Stanley Holmes
Minneapolis,MN
Summary
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
13
13
years of professional experience
Work History
Credit and Customer Service Specialist
Kohls Corp / Capital One
02.2024 - 12.2024
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Cross-trained and backed up other customer service managers.
- Identified and resolved discrepancies and errors in customer accounts.
Senior E-Commerce Customer Service Specialist
Target Corporation
01.2017 - 08.2023
- Provided constructive feedback during team meetings to foster continuous improvement within the customer service department.
- Spearheaded initiatives aimed at optimizing website functionality for enhanced user experience and increased conversions rates.
- Provided exceptional support during peak shopping seasons, ensuring a positive online shopping experience for customers.
- Streamlined order processing for improved efficiency and reduced delivery times.
- Coordinated closely with logistics partners to ensure prompt resolution of any shipping or delivery-related issues faced by customers.
- Led efforts toward streamlining returns process making it more efficient and convenient for both customers and company.
- Contributed to the development of new processes that increased overall team productivity levels within the e-commerce department.
- Implemented effective customer retention strategies resulting in increased repeat business and improved brand loyalty.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
Customer Service and Account Manager-SPOC
AT&T Mobility
01.2012 - 07.2017
- Assisted in the development of marketing campaigns targeting specific demographics within the customer base that resulted in increased leads generated from those demographics.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined account management processes for improved efficiency and productivity.
- Coordinated with cross-functional teams for smooth implementation of new projects or initiatives for clients.
- Maintained detailed records of customer interactions, ensuring accurate account information at all times.
- Increased overall customer satisfaction through attentive listening during meetings with clients which led to better understanding their individual goals resulting in tailored solutions that met their specific needs.
- Achieved high client retention rates by maintaining regular contact with each account holder and proactively addressing any potential issues or concerns before they escalate into major problems.
- Mentored junior team members in effective account management techniques for their professional development.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
No Degree - Health Unit Coordinator
St Paul College
Saint Paul, MNNo Degree - Certified Nursing Assistant
Minneapolis Community And Technical College
Minneapolis, MN09-1990
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Staff education and training
- Account updating
- Scheduling
- Order processing
- Payment processing
- Product promotion
- Call triaging
- Delivery scheduling
- Multi-line phone talent
- Team development
- Brand representation
- Escalation management
- Dispute resolution
- Call center operations
- Microsoft Office Suite
- Product knowledge
- Administrative support
- Microsoft outlook
- Follow-up skills
- Call centers
- Customer relationship management
Timeline
Credit and Customer Service Specialist
Kohls Corp / Capital One
02.2024 - 12.2024
Senior E-Commerce Customer Service Specialist
Target Corporation
01.2017 - 08.2023
Customer Service and Account Manager-SPOC
AT&T Mobility
01.2012 - 07.2017
No Degree - Health Unit Coordinator
St Paul College
No Degree - Certified Nursing Assistant
Minneapolis Community And Technical College
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