Will Thorndike
Manalapan,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
BJ's Wholesale
Boynton Beach, FL
11.2019 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
Education
Bachelor of Science - Business Administration
Virginia Commonwealth University
Richmond, VA05-1988
Skills
- Data Collection
- Call Management
- Complaint Resolution
- Scheduling
- Consultative Sales
- Data Entry
- Information Security
- Product Knowledge
- Paperwork Processing
- Report Generation
- Account Updating
- Retail Marketing
- Complaint Handling
- De-Escalation Techniques
- Executive Management Support
- Business Development Understanding
- Project Management Abilities
- Service Upselling
- Quality Control
- Product Sales
- Tactful and Diplomatic
- Call Triaging
- Team Development
- Building Rapport
- Document Control
- Documentation
- Critical Thinking
- Adaptive Team Player
- Materials Transport
- Active Listening
- Sales Expertise
- Research
- Order Processing
- Dispute Resolution
- System Implementation
- Computer Proficiency
- Staff Training
- Retail Sales Customer Service
- Clerical Support
- Follow-Up Skills
- Professional Telephone Demeanor
- Senior Leadership Support
- In-Store Support
- Account Management
- Office Equipment Proficiency
- Order Fulfillment
- Microsoft Outlook
- Report Transcription
- Filing
- Positive and Professional
- Typing [Number] WPM
- Prioritization
- High-Energy Attitude
- Problem Resolution
- Product Education
- Customer Relationship Management (CRM)
- Administrative Support
- Customer Service
- Credit Card Payment Processing
- Sales Closing
- Coordination
- Shipping and Receiving Understanding
- Customer Consulting
- Conflict Resolution
- Researching
- Client Relations
- Promotional Support
- Payment Processing
- Reading Comprehension
- 10-Key
- Problem-Solving Abilities
- Customer Relations
- Conflict Mediation
Timeline
Customer Service Representative
BJ's Wholesale
11.2019 - Current
Bachelor of Science - Business Administration
Virginia Commonwealth University