Stephanie Fulton
Summerville,SC
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
18
18
years of professional experience
Work History
Customer Service Representative (CSR)
iQor
05.2017 - Current
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Served as an escalation point for complex or high-priority cases, utilizing advanced problem-solving skills to achieve favorable outcomes for both the company and customers.
- Assessed customer service data to identify and address improvement opportunities.
- Collaborated with cross-functional teams to identify areas for process improvement, resulting in reduced customer complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Exceeded monthly sales targets by leveraging upselling opportunities during interactions with customers.
- Monitored outstanding invoices and performed collections duties.
- Improved payment accuracy by diligently reviewing and verifying invoice details.
- Generated invoices upon receipt of billing information and tracked collection progress.
Store Associate
Enmarket
10.2015 - 04.2017
- Resolved customer inquiries and issues promptly, demonstrating excellent communication skills.
- Interacted with vendors, store managers and other stakeholders to maintain on-time deliveries.
- Streamlined store operations by organizing merchandise displays and restocking shelves promptly.
- Optimized floor space utilization by regularly analyzing sales data and adjusting product layouts accordingly.
- Kept work areas neat, clean and free from debris.
- Supported store management in maintaining visual merchandising standards through regular upkeep of displays and signage.
- Worked closely with fellow associates to create a positive work environment, fostering teamwork and mutual support.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Monitored customers for signs of security concerns and escalated issues to management.
- Moved cardboard, plastic ties, and other debris from unboxing to trash.
- Answered customer questions regarding store merchandise, department information, and pricing.
Lead Store Associate
Circle K
06.2012 - 07.2015
- Maintained knowledge of current industry trends and competitor offerings in order to provide informed recommendations to customers seeking advice or guidance on product selections.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed efficient cash register operations.
- Helped maintain optimal stock levels through consistent communication with management about inventory needs and discrepancies leading to fewer out-of-stock situations.
- Established strong relationships with vendors, negotiating favorable terms for product delivery and returns.
- Organized backroom storage areas for efficient retrieval of items during restocking or customer requests, reducing time spent on associated tasks.
- Kept work areas neat, clean and free from debris.
Cashier and Customer Service
Food Lion
04.2006 - 05.2012
- Operated cash register to record transactions accurately and efficiently.
- Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Welcomed customers and helped determine their needs.
- Learned duties for various positions and provided backup at key times.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Used POS system to enter orders, process payments and issue receipts.
- Worked flexible schedule and extra shifts to meet business needs.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
Education
Skills
Customer Service
Call Center Operations
Customer Account Management
Issue and Complaint Resolution
CRM Software
Calm Under Pressure
Work Prioritization
Cold Calling
Technical Support
De-Escalation Techniques
Inbound Call Management
Administrative and Office Support
Personal Information
Relocation: Anywhere
Timeline
Customer Service Representative (CSR)
iQor
05.2017 - Current
Store Associate
Enmarket
10.2015 - 04.2017
Lead Store Associate
Circle K
06.2012 - 07.2015
Cashier and Customer Service
Food Lion
04.2006 - 05.2012
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