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
Hildebran, NC
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