Shari Vohsmann
Nashua,IA
Summary
Skilled Customer Service Representative with experience in resolving complex customer inquiries. Possess strong communication skills, problem-solving abilities and demonstrate high adaptability to fast-paced environments. Previous professional roles have demonstrated a consistent history of enhancing customer satisfaction and team productivity.
Overview
29
29
years of professional experience
Work History
CSR
Lincoln Savings Bank
Nashua, Iowa
03.2007 - 06.2024
- Handled customer inquiries and complaints in a timely manner.
- Demonstrated excellent verbal communication skills when interacting with customers.
- Identified customer needs and provided appropriate solutions.
- Participated in team meetings or training sessions when necessary.
- Followed up with customers to ensure their satisfaction.
- Provided customer service support to customers over the phone and by email.
- Adhered to company's established protocols for handling confidential data.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Ensured compliance with applicable laws and regulations for provision of services.
- Updated job knowledge by participating in educational opportunities.
- Maintained records of customer interactions, transactions, comments and complaints.
- Processed orders, forms, applications, and requests.
- Assisted customers with product selection based on their needs and preferences.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Documented all conversations with customers in CRM software according to company standards.
- Performed account maintenance activities such as updating client information in databases.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Floral Department Manager
Nashua Pharmacy and Floral
Nashua, Iowa
04.1995 - 03.2007
- Oversaw the design of flower displays for special events such as weddings or corporate functions.
- Prepared reports on sales data, inventory levels and other metrics related to the floral department.
- Researched new products or services that may be beneficial for the store's floral department.
- Evaluated employee performance regularly and provided constructive feedback.
- Analyzed customer feedback surveys to determine customer satisfaction trends with regard to product offerings, pricing and service levels.
- Resolved conflicts between customers and staff members in a timely manner.
- Provided excellent customer service by responding promptly to inquiries or complaints.
- Implemented a system for tracking orders placed by customers both online and in-store.
- Trained new employees on company policies, procedures and product knowledge.
- Established partnerships with local businesses in order to drive additional traffic into the store.
- Created promotional campaigns to increase sales of seasonal items such as Mother's Day bouquets or Valentine's Day arrangements.
- Organized daily operations of the floral department including staffing, ordering supplies and managing inventory.
- Managed budgets related to purchasing, labor costs and other expenses associated with the floral department.
- Trained staff in handling customers inquiries and complaints, stocking shelves and merchandising products.
- Maintained relationships with vendors to ensure timely delivery of fresh flowers and other products at competitive prices.
- Developed and implemented floral department standards for customer service, product selection and display.
- Delegated assignments and set schedules for effective coverage of floral department needs.
- Created attractive and eye-catching displays with accurate signage to promote products.
- Maintained salability and health of floral products by establishing clear care procedures.
- Managed integration and merchandising of seasonal and holiday-specific product offerings.
- Ordered supplies based on space and budget availability, current trends and sales projections.
- Utilized expert communication skills to collaborate with customers and design bouquets, corsages and other floral pieces to meet requirements.
- Pruned flora and fauna to fit perfectly into bouquets and arrangements.
- Communicated clearly and effectively with customers to determine type of arrangement desired, occasion and date, time and location for each arrangement needed.
- Prepared and processed floral orders to customer specifications via phone or resulting from in-store consultations.
- Ordered and maintained floral inventory and supplies to meet customer demand and offer seasonal varieties.
- Cut, arranged and produced flower bouquets and potted perennial plants according to customer specifications.
Education
Associate of Arts - Business Administration
Business Institute of Technology
Cedar Falls, IA06-1987
Skills
- Inbound and Outbound Calling
- Paperwork Processing
- Account updating
- Product Knowledge
- Consultative Sales
- Data Entry
- Report Generation
- Filing
- Payment Processing
- Product Sales
- Customer Relations
- Call Center Operations
- Courteous demeanor
- Retail Marketing
- Typing proficiency
- Product Promotion
- Clerical Support
- Prioritization
Timeline
CSR
Lincoln Savings Bank
03.2007 - 06.2024
Floral Department Manager
Nashua Pharmacy and Floral
04.1995 - 03.2007
Associate of Arts - Business Administration
Business Institute of Technology
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