Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Wesley Henderson

Pensacola,Florida

Summary

Experienced customer service professional in the retail industry. Strong team player with a positive demeanor and proven skills in building rapport with clients. Motivated by maintaining customer satisfaction and contributing to company success. Personable, adaptable, and detail-oriented with a passion for developing relationships, fostering customer loyalty, and driving team and business growth.

Overview

12
12
years of professional experience

Work History

Member Service Representative

Navy Federal Credit Union
11.2022 - 07.2024
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
  • Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
  • Assisted customers in navigating the company website or mobile app for self-service options when applicable.
  • Collaborated with department feedback teams to relay customer feedback, influencing future product enhancements.

Assistant Store Leader

Gamestop
11.2018 - 09.2022
  • Direct sales floor activities, ensured excellence in customer service and resolving store level problems
  • Oversaw personnel management, interviewing, training, mentoring/coaching, and evaluating
  • Managed and processed incoming and outgoing shipment, ensuring no items were missed, improperly packaged, or damaged using a strict set of guidelines
  • Created and maintained schedules that worked for all employees, while also staying under set payroll allotments
  • Handled closing deposits, deposited store funds and tracked/kept records of funds, and ensured the store maintained enough bills/change for daily use
  • Consistently and thoroughly attended all product on the floor and ensured marketing was properly displayed to ensure maximum visibility to guests
  • Maintained company set KPIs, both personally and working with other employees to reach those goals.

Administrative Assistant

John Welch PA
06.2012 - 08.2012
  • Perform general office duties such as typing, operating office machines, and sorting mail
  • Find and retrieve information from files in response to requests from authorized users
  • Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
  • Answer questions about records or files
  • Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations
  • Eliminate outdated or unnecessary materials, destroying them or transferring them to inactive storage, according to file maintenance guidelines or legal requirements.

Education

Associate's Degree -

University of West Florida
Pensacola, Florida

High School Diploma -

Pensacola High School
Pensacola, Florida

Skills

  • Customer Service
  • Customer Support
  • Customer Relationships
  • Store operations
  • Team Management
  • Problem-Solving
  • Store Merchandising
  • Computer Skills

Accomplishments

  • Made the rank of Eagle Scout in the Boy Scouts of America in February 2012
  • Served as a multiple term member of St. Luke United Methodist Church's council, worked as a volunteer in the Youth Ministry from 2013 and ongoing, and was hired as both a Youth Intern and Acting Youth Director in 2014 and 2015.

Timeline

Member Service Representative

Navy Federal Credit Union
11.2022 - 07.2024

Assistant Store Leader

Gamestop
11.2018 - 09.2022

Administrative Assistant

John Welch PA
06.2012 - 08.2012

Associate's Degree -

University of West Florida

High School Diploma -

Pensacola High School

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Wesley Henderson