Somara Palmer
Dallas,TX
Summary
Empathetic Customer Experience Specialist known for high productivity and efficiency in task completion. Possess specialized skills in customer relationship management, conflict resolution, and data-driven decision-making. Excel at communication, problem-solving, and adaptability, ensuring top-notch customer satisfaction and loyalty.
Overview
13
13
years of professional experience
Work History
Customer Experience Specialist (Remote)
Enchanted Fairies Fine Portrait Studio
Dallas, TX
09.2022 - 12.2024
- Assisted clients through email, text, and phone correspondence.
- Resolved concerns efficiently with forward-thinking solutions.
- Skilled in managing tense situations effectively.
- Consistently achieved top-tier quality assurance scores with 100% accuracy.
- Streamlined communication by managing 50+ high-volume email exchanges per day.
- Coordinated communications seamlessly across departments including studios, photographers, art department, sales and management.
- Proficient in navigating and leveraging HubSpot, Zendesk, Front, and Slack tools.
- Managed customer service databases, ensuring accurate and up-to-date information.
- Developed and implemented customer service protocols to enhance customer satisfaction.
Process Associate- Overnight (Remote)
Genpact LLC
Richardson, US
01.2021 - 06.2022
- Provided support to Apple Card users via telephone and online chat communication channels.
- Performed data entry tasks to update customer records and maintain accuracy of information.
- Exhibited strong proficiency in probing and analytical processes.
- Managed and monitored application status.
- Managed requests for credit limit changes efficiently.
- Facilitated comprehensive walkthrough for Apple Card app functionality.
- Utilized problem-solving skills to resolve any discrepancies within customer accounts.
Customer Service Representative
Chewy
Dallas, TX
03.2019 - 07.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Handled and settled disputes concerning transactions and sales.
- Updated databases with new and modified customer data.
- Provided information to customers on unique pricing offers and corporate products.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Cashier/Customer Service
EXXON TIGER MART
Dallas, TX
08.2018 - 02.2019
- Operated the cash register efficiently and accurately, and processed payments by cash, check, credit card, gift card, or automatic debit.
- Performed daily inventory checks on various products to ensure adequate stock levels.
- Organized product displays and ensured alignment with store standards for visual merchandising.
- Counted and balanced cashier drawers.
- Arranged store merchandise on shelves by adhering to detailed planograms.
- Greeted customers, answered questions, and assisted with purchases.
Email Specialist/ Telephone Agent
PFS WEB - Renaissance Tower
Dallas, TX
08.2016 - 05.2018
- Maintained accurate records of all interactions with customers in the company's databases.
- Handled inbound calls while maintaining exceptional professionalism and service standards.
- Recorded customer interactions in CRM to maintain accurate logs of inquiries and resolutions.
- Identified service requirements by asking targeted questions.
- Managed updates for customer accounts in call management databases.
- Offered suggestions for products that met customers' needs or preferences.
- Demonstrated proficiency with a 40 WPM typing rate.
Cashier/Customer Service
Snappy Salads
Richardson, TX
06.2016 - 09.2016
- Operated cash register or POS system to receive payment by cash, check and credit card
- Answered customer questions and provided store information
- Cleaned utensils, dishes and glasses for customer use
- Packaged and stored food products appropriately for proper handling and preservation
- Re-stocked, organized and arranged service and food stations
- Reset tables between guests, refilled condiments and wiped down surfaces
Customer Service Representative/Cashier
buy buy BABY
Dallas, TX
08.2015 - 01.2016
- Took telephone calls and provided callers with information on products and services
- Greeted walk in customers and inquired into nature of visit
- Walked customers through aisles and assisted them in locating their choice of product
- Provided customers with basic information on features of product and prices
- Assisted customers through payment procedures
- Resolved customers' complaints by addressing them according to company policies
- Maintained and upgraded information in customer database
Cashier/Customer Service
sodexo
Plano, TX
01.2015 - 07.2015
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution
- Greeted customers promptly and responded to questions
- Prepared food, including baked goods, hot and cold items
- Counted drawers at start and end of shifts to validate daily records and uphold accounting accuracy
- Prepared and served coffee, espresso drinks, blended coffees and teas
- Stocked customer service stations with paper products or beverage preparation items
Technical Support Specialist
iqor
Richardson, TX
02.2012 - 11.2014
- Provided tier one technical support for Samsung mobile devices.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control, and other tools.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Responded promptly to service tickets submitted by users experiencing technical difficulties.
- Provided repair solutions aligned with Samsung's warranty guidelines.
Education
High School Diploma -
North Grand Prairie High School
Grand Prairie, TX05-2007
Some College (No Degree) - Criminal Justice
Prairie View A&M University
Prairie View, TXSkills
- CRM software
- Customer account management
- Client Advocacy
- Trend monitoring
- Experience optimization
- Merchandise upselling
- Team collaboration
- Calm and professional under pressure
- LiveChat messaging
- Quality assurance
References
References available upon request.
Timeline
Customer Experience Specialist (Remote)
Enchanted Fairies Fine Portrait Studio
09.2022 - 12.2024
Process Associate- Overnight (Remote)
Genpact LLC
01.2021 - 06.2022
Customer Service Representative
Chewy
03.2019 - 07.2020
Cashier/Customer Service
EXXON TIGER MART
08.2018 - 02.2019
Email Specialist/ Telephone Agent
PFS WEB - Renaissance Tower
08.2016 - 05.2018
Cashier/Customer Service
Snappy Salads
06.2016 - 09.2016
Customer Service Representative/Cashier
buy buy BABY
08.2015 - 01.2016
Cashier/Customer Service
sodexo
01.2015 - 07.2015
Technical Support Specialist
iqor
02.2012 - 11.2014
High School Diploma -
North Grand Prairie High School
Some College (No Degree) - Criminal Justice
Prairie View A&M University
Similar Profiles
DARTANYAN BANKSDARTANYAN BANKS
Photographer at Enchanted Fairies Fine Art PhotographyPhotographer at Enchanted Fairies Fine Art Photography
Kayla ReedKayla Reed
Portrait Consultant at Enchanted Fairies Studio, LLCPortrait Consultant at Enchanted Fairies Studio, LLC
Maryam BorhaniMaryam Borhani
Photographer at Luxo Studio, Enchanted FairiesPhotographer at Luxo Studio, Enchanted Fairies
Hannah PachecoHannah Pacheco
Customer Assistant at Play Street MuseumCustomer Assistant at Play Street Museum
Antonio MosquedaAntonio Mosqueda
Manager of Training and Development at RailPros Field ServicesManager of Training and Development at RailPros Field Services