Hi, I’m
TAMYA DRAKE
Greensboro,N.C.
Summary
Motivated Customer Service Representative with over 6 years of retail experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator.
Overview
5
years of professional experience
Work History
T MobileHigh Point, NC
Mobile Expert
09.2021 - 05.2022
Job overview
- Upsold customers by recommending accessories and promotions to increase revenue.
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Performed in-store product demonstrations at assigned events.
- Maintained sound knowledge of company product suites.
- Monitored wireless sales space to establish familiarity with various carriers.
- Accepted and processed payments and purchases for new equipment using POS system.
- Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
- Guided customers to quickly locate merchandise in showroom.
- Oversaw signage, pricing and shelf labeling to promote neat, professional presentation.
- Monitored entrances and exits to promote store safety and minimize product loss.
- Listened to customer needs and desires to identify and recommend optimal products.
First BankGreensboro, NC
Digital Retail CSR
03.2020 - 09.2021
Job overview
- Answers all retail and some basic commercial customer phone call inquiries including, but not limited to: account inquires; general loan inquiries; stop payment requests; address/account type changes; loan payment reversals; fee or charge reversals
- Returns customer phone messages from after hours
- Performs account transactions including, but not limited to payments & transfers
- Assists customers with Telephone Banking inquiries including, but not limited to password resets; basic system training; and basic troubleshooting
- Assists customers with Online Banking inquiries including, but not limited to password resets; secure access code delivery/retrieval, basic system training; Mobile Deposit enrollment/check deposit; Bill Pay enrollment/payment processing, e-Statement enrollment, external transfers, personal financial management tools and overall troubleshooting
- Assists customers with Debit Card inquires including, but not limited to new/replacement/existing card activations/PIN sets/resets and travel maintenance, card reorders, card closures, temporary card limit increases and card status research/changes resulting from Fraud Alerts or lost/stolen cards
- Completes customer card transaction disputes
- Train on new products/services as implemented in order to be knowledgeable of same for overall customer and branch support
- Cross train on advanced products/services as needed for support of overall team needs and for potential advancement
- Performs weekly peer recorded call reviews for quality assurance and reports results to Retail CSR Supervisor and Customer Service Manager
- Researches and responds to secure/unsecure customer messages
- Serves as a resource for operations, policy and procedure information to associates and customers by remaining current on all new and existing products specific to the Customer Service
- Recognize and evaluate cross-selling opportunities through customer profiles and account detail information
- Provide, present and promote Service Excellence to all external and internal customers
- Completes annual compliance courses
- Completes other training as assigned.
- Completed and processed paperwork for new and existing customers needing specialized assistance.
- Overcame objections by asking lifestyle questions and creating value for customers.
WalmartGreensboro, NC
Customer Service Manager
07.2018 - 03.2020
Job overview
- Cross-trained and provided back up for customer service managers
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
- Trained staff on operating procedures and company services
- Recorded actions taken, issues resolved, and relayed information to effectively manage customer accounts
- Applied highly effective selling skills while properly engaging and presenting solutions to customers
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Victoria's SecretFlorence, SC
Sales Associate
06.2016 - 07.2017
Job overview
- Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs
- Applied security and loss prevention training toward recognizing risks and reducing store theft
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue
- Trained and developed new sales team associates in products, selling techniques and company procedures
- Maintained organized, presentable merchandise to drive continuous sales
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Maintained records related to sales, returns and inventory availability
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites
- Engaged with customers to effectively build rapport and lasting relationships
- Educated customers on promotions to enhance sales
- Prepared merchandise for sales floor by pricing or tagging
- Processed product returns and assisted customers with other selections
- Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
Education
North Carolina A & T State University
Bachelor from Marketing and Sales
12.2021
Skills
- Microsoft Word
- Microsoft Excel
- Office Operations
- Social Media Management
- Sales and Promotions
- Exceeding Customer Expectations
- POS Software
- Merchandising and Display
- Customer Service
- Product Knowledge
- Adaptable and Flexible
- Building Customer Relationships and Loyalty
Timeline
Mobile Expert
T Mobile
09.2021 - 05.2022
Digital Retail CSR
First Bank
03.2020 - 09.2021
Customer Service Manager
Walmart
07.2018 - 03.2020
Sales Associate
Victoria's Secret
06.2016 - 07.2017
North Carolina A & T State University
Bachelor from Marketing and Sales
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