Summary
Overview
Work History
Education
Skills
Timeline
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Thea Mergener

Surprise,AZ

Summary

Personable and dedicated Customer Service Specialist. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients and successful team management. Motivated to maintain customer satisfaction and contribute to company success.

Overview

7
7
years of professional experience

Work History

Retail Store Manager

Cell Shop Inc.
Phoenix, AZ
04.2022 - Current
  • Led team of 10 sales associates to consistently exceed company sales goals
  • Managed daily operations of the store, including opening and closing procedures, cash deposits, and inventory management
  • Resolved customer complaints in an efficient manner while ensuring customer satisfaction and retaining an average of 98% customer satisfaction based on customer surveys
  • Hired, trained, mentored, and evaluated employees on a regular basis
  • Organized and staffed outside sales events to further drive store traffic and sales

Customer Service Manager

Valor Global
Phoenix, AZ
10.2019 - 04.2022
  • Monitored staff performance to ensure adherence to customer service standards.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
  • Audited customer account information to identify issues and develop solutions.

Customer Service Representative

Valor Global
Phoenix, AZ
03.2019 - 10.2019
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Engaged in conversation with customers to understand needs, resolve issues and answer account questions.
  • Maintained detailed records of customer interactions and comments for future reference.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Accounting Clerk

Alpha Overhead Doors LLC
Tempe, AZ
12.2016 - 03.2019
  • Maintained up-to-date accounts receivable records and coordinated monthly billing activities.
  • Processed invoices, payments, and statements in a timely manner.
  • Prepared bank deposits by compiling data from cashiers.
  • Resolved customer inquiries regarding bills and payments.
  • Reconciled company credit cards, expense accounts and other expenses and financial records.

Education

High School Diploma -

Willow Canyon High School
Surprise, AZ
05-2011

Skills

  • Customer Service
  • Sales Leadership
  • Highly motivated
  • Conflict Resolution
  • 10 key typing
  • Problem-Solving

Timeline

Retail Store Manager

Cell Shop Inc.
04.2022 - Current

Customer Service Manager

Valor Global
10.2019 - 04.2022

Customer Service Representative

Valor Global
03.2019 - 10.2019

Accounting Clerk

Alpha Overhead Doors LLC
12.2016 - 03.2019

High School Diploma -

Willow Canyon High School

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Thea Mergener