Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Scott Fernandez

Pompano Beach,FL

Summary

Dynamic customer service professional with a proven track record at Michael's Arts & Crafts Store, excelling in complaint resolution and active listening. Successfully boosted customer loyalty through empathetic interactions and strategic problem-solving. Adept at data entry and fostering strong client relationships, ensuring satisfaction and retention in fast-paced environments.

Overview

27
27
years of professional experience

Work History

Customer Service Representative

Michael's Arts & Crafts Store
01.2019 - 02.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Night Stocker

Michael's Arts & Crafts Store
02.2018 - 01.2019
  • Removed all boxes and related trash from sales floor and processed through compactors.
  • Improved store organization by efficiently restocking shelves and displays during overnight shifts.
  • Reduced stock damage by carefully handling and transporting merchandise from storage to sales floor.

Customer Retention Manager

The Answer Group, TAG
09.1998 - 07.2004
  • Managed a team of dedicated Customer Retention Specialists responsible for handling complex account escalations effectively resolving issues through creative problem-solving techniques.
  • Established strong relationships with key accounts, ensuring long-term client retention and ongoing revenue growth.
  • Boosted customer retention rates by implementing targeted strategies and personalized outreach efforts.
  • Implemented a comprehensive onboarding process for new clients, setting the foundation for long-term success and satisfaction.
  • Launched cross-departmental initiatives that resulted in improved collaboration between departments ultimately enhancing the overall customer experience.

Loss Prevention Specialist

Walmart
09.1992 - 03.1998
  • Performed regular audits of inventory levels, identifying discrepancies and taking corrective action where necessary.

Education

GED -

St Elizabeth
Pompano Beach, FL

No Degree -

Deerfield Beach High School
Deerfield Beach, FL
05-1989

Skills

  • Customer service

  • Active listening

  • Critical thinking

  • Data entry

  • Customer relations

  • Complaint resolution

  • Call center experience

Languages

English
Native or Bilingual
Spanish
Limited Working

Timeline

Customer Service Representative

Michael's Arts & Crafts Store
01.2019 - 02.2020

Night Stocker

Michael's Arts & Crafts Store
02.2018 - 01.2019

Customer Retention Manager

The Answer Group, TAG
09.1998 - 07.2004

Loss Prevention Specialist

Walmart
09.1992 - 03.1998

GED -

St Elizabeth

No Degree -

Deerfield Beach High School

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