Summary
Overview
Work History
Education
Skills
Timeline
Intern

Sondra Smith

Lancaster,SC

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Resilient Service Associate with strong negotiation skills. Talented at handling stressful situations with professionalism. Excellent knowledge of products and superb organizational skills.

Friendly Service Associate with exceptional talent in brand awareness, verbal communication, customer relations and retail operations. Known for thriving in fast-paced and changing environments.

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.

Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

15
15
years of professional experience

Work History

Merchandising Service Associate

Lowes Home Improvment
Indian Land , SC
09.2018 - 09.2024
  • Matched appropriate resource to customer requirements to quickly address and resolve concerns, boosting satisfaction.
  • Assisted customers by finding solutions to complaints, concerns and inquiries.
  • Stocked merchandise and loaded and unloaded deliveries.
  • Instructed and coached over 20 on-boarding associates in 4 years.
  • Consulted with customers regarding needs and addressed concerns.
  • Used knowledge of services to recommend additional products and offerings to customers.
  • Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
  • Recommended additional, useful services to customers to increase overall sales.
  • Explained amount for expected services and provided detailed answers to customer questions.
  • Welcomed incoming individuals and ascertained needs by asking open-ended questions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
  • Unloaded, loaded, and stocked merchandise.
  • Provided accurate answers and solutions to customer concerns, inquiries and complaints.
  • Trained and taught [Number] new employees in [Year].
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Investigated and resolved accounting, service and delivery concerns.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Trained staff on operating procedures and company services.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Responded proactively and positively to rapid change.
  • Managed timely and effective replacement of damaged or missing products.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Implemented and developed customer service training processes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.

Keyholder

Dollar General Store
Lancaster, SC
01.2016 - 05.2019
  • Operated cash register.
  • Delegated tasks appropriate to individual employees to provide development opportunities.
  • Addressed employee issues and conflicts to provide input, feedback and coaching.
  • Maintained high merchandising standards by building attractive displays and monitoring inventory levels.
  • Set up visually appealing promotional displays.
  • Signed for incoming shipments in manager's absence.
  • Maintained store and maintained appearance.
  • Responded to safety and loss prevention incidents.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Managed inventory and stock levels in coordination with purchasing and receiving department.
  • Initiated service consultations by asking customers open-ended questions to learn personal preferences and needs.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Monitored cash drawers in checkouts to verify adequate cash supply.
  • Established and communicated clear expectations, holding store personnel accountable for achieving performance standards.
  • Supported loss prevention initiatives to minimize theft.
  • Evaluated daily transactions for suspected fraud or criminal activity.
  • Developed good working relationships with store leadership and sales personnel.
  • Suggested additional items and merchandise to boost sales.
  • Replenished retail merchandise and displays to deliver strong visual presentation.
  • Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
  • Handled opening and closing duties to keep store organized, well-stocked and running smoothly.
  • Assisted with proactive management of inventory investments and identified stock issues that inhibited business success.
  • Connected with customers to provide assistance and collect feedback to optimize operations.
  • Invited customers to participate in store activities and special events.
  • Monitored sales floor to prevent product loss and item damage.

Secretary

Triple R Home Builders
Lancaster, SC
03.2014 - 01.2018
  • Created and updated spreadsheets to track and report data.
  • Managed multiple calendars and contacts using computer software.
  • Assisted with accounts receivable and accounts payable functions.
  • Maintained organized filing system of paper and electronic documents.
  • Ordered office supplies to purchase items and maintain appropriate levels.
  • Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
  • Responded to customer issues to provide immediate resolution and improve retention.
  • Coordinated travel arrangements and completed expense reports for travel reimbursement.
  • Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
  • Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
  • Kept office equipment functional and supplies well-stocked to promote efficient operations.
  • Composed, edited and typed complex memos and reports with job-related software.

Education

High School Diploma -

Central High School
Pageland, SC
05.2001

Skills

  • Customer Service Excellence
  • Point-Of-Sales Systems
  • Inventory Management
  • Resets
  • Stock Replenishment
  • Training new associates
  • Documenting projects upon completion
  • Down stocking and bay service

Timeline

Merchandising Service Associate

Lowes Home Improvment
09.2018 - 09.2024

Keyholder

Dollar General Store
01.2016 - 05.2019

Secretary

Triple R Home Builders
03.2014 - 01.2018

High School Diploma -

Central High School

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Sondra Smith