Tess Gage
Richmond
Summary
Adept at navigating high-stress environments, I enhanced customer loyalty and team efficiency at Sandy's Sno Cones by mastering product knowledge and active listening. My ability to resolve conflicts and mentor new hires, coupled with expertise in data entry and quality control, significantly boosted customer satisfaction and retention.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Sandy's Sno Cones
08.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Fulshear High School
Fulshear, TX12-2023
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Product knowledge
- Quality control
Certification
- Texas State Florists' Association (TSFA) Level 1 Certification in Advance Floral Design, May 2022
Timeline
Customer Service Representative
Sandy's Sno Cones
08.2021 - Current
- Texas State Florists' Association (TSFA) Level 1 Certification in Advance Floral Design, May 2022
High School Diploma -
Fulshear High School
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