Tiona Freeman
Customer Service
Victorville,CA
Summary
Dynamic customer service professional with over 15 years of experience at Big 5 Sporting Goods, excelling in conflict resolution and ecommerce support. Proven track record of enhancing customer satisfaction and effectively managing relationships. Adept at data entry and maintaining professionalism under pressure, driving team success through exceptional communication and problem-solving skills.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Representative
Big 5 Sporting Goods, Inc.
El Segundo, California
10.2018 - Current
- Resolves live incoming customer inquiries for over 430 retail locations across the U.S., ensuring timely and effective results
- Collaborates with Store Management and District Supervisors to resolve escalated customer concerns at the store level, ensuring prompt and effective issue resolution.
- Delegates 3rd party vendors and other business inquiries to the appropriate departments for proper resolution and a corporate streamlined response.
- Maintains accurate records of customer interactions and feedback in accordance with corporate policies.
- Follows company policies and procedures for customer service excellence.
- Demonstrates calm and tact in stressful environments, skillfully diffusing tension, and preventing escalation.
- Manages Ecommerce customer relationships, delivering exceptional online support and services.
- Handles end-to-end customer service for online shoppers, addressing order concerns within an evolving e-commerce environment.
Head Cashier
Big 5 Sporting Goods, Inc.
El Segundo, CA
08.2015 - 10.2018
- Supported store management and team members in day-to-day store operations to ensure efficiency and customer satisfaction.
- Oversaw all clothing departments and organization, stock management, floor layout, and inventory control.
- Supervised part-time cashiers, providing guidance, support, and performance oversight, ensuring compliance and company procedures were followed.
- Performed opening and closing duties such as counting money, balancing tills, and reconciling discrepancies.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
Part Time Sales Associate
Big 5 Sporting Goods, Inc.
Buena Park, California
07.2011 - 08.2015
- Assisted customers with product selection, sizing and styling by providing accurate information about products, prices and services.
- Completed various in store projects and maintained departments according to company standards.
- Maintained cleanliness of store environment including floors, windows, displays.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained up-to-date knowledge of store merchandise and policies.
- Supported inventory management by tracking product availability.
Administrative Assistant
Ameriprise Financial Services
Long Beach, CA
08.2008 - 10.2018
- Assisted in preparing and organizing client documents for meetings.
- Created and updated client files using company software systems.
- Prepared correspondence, reports, and presentations for management review.
- Developed filing systems to ensure easy access to important documents.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Managed database systems containing customer contact information.
Cleaning Specialist
Options Cleaning Service LLC
Bridgeport, CT
12.2007 - 05.2008
- Consistently maintained exceptional levels of professionalism, etiquette, and customer service during residential and commercial cleaning operations.
- Utilized deep cleaning techniques to exceed client expectations, ensuring thoroughness and customer satisfaction.
- Demonstrated strong attention to detail and the ability to work under pressure, completing tasks within deadlines while maintaining a high standard of cleanliness.
Shift Supervisor
Wendy’s
Virginia Beach, VA
05.2006 - 07.2007
- Established and consistently exceeded customer satisfaction goals by 40%, such as encouraging crew member enthusiasm, implementing order accuracy improvement plans, reducing service time, and assigning individualistic timed goals for each crew member.
- Efficiently planned crew member shifts in order to ensure optimal shift coverage.
- Trained & mentored crew members in positional responsibilities.
- Effectively motivated crew members to achieve restaurant and individual goals through training, and by rewarding individual and team successes via awards, recognition, and praise.
- Opened store operations and closed store operations to include: reporting store performance and percentages, readying cash tills and for next business day, receiving truck orders, and inputting daily performance information into database.
Crew Member
Wendy's
Virginia Beach, Virginia
01.2004 - 05.2006
- Prepared food items according to company recipes and standards.
- Maintained cleanliness of workstations and dining areas throughout the shift.
- Assisted customers with their orders and addressed inquiries promptly.
- Operated kitchen equipment safely, following all safety guidelines.
- Handled cash transactions accurately at the register during busy periods.
- Followed health and safety protocols to ensure a safe work environment.
- Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
- Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
Education
High School Diploma -
Savanna High School
Anaheim, CANo Degree - Public Health
National University
La Jolla, CA 04.2012 - 12.2014
Skills
- Customer relationship management 15 years
- Conflict resolution - 15 years
- Complaint resolution
- Ecommerce support
- Data entry
- Problem solving
- Multi-task management
- Computer proficiency
- Administrative support
- Retail store support
- Strong Verbal and written communication
- Data collection
- Paperwork processing
- Dispute resolution
- Retail sales customer service
- Problem-solving
References
References available upon request.
Timeline
Customer Service Representative
Big 5 Sporting Goods, Inc.
10.2018 - Current
Head Cashier
Big 5 Sporting Goods, Inc.
08.2015 - 10.2018
No Degree - Public Health
National University
04.2012 - 12.2014
Part Time Sales Associate
Big 5 Sporting Goods, Inc.
07.2011 - 08.2015
Administrative Assistant
Ameriprise Financial Services
08.2008 - 10.2018
Cleaning Specialist
Options Cleaning Service LLC
12.2007 - 05.2008
Shift Supervisor
Wendy’s
05.2006 - 07.2007
Crew Member
Wendy's
01.2004 - 05.2006
High School Diploma -
Savanna High School
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