Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Sarah Clemens

Akron,OH

Summary

At Signet Jewelers, I excelled as a Customer Experience Specialist by leveraging my expertise in Salesforce and exceptional teamwork skills to enhance customer satisfaction and retention.

My approach consistently exceeded performance targets, underlining my commitment to delivering superior service and results. Knowledgeable and dedicated customer service professional with extensive experience.

Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with guests and agents. 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

3
3
years of professional experience

Work History

Customer Experience Specialist/Resolution Specialist

Signet Jewelers
09.2021 - Current
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
  • Streamlined customer support processes for increased efficiency and faster resolution times.
  • Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
  • Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
  • Collaborated with team members to create a positive work environment and improve overall customer experience.
  • Reduced response times by implementing effective communication channels between customers and support agents.
  • Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
  • Contributed to a positive team culture by offering support and encouragement to peers, fostering a collaborative and high-performing work environment.
  • Participated actively in ongoing professional development opportunities to stay current on industry best practices and enhance personal skillset.
  • Collaborated effectively with cross-functional teams to provide comprehensive solutions for clients'' concerns.
  • Leveraged strong listening skills to fully understand the customer''s perspective, enabling tailored and empathetic responses during conflict resolution.
  • Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
  • Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
  • Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
  • Handled escalated calls and chats calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
  • Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
  • Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
  • Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
  • Cross-trained and provided backup support for organizational leadership.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Cross-trained and backed up other customer service managers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.

Skills

  • Understanding Customer Needs
  • Teamwork and Collaboration
  • De-Escalation Techniques
  • Computer Skills
  • LiveChat Messaging
  • Microsoft Office
  • Employee Coaching
  • Issue and Complaint Resolution
  • Call Documentation
  • Calm and Professional Under Pressure

Accomplishments

  • Became a C3 Resolution Chat Specialist in August 2022
  • Part of our PDC C3 Chat team's PDC project in May 2023
  • Trained in IC chat, to assist our Phone Agents in July 2023
  • Received the Brilliance Award in October 2023
  • Nominee for the Diamond Award in February 2024
  • Took part in the Case Career Path in March/April 2024
  • Took part in an Overnight test for our C3 Chat Team in May 2024

Timeline

Customer Experience Specialist/Resolution Specialist

Signet Jewelers
09.2021 - Current

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Sarah Clemens