Zakaria Lucas
Jacksonville,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Customer Service Supervisor
Ross Dress for Less
Jacksonville, FL
06.2021 - 09.2023
- Monitored cash drawers in checkouts to verify adequate cash supply.
- Managed customer complaints and rectified issues to complete satisfaction.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Taught junior employees proactive strategies to meet operational and sales goals.
Office Clerk
World Services Organization
Jacksonville, FL
02.2018 - 06.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- 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.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Education
High School Diploma -
Andrew Jackson High School
Jacksonville, FL05-2017
Skills
- Call Management
- Appointment Scheduling
- Paperwork Processing
- Complaint resolution
- Account updating
- Customer consulting
- Computer Proficiency
- Active Listening
- Customer Relations
- De-Escalation Techniques
- Conflict Resolution
- Calendaring
- Payment Processing
Timeline
Customer Service Supervisor
Ross Dress for Less
06.2021 - 09.2023
Office Clerk
World Services Organization
02.2018 - 06.2021
High School Diploma -
Andrew Jackson High School
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