Tory Middleton

Ensured exceptional customer experiences while handling a diverse range of customer inquiries, concerns, and requests with a strong emphasis on professionalism and empathy.

Provided accurate information regarding Careismatic Brands' products, services, and policies, assisting customers with product selection and sizing, resolving billing and order-related issues, and ensuring prompt resolution of customer complaints.

Consistently maintained a high level of product knowledge and utilized excellent communication skills to effectively address customer questions/concerns and convey information clearly and courteously, fostering positive interactions with each customer.

Worked collaboratively within a dynamic team, contributed to achieving departmental goals and maintaining a high standard of service quality.

(Call Center Service)

• Handled inbound calls and provide full-service account management regarding products and services, including pricing, availability, and shipping information.
• Responded thoroughly and timely to inquiries via phone call or email within an industrial distribution environment.
• Processed requests for orders, quotations, follow-ups, and customer returns/credits. Delivered prompt service to prioritize customer needs.
• Worked with sales and air operations, inventory control, customer relations, and other various departments to facilitate the needs of the customer.
• Investigated and resolved booking entry errors, shipping, and billing errors and coordinate solutions with the appropriate departments, and follow it through to completion.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Utilized the online learning system to understand the technical aspects of products and services that effectively demonstrates an acceptable level of competence as defined by management.
• Ensured access to all current company literature and technical information available online and utilize them as it relates to products and services offered.
• Increased sales by emphasizing products, promotions and add-on sales at the point of booking through product knowledge and opportunity recognition.
• Provided follow-up communication with customers to ensure they are kept informed of the status of their requests and/or inquiries.
• Cultivated and maintain relationships with customers and suppliers relating to service.
• Maintained customer records in the company's Salesforce software.

(Web Chat Service)

• Cross-trained and provided backup support for Chat Department, assisted inbound service chats through LivePerson software.
• Assisted consumers and prospective passengers, identify their needs and resolve conflict to achieve the highest level of customer satisfaction.
• Aided consumers regarding change requests, cruise inquiries, processing payments, and other consumer-related needs.
• Maintained individual service quality goals, and adhere to the Call Center's best practices for improved customer satisfaction results.
• Ensured accurate and timely service, respond quickly and proactively to customer requests.
• Maintained customer records in the company's Salesforce software.
• Exhibited high energy and professionalism when dealing with clients and staff.

• Answered inbound calls , delivered exceptional customer service to customers and prospective consumers looking for assistance on account management, inventory and pricing for technological devices, and Consumer Cellular services and products that best met the customer's needs.
• Efficiently investigated accounts to resolve issues and/or inquiries regarding customers' billing and financial information.
• Processed customer service orders promptly to increase customer satisfaction.
• Delivered personalized customer service by establishing rapport and maintaining a positive and friendly attitude.
• Easily learned and adjusted to new policies and service changes.
• Translated techno-lingo into real-world terms, maintained up-to-date knowledge of product and service changes.
• Assisted customers in understanding technological devices by providing customers thorough and detailed instructions on how to operate cellular-related devices.
• Assisted customers regarding service inquiries, cellular equipment orders, as well as maintenance and troubleshooting procedures.
• Answered constant flow of customer calls with minimal wait times.
• Introduced new methods, practices, and systems to reduce turnaround time.

• Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Handled billing and payment issues following guidelines, resolving disputes properly.
• Monitored lines, registered equipment as well as entrances and exits.
• Maintained clean sales floor and straightened and faced merchandise.
• Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
• Restocked and organized merchandise in front lanes.
• Used in-store system to locate inventory and place special orders for customers.
• Provided a safe working and shopping environment by following all safety guidelines and standards.
• Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
• Helped customers complete purchases, locate items, and join reward programs.
• Monitored self-checkout systems and provided help in resolving complex problems.
• Easily learned and implemented new on-site equipment, policies, and promotions into my daily work routine.
• Answered customers' questions and concerns while assisting customers in acquiring the right products and/or services they may need with as much detail as possible.
• Mentored new team members on POS system operation, customer service strategies, and sales goals.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Used POS system to process sales, returns, online orders, and gift card activations.
• Answered questions about store policies and addressed customer concerns.
• Provided product and service recommendations to guide customers on products to meet varying needs.
• Provided customer feedback to management and identified areas of improvement for products and services.
• Worked flexible schedule and extra shifts to meet business needs.
• Provided support to new associates to help provide high-quality customer service.
• Monitored customers for signs of security concerns and escalated issues to management.
• Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.

• Greeted all guests with a welcoming smile and positive attitude, answered inquiries regarding menu items, specials, promotional offers and pricing.
• Became skillful in various stations and programs; beverages, iPOS, cash cart, expo, cash register, dining area, and restrooms.
• Handled cash with high accuracy and took care to check bills for fraud.
• Performed cash, card and check transactions to complete customer purchases.
• Used POS system to enter orders, process payments and issue receipts.
• Assisted servers with delivering food, filling beverages, and retrieving items for guests.
• Built relationships with customers to encourage repeat business.
• Leveraged hand-held trays to serve food and beverage items to guests.
• Recorded guests' orders and repeated said orders back in a clear manner for quality assurance.
• Correctly and efficiently received orders, processed transactions, and responded promptly to guests' concerns.
• Always offered help to coworkers once daily tasks were complete.
• Maintained tidy and organized work area to preserve aesthetics and support cleanliness and quality standards.
• Provided exceptional customer service throughout.
• Worked flexible schedule and extra shifts to meet business needs.

• Assisted the Location Manager in all aspects of operation and supervision of the department.
• Deposited earnings to the bank before opening every morning.
• Managed staffing levels to provide optimal support for cash register operations.
• Set and updated employee schedules to fulfill gaps based on expected customer demands.
• Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
• Alleviated customer service needs with policy-appropriate solutions.
• Taught employees fundamentals of register use, merchandise scanning and customer service.
• Thoroughly trained new employees on how to operate company-provided photography equipment and printing system.
• Engaged with clientele to ensure the quality of our service met their expectations.
• Recorded names of appointment-based clientele and prepared photo packages for clients before their arrival.
• Delegated team members to their daily tasks and stations.
• Quickly and accurately counted drawers at start and end of each shift.
• Monitored areas for security issues and safety hazards.
• Monitored and assisted in the setup and closing of the department.

• Assisted the Location Manager in all aspects of operation and supervision of the department.
• Assured that all company and department-specific policies and procedures were adhered to daily.
• Performed job functions of other department personnel in their absence and/or in addition to them.
• Greeted customers and helped with product questions, selections, and purchases.
• Utilized upselling techniques to promote additional products and increase sales.
• Offered each customer top-notch, personal service to boost sales and customer satisfaction.
• Effectively oversaw all clients in a fast-paced and multi-functional environment.
• Prepared photo packages for clients before their arrival.
• Assisted in the setup and closing of the department.

• Liaised with community organizations to promote recreational activities.
• Built positive relationships with youths and served as a role model.
• Factored-in abilities, needs and interests of participants in development of events and programs.
• Transported and escorted program participants to and from activities and on field trips.
• Trained staff members on conducting events and following safety procedures.
• Provided feedback and guidance to program participants regarding progress and development.
• Quickly identified and sought to resolve conflicts and behavioral problems among attendees.
• Supervised camper activities to address behavioral issues and promote fun, safety and inclusivity.
• Supported children by actively listening and offering encouragement.
• Led groups of children safely through variety of camp activities.
• Provided clear instruction to activity and program participants to deliver fun and maintain safety.
• Sourced materials and labor to meet facility construction needs.
• Prepared and submitted daily and weekly reports to keep records of campers' attendance, behavior and progress.
• Prepared reports for management regarding status and progress of recreational activities.
• Participated in various outreach programs.
• Assisted with fundraising activities.
• Planned and organized daily games and competitions such as relay races, soccer, basketball, etc to keep the environment lively and enjoyable.
• Kept the site, equipment, and supplies organized, clean, and safe.
• Acted as positive role model and mentor to provide campers with constructive guidance and promote healthy habits and attitudes.
• Participated in meetings to coordinate with other staff on campers' progress, issues and goal achievement.
• Assisted with meal preparations and clean-ups to maintain clean and organized camp environment and keep campers well-fed.