Sherry Baxley
Conover,NC
Summary
Experienced Customer Service brings 20+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive team player with adaptable and resourceful mindset. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing business.
Overview
10
10
years of professional experience
Work History
International Customer Service Team Lead
Baker Furniture
03.2022 - Current
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Built strong relationships with customers through positive attitude and attentive response.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
Customer Care Team Lead
Williams Sonoma, Inc.
08.2019 - 03.2022
- Resolved concerns with products or services to help with retention and drive sales.
- Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Logged call information and solutions provided into internal database
ECommerce Concierge
Mitchell Gold + Bob Williams
03.2019 - 08.2019
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Daily interactions with internal and external persons to reach answers for customers promptly
- Use multi-tasking skills and ability to prioritize and complete tasks
- Determine solutions for customer issues/concerns
- Make website revision recommendations
- Issued RA's, replacements and part orders
- Send status, shipping notification and delay emails
- Back up chat operator
- Carried out day-day-day duties accurately and efficiently
- Maintained energy and enthusiasm in fast-paced environment
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Demonstrated respect, friendliness and willingness to help wherever needed
Customer Service Representative
Century Furniture
02.2018 - 03.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Documented customer inquiries and feedback, including service delivery suggestions in company database.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
Customer Service Representative Team Lead
Heritage Home Group LLC
01.2014 - 03.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Handled day-to-day customer contact via phones, faxes and emails.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other customer service managers.
- Answered calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Managed timely and effective replacement of damaged or missing products.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Facilitated inter-departmental communication to effectively provide customer support.
Education
Early Childhood Education
CVCC - Catawba Valley Community College
Hickory, NCHigh School Diploma -
Bunker Hill Hick School
Claremont, NC06.1984
Skills
- Upbeat and Positive Personality
- Creative Problem Solving
- Verbal and Written Communication
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Order and Refund Processing
- Understanding Customer Needs
- Multitasking and Prioritization
- Issue and Complaint Resolution
- Responding to Difficult Customers
- Customer Account Management
- Team-Oriented and Cooperative
Timeline
International Customer Service Team Lead
Baker Furniture
03.2022 - Current
Customer Care Team Lead
Williams Sonoma, Inc.
08.2019 - 03.2022
ECommerce Concierge
Mitchell Gold + Bob Williams
03.2019 - 08.2019
Customer Service Representative
Century Furniture
02.2018 - 03.2019
Customer Service Representative Team Lead
Heritage Home Group LLC
01.2014 - 03.2019
Early Childhood Education
CVCC - Catawba Valley Community College
High School Diploma -
Bunker Hill Hick School
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