Veronica Flegler
Columbus,OH
Summary
Versatile administrative assistant bringing valuable customer service experience within diverse settings, possessing uncompromising work ethic, time management, organization, and prioritization qualities. Dedicated customer service professional with strong communication and multi-line phone proficiency. Skilled in data entry and record maintenance, ensuring accurate and efficient resolution of customer inquiries.
Overview
16
16
years of professional experience
Work History
Customer Service Agent
American Signature Furniture
Columbus, Ohio
09.2019 - Current
- Responded to customer inquiries via phone, chat and email promptly.
- Assisted customers with order placement and product selection.
- Resolved product issues by coordinating with internal departments.
- Maintained accurate records of customer interactions and transactions.
- Provided detailed information about products and services to customers.
- Collaborated with team members to improve service processes and strategies.
- Handled customer complaints with empathy and professionalism efficiently.
- Educated customers on company policies and procedures effectively.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Answered incoming calls promptly and professionally within company standards.
- Provided product information to customers in a timely manner.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Managed high-volume of inbound and outbound customer calls.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Maintained strong call control and quickly worked through scripts to address problems.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Tracked orders from placement to delivery using internal systems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Strengthened customer retention by offering discount options.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
Assistant Admin
Topgolf
Columbus, OH
09.2018 - 07.2019
- Entered data tracking tipping info for associates
- Assisted the hiring manager with the "on-boarding" of new hires
- Recorded and tracked daily attendance
- Took associate meal orders
Receptionist / Safety Administrator
The York Container Co.
York, PA
03.2016 - 11.2017
- Data Entry
- Scanning and Filing
- Information Mining
- Communications
- Multi-Line Phone Administration
Custom Framing Specialist
A.C. Moore Crafts
Lancaster, PA
09.2014 - 10.2017
- Assisted customers in designing framed art pieces
- Maintained strict balance between the customers needs and demands, while meeting or exceeding sales goals for the business
- Provided excellent customer service to customers in all areas of the store
- Assisted multiple department heads with various merchandizing needs; working plan-a-grams; moving freight and stocking inventory.
Head Receptionist
J.C. Penney Outlet
Columbus, Ohio
09.2009 - 08.2012
- Greeted visitors and associates in an upbeat and friendly manner
- Worked closely with associates: dispersing paychecks, W2's and other paperwork, as needed, assisting with issues with the online kiosk, fielding questions between the associates, management and HR
- Managed the "petty cash" drawer for all employees
- Helped to organize small, in store associate 'events', ordering pizza, sheet cakes, etc. and handling deliveries as they arrived
- Properly directed inbound calls in phone queues to improve call flow
- Directed incoming customer calls to appropriate personnel to address concerns, resolve complaints or answer questions
- Received incoming packages and mail, dispersed parcels to various staff members
- Produced and dispersed the "manager on call schedule", or "duty manager" schedules on a weekly bases
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified timeframes
- Developed effective relationships with all department heads, management, customer service reps and sales personnel through clear communication
- Properly directed inbound calls in phone queues to improve call flow
- Responsible for connecting calls between associates, varying departments, management/ supervisors and admin
- Responsible for screening and verification of all visitors for identification credentials and purpose of visit to maintain security of personnel and office environment
- Worked directly and indirectly with the manager of the store's security team as an extension of the department by operating a security panel wired to the stores vault, managing a "hold room" for the associates to reserve store merchandise for later purchase, managing certain pieces of sensitive equipment such as walkies and price guns
- Worked with various department heads on small projects as needed, such as tracking shipments and merchandise online, inputting shipment and merchandise related data, and processing merchandise
- Operated the stores' PA system, directing associates to customer calls in the queue, making store-wide announcements directed toward shoppers and announcing sales related events held periodically in various departments
- Kept the store's attendance logs; recording call offs and attendance related issues as indicated by associates, and updating department heads and mangers as needed
- Retrieved call off and other attendance issues, via recorded message and passed on pertinent info to department heads and HR
- Kept a record of weather related call offs, and year-to-date info regarding sales as affected by the weather
- Responsible for responding to and reporting a variety of emergency situations as they should occur on the premises; calling emergency medical and fire responders as reported and directing the responders to the appropriate entrances and areas of the building upon arrival, acting as store based first response during weather related situations (tornado etc.) as well as active shooter and robbery situations should they occur, having orders to remain in place at the phones, to maintain order by directing the associates, as well as customers to designated safe places until help arrives.
Skills
- Communication
- Customer Service
- MS Word
- Scheduling
- Multi-line Phone Proficiency
- Filing and Data Archiving
- Data Entry
- Principles of Grammar
- Office Equipment Operations
Timeline
Customer Service Agent
American Signature Furniture
09.2019 - Current
Assistant Admin
Topgolf
09.2018 - 07.2019
Receptionist / Safety Administrator
The York Container Co.
03.2016 - 11.2017
Custom Framing Specialist
A.C. Moore Crafts
09.2014 - 10.2017
Head Receptionist
J.C. Penney Outlet
09.2009 - 08.2012