Stephanie Cousins
Portsmouth,VA
Summary
Qualified Customer Service Representative with 10 years in fast-paced customer service environments. Personable and professional under pressure. Patient and empathetic customer service representative with extensive background in conflict resolution and customer care. Desires a supervisor/management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities.
Overview
6
6
years of professional experience
Work History
Parks and Recreation Employee
Portsmouth City Parks And Recreation
03.2022 - Current
- Supervised camper activities to address behavioral issues and promote fun, safety and inclusivity.
- Kept athletic and games equipment and facilities organized and maintained.
- Provided clear instruction to activity and program participants to deliver fun and maintain safety.
- Exceeded goals through effective task prioritization and great work ethic.
Electronics Sales Associate
Walmart
10.2018 - 12.2021
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
- Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Fielded questions and solved problems by informing customers of current promotions and store policies.
- Applied knowledge of electronics products, including Samsung and Sony products to educate prospects and customers.
- Processed credit and debit card payments to complete customer buying experience.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
Customer Service Representative
QVC
08.2018 - 10.2018
- Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.
- First point of customer contact for general inquiries like pricing, products, scheduling etc.
- Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
- Project an energetic attitude, warm welcome and positive image of QVC over the phone.
- Communicate with customers inside and/or outside the company where considerable resourcefulness, tact, and procedural knowledge are required.
- Maintain objectivity when conducting outbound telephone surveys for various QVC departments to existing customers.
- Input all concerns or suggestions for company follow-up, as well as survey responses. Resubmit any system designated corrections.
- Adhere to department guidelines when servicing our customers. Treat people with respect under all circumstances, instill trust in others, and uphold QVC values.
- Listen carefully to our customers to ensure appropriate responses. Communicate effectively with different styles of customers.
- Identify the customer style (Engaging, Efficient, Classic or Frustrated), in order to provide personalized service and offer the most relevant customer promotion and resolve customer needs and requests.
- Tactfully handle upset customers with empathy.
- Complete the necessary follow-up actions to notify the appropriate departments of problems that could impact customer satisfaction.
Department Manager
Barnes and Noble
7 2015 - 06.2018
- Communicated openly and honestly with the management team during each shift to ensure it ran smoothly.
- Provide world-class customer service by delivering the four core service principles of the cafe: provide timely and friendly cafe service, upsell, maintain product presentation standards, and maintain cafe cleanliness.
- Prepare and serve drinks and food in accordance with health code and cafe standards.
- Perform all support tasks in the cafe, including but not necessarily limited to baking, cleaning cases and equipment, and restocking displays, in accordance with cafe standards.
- Maintain cafe cleanliness at all times, including but not necessarily limited to cleaning tables, maintaining the condiment bar, and removing trash in accordance with cafe standards.
- Ensure execution and compliance with Integrated Store Operations (ISO) standards for the cafe.Perform opening and closing procedures in accordance with cafe standards.
- Protect company assets by ensuring the accurate execution of loss prevention procedures, including but not necessarily limited to the following; cashiering and inventory standards, monitoring waste logs and recording consumption, and adhering to discount and return policies.Help orient new cafe servers, ensuring a smooth acclimation to the store and our bookselling culture.
Education
Bachelor of Arts - Mass Communications/General Broadcasting
Norfolk State University
700 Park Ave. Norfolk, VA 235042015
Skills
- Creative problem solver
- Exceptional communication skills
- MS Office Suite proficient
- Local/state health laws knowledge
- Strong client relations
- Types 40 to 43 words per minute
- Customer Satisfaction
- Data Entry
- Active Listening Skills
- Strong Organizational Skills
- Dedicated Representative
Timeline
Parks and Recreation Employee
Portsmouth City Parks And Recreation
03.2022 - Current
Electronics Sales Associate
Walmart
10.2018 - 12.2021
Customer Service Representative
QVC
08.2018 - 10.2018
Department Manager
Barnes and Noble
7 2015 - 06.2018
Bachelor of Arts - Mass Communications/General Broadcasting
Norfolk State University
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