Victoria Howard

• Taking incoming and out coming calls from customers regarding their furniture orders, questions about a product and resolving any problems and issues with their orders and product.
• Assisting in placing and making adjustments to orders.
• Partnering with leadership and our gallery teams to resolve highly escalated issues.
• Working in multiple systems, including Salesforce, CW, and Talkdesk.
• Assisting in training/ onboarding of new hires, helping new hires with taking their first calls, getting adjusted to the systems that are used for day to day tasks.
• Assisting our delivery drivers and delivery team with any issues that occur during the delivery of the furniture.

• Communicating to customers via email, chat, and phone in regards to their orders.
• Disputing returns that a customer has made on their orders in order to get proper refunds reallocated back to the customer.
• Assisted with training newer employees on the daily tasks, set up weekly meetings to go over their progress and assist them with developing into their role.
• Assisted our accounting/finance team with the reallocation of refunds or payments on customers accounts as well as writing off previous orders that were disputed.
• Assisting customers who were affected by covid 19 by pausing their orders on their account and working with our disputes team to ensure the customer had enough time to make the appropriate payments on their account.

• Making outbound calls to customers regarding their account being overdrawn.
• Negotiating with customers to obtain balance in full.
• Setting up payment arrangements and offering fee waivers to better accommodate customers.
• Taking inbound calls and working with branch bankers on assisting customers with opening new accounts

• Operated and maintained applicant tracking and candidate management systems.
• Coordinated schedules to arrange management interviews with applicants.
• Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
• Sourced using different applicant tracking systems like indeed, zip recruiter, ohiomeansjobs, and others.

• Answering incoming chats in a quick and effective manner through

Salesforce.

• Utilizing salesforce to respond to incoming emails from commercial/fleet accounts.
• Utilizing Microsoft Excel to create and enter information into spreadsheets in the database.
• Making outbound calls to customers to set up and complete insurance claims.
• Using Microsoft Outlook to input proper information for each claims dispatch.

• Answering inbound phone calls.
• Promoting company sales and marketing values.
• Resolving customer and scheduling issues.
• Filing and processing insurance claims.
• Working with commercial/ fleet accounts and scheduling.

• Greeting customers in the salon to ascertain what each clients wants and needs were.
• Described and sold products too clients and promoted sales, assisting customers via telephone when necessary.
• Helped manage product inventory, helping to restock products when needed.
• Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.

• Worked with clients, specializing in natural hair.
• Worked with children and adults.
• Educated clients with aftercare, and how to maintain their hairstyle or hair health.
• Grew sales by advising products to customers based on their individual needs and hair type.
• Attended regular trainings and workshops to maintain cosmetology license and stay current on technique and skills.
• Supported reception desk, scheduling and rescheduling appointments and collecting payments for services rendered.