Sherman Morris

Work History

IKEA Distribution Center

Atlanta, GA

08.2022 - Current

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Used proven techniques to de-escalate angry customers during telephone interactions.
Set up and activated customer accounts.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Educated customers on special pricing opportunities and company offerings.
Consulted with customers to resolve service and billing issues.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Trader Joe's

Atlanta, Ga.

06.2020 - 07.2022

Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Liaised between customers and retail buyers to expedite orders and meet customer demands.
Prevented key account losses by researching discrepancies and correcting problems.
Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Reached out to customers after completed sales to suggest additional service or product purchases.
Referred unresolved customer grievances to designated departments for further investigation.
Adjusted bills and refunded money to resolve customers' service or billing complaints.

Freshworks

Atlanta, GA

05.2019 - 06.2020

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Mentored new employees on procedures and policies to maximize team performance.
Made outbound calls to obtain account information.
Used proven techniques to de-escalate angry customers during telephone interactions.
Fielded customer complaints and queries, fast-tracking for problem resolution.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Educated customers on special pricing opportunities and company offerings.

The Ritz-Carlton Hotel Company

Atlanta, GA

03.2017 - 04.2019

Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Trained new hires on products and services, best practices and protocols to reduce process gaps.
Improved customer service wait times to mitigate complaints.
Rolled out operational improvements and solutions to deliver top-notch customer service.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Answered inbound calls, chats and emails to facilitate customer service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Sony / Ericsson

Atlanta, GA

02.2015 - 02.2017

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Oversaw logistics for customer deliveries.
Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Consulted with customers regarding needs and addressed concerns.
Collaborated with leadership teams to evaluate previous actions and adjust procedures for handling future issues.
Developed and implemented strategies retain customers and drive loyalty.
Processed customer account changes with proprietary software.
Supervised and motivated customer service teams to maximize business performance.