Susan Lawrence
San Bernardino
Summary
Personable and highly organized, with strong ability to communicate effectively and empathize with customers. Possesses solid understanding of customer service principles and adept at using CRM software and resolving issues efficiently. Committed to enhancing customer satisfaction and fostering positive relationships. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Experienced with inventory management and product organization. Utilizes effective stockroom maintenance and timely restocking to support sales operations. Track record of demonstrating reliability and teamwork in dynamic retail settings.
Overview
8
8
years of professional experience
Work History
Call Center Representative/Customer Service Representative
Low-cost Interlock
01.2017 - 02.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service /Server
Lucky Star Casino
02.2020 - 01.2023
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
Customer Care Representative/Merchandise Stocker
Walmart
02.2023 - 12.2024
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Logged call information and solutions provided into internal database.
- Contributed to team success, consistently achieving call center performance metrics.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved accounting, service and delivery concerns.
- Picked and packed order items.
- Greeted customers and directed to requested products.
Education
High School Diploma -
Reno Highschool
Reno, NV06.2016
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- First call resolution
- Complaint handling
- Problem resolution
- Payment processing
- Relationship building
- Order processing
- Appointment scheduling
- Time management
- Verbal and written communication
- Empathy and patience
- Active listening
- Multitasking and organization
- Email communication
- Issue follow up
- Call handling
- Call logging
- Computer skills
- Teamwork and collaboration
- Microsoft office
- MS office
- Policies and procedures adherence
- Inbound call management
- Multi-line phone talent
- Sales closing
- LiveChat messaging
- Quality control
- Staff education and training
- Quality assurance controls
Timeline
Customer Care Representative/Merchandise Stocker
Walmart
02.2023 - 12.2024
Customer Service /Server
Lucky Star Casino
02.2020 - 01.2023
Call Center Representative/Customer Service Representative
Low-cost Interlock
01.2017 - 02.2020
High School Diploma -
Reno Highschool
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