clients on product features and benefits best suited for their individual needs.
- Kept confidential client information properly protected and only used for official purposes.
- Informed clients about tax benefits, government rebates or other financial benefits to save clients money.
- Tracked sales performance metrics to identify trends in market place.
- Engaged customers in friendly, professional dialogue to determine needs.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Cleaned shelves, counters and tables to maintain organized store.
- Provided training and support for team members on how to use the CRM system effectively.
- Conducted user testing with customers to assess usability of CRM interface.
- Managed a portfolio of accounts, consistently meeting or exceeding retention and growth targets.
Education
High School Diploma -
Potomac High School
Oxon Hill, MD08-2019
Skills
- Information Collection
- Customer Engagement
- Client Relationship Management
- Client interaction
- Opening and closing questions
- Is adaptable and flexible to change
- Brand ambassador
- Promotional support
- Sales Development
- Outgoing Personality
- Exceeds sales goals
- Listening Skills
- Meeting deadlines
- Merchandising knowledge
- Teamwork and Collaboration
- Problem-Solving
- Multi-tasking strength
- Merchandise Display
- Excellent communication skills
- Professional Demeanor
- New Business Development
- Department coordination
- Client Retention Strategies
- New Account Setup
- Customer Needs Assessment
- Sales Strategies
- B2B sales and customer service
- Complex Problem-Solving
Positions
- Full-Time Client Adviser
- Full-Time Key Holder
- CRM Assistant manager
- Visuals
Strong Skill Sets
- Quick thinking
- Fast learning
- Quick at adapting to environment and product knowledge
- Strong communication skills
- Flexibility and maneuvering
- Creative
- Highly strategic
- Trend setter/ influencer
- Accepts accountability
- Understanding and implementing all of the KPI's (key performance indications)
- Understanding and improves all of the CRM's (client relationship management)
Timeline
Client Advisor (Full Time)
Armani Exchange
01.2024 - 08.2024
Client Advisor (Full Time)
Polo Ralph Lauren Factory Store
03.2023 - 08.2023
Client Advisor (Full Time)
Coach
01.2022 - 09.2022
High School Diploma -
Potomac High School