Bhanu Akoju Cell: 614-***-****

Dublin, Ohio – ***17 Email: adyoae@r.postjobfree.com

SUMMARY

Polished and professional Customer Service team member skilled at counting money, processing payments, and building relationships with patrons. Precisely handle all funds to maximize accounting accuracy and meet strict Industry compliance standards. Courteous and respectful with guests to maximize loyalty. Personable and dedicated Customer Service Representative with extensive experience in Satellite TV industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, enthusiastic, and results-oriented with demonstrated passion for building relationships, cultivating partnerships, and growing businesses. Dedicated Customer Service Representative talented at processing high volumes inbound and outbound calls of error-free calls and meeting departmental goals. Offering 6 years of experience in quickly resolving Customer issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations. Energetic and reliable well-trained in overseeing CRM for high-end merchandise environments. Proven performer leverages superior communication and relationship-building strengths. Detailed focus to increase and retain long-term customers. Dedicated to customer loyalty and satisfaction. Trained in upsell and cross sell, highest performer in team per month in bonus.

Highly organized, proactive, and punctual. Operates well within team-oriented environments. Energetic Cashier with almost 3 years of experience assisting customers in checkout settings with speedy order processing. Expert at answering customers' questions, offering suggestions, and using traditional and computer-based register systems. Skillfully boost sales by explaining current promotions, relating to customers, and building rapport. Honest Cashier skilled in managing money, merchandising stock, and assisting customers with locating desired items. Excellent oral and written communication, listening and time management skills with strong attention to detail and superior work ethic. Consistently accurate in drawer reconciliation. Results-oriented Cashier motivated to exceed expectations and deliver exceptional service to meet all customer needs. Resourceful professional with history of increasing sales and decreasing shrinkage. Regularly exceeds sales and productivity objectives.

SKILLS

• Call center experience • Credit card payment processing

• Report generation • Process optimization

• Promotional support • Shipping and receiving understanding.

• Senior leadership support • Office equipment proficiency

• In-store support • Customer relations

• System implementation • Data evaluation

• Data Entry • Clerical support

• Materials transport • Freight operations

• Store maintenance • Problem-solving abilities

• Product organization • Sales expertise

• Inbound and outbound calling • Schedule mastery

• Quality control • Technologically savvy

• Project management abilities • Fleet dispatching

• Microsoft Office expertise • Retail sales customer service

• Business development understanding • Route management

• Courteous demeanor • High-energy attitude

• Conflict mediation • Transportation solution development

• Adaptive team player • Quality assurance controls

• Customer greeting • Knowledge of wine and spirits

• Scanner operations • Cash register operation

• Product recommendations • Cash counting machine operations

• Loss prevention • Merchandise restocking

• Staff mentoring • Liquor regulations and compliance

• Customer order recording • Coin counting

• Cash management • Security monitoring

• Payment processing • Customer assistance

• Cash drawer balancing • Upsell, Cross sell

WORK EXPERIENCE

Company: SKY TV Feb 2006 – Nov 2011

Customer Service Representative Auckland, New Zealand

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Assessed customer needs and upsold products and services to maximize sales.

Evaluated customer account information to assess current issues and determine potential solutions.

Upheld privacy and security requirements established by Satellite TV regulatory agencies.

Created and implemented process improvements to reduce workloads and bolster callback efficiency.

Consulted with customers to determine best methods to resolve service and billing issues.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

Delivered service and support to each customer, paving way for future business opportunities.

Reviewed account and service histories to identify trends and issues.

Answered maximum inbound calls per day and directed to designated individuals or departments.

Set up and activated customer accounts to maintain QA satisfaction levels.

Documented conversations with customers to track requests, problems, and solutions.

Fielded customer complaints and queries, fast-tracking them for problem resolution.

Answered customer questions and addressed concerns, resulting in fair reduction in complaint calls.

Escalated customer concerns, store issues and inventory requirements to supervisors.

Worked with Team Lead to develop customer service improvement initiatives.

Interviewed customers regarding service issues and reported feedback to management team.

Educated customers on special pricing opportunities and company offerings. Good experience in upsell and cross sell.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Trained new employees each in procedures and policies to maximize team performance.

Company: Survey Talk March 2004 – Jan 2006

Interviewer Auckland, New Zealand

Maintained confidentiality when addressing sensitive information with tact and diplomacy.

Communicated clearly and listened attentively throughout interview process to facilitate exchange of information.

Focused and observant of individuals' verbal and non-verbal communication cues such as tone, inflection, and body language.

Interacted sensitively, effectively, and professionally with individuals from diverse cultural, socio - economic and educational, sexual, gender and religious orientations and backgrounds.

Utilized script for on-demand phone project assignment to deliver surveys to recipients.

Checked all contact information from research subjects for accuracy and implemented it into company's computer system.

Supported researchers in planning and executing research.

Entered participant data into databases.

Documented results from participant observations.

Utilized wired phone and company software to record all phone calls.

Verified that interviewees completed survey fully before concluding interview.

Interviewed potential participants to determine eligibility.

Created new programs that resulted in increasing productivity and customer satisfaction.

Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.

Juggled multiple projects and tasks to ensure high quality and timely delivery.

Company: Auckland University of Technology Feb 2004 – Sep 2005

UNIVERSITY MENTOR Auckland, New Zealand

Created and executed successful strategies to facilitate collaboration between stakeholders.

Applied exceptional skills in communication and conflict-resolution to improve decision-making process.

Kept all information confidential except in cases pertaining to abuse, neglect, or threats.

Provided instruction in both classroom and individual settings to cultivate public speaking, punctuality, extracurricular activities abilities.

Recommended coping mechanisms and offered guidance to individuals dealing with intense problems.

Talked with individuals, sharing positive life experiences to encourage improved self-esteem and boost socialization.

Employed skills in crisis intervention to help resolve difficult situations.

Encouraged students to carefully consider career options and related academic decisions based on personal strengths and goals.

Promoted parent and teacher partnerships and communications to support student’s educational goals.

Coordinated alcohol and drug prevention programs to cultivate atmosphere focused on positive decision-making.

Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Motivated and encouraged team members to communicate more openly and constructively with each other.

Answered questions, pointed out overlooked features and offered further details about special exhibits to educate visitors.

Researched topics that pertained to tour locations so that such information could be added to scripts.

Acquired tickets and fees from individuals and larger groups prior to start of tour.

Escorted individuals and groups on cruises, sightseeing tours and through points of interest such as industrial establishments, public buildings, and art galleries.

Improved operations by working with team members and customers to find workable solutions.

Created new programs that resulted in increasing productivity and customer satisfaction.

Company: PAK’N SAVE April 2002 – March 2004

Cashier Mt Albert, New Zealand

Operated cash register collected payments and provided accurate change.

Assisted with purchases, locating items, and signing up for rewards programs.

Helped customers find specific products, answered questions, and offered product advice.

Promoted specific item options to drive sales and achieve add-on purchases.

Wiped down counters and conveyor belt to remove debris and maintain cleanliness.

Assisted Supervisor with completing end-of-day counts and securing funds to prevent loss or theft.

Properly verified customer identification for alcohol or tobacco purchases.

Resolved issues regarding customer complaints and escalated worsening concerns to Supervisor for remediation.

Welcomed customers, helping help find necessary store items.

Processed many transactions per day with exceptional accuracy.

Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.

Trained new employees in cashiering procedures, helping in resolving issues.

Scanned customer purchases, supporting transactions to streamline sales process.

Inspected items for damage and obtained replacements for customers.

Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.

Monitored sales events, added new merchandise, and rang up purchases.

Trained new team members in cash register operation, stock procedures and customer service.

Processed all sales transactions accurately and promptly to prevent long customer wait times.

Worked closely with front-end staff to assist customers and maintain satisfaction levels.

Wrapped items and bagged purchases properly to prevent merchandise breakage.

Assisted customers with account updates, new service additions and promotional offers.

Learned roles of other departments to provide coverage and keep store operational.

Resolved issues with cash registers, card scanners and printers.

Maintained high productivity by efficiently processing cash, credit, debit, and voucher program payments for customers.

Received payments for products and issued receipts.

Company: Wendys Jan 2002 – April 2002

Cashier Auckland, New Zealand

Completed opening, closing and shift change tasks to promote store efficiency.

Recorded customer orders and communicated clearly to confirm each order.

Kept customer and food preparation areas clean and well-organized for maximum efficiency.

Assisted management with monthly inventory control and weekly stock ordering.

Completed side work tasks, including restocking condiments and cleaning refrigerators.

Correctly received orders, processed payments, and responded appropriately to guest concerns.

Maintained neat, well-groomed appearance including impeccable personal hygiene, hair restraint and minimal jewelry to meet company standards.

Effectively worked with teammates and openly invited coaching from management team.

Took necessary steps to meet customer needs and effectively resolve food or service issues promptly.

Reviewed contents on food trays to check receiving complete order.

Accepted transaction payments, making change for cash payments and processing credit cards, debit cards and gift cards.

Carefully maintained proper sanitation, health, and safety standards in all work areas by applying industry best practices and company requirements.

Answered customer questions regarding food preparation, responding to concerns regarding potential allergens.

Prepared items according to written or verbal orders, working on several different orders simultaneously.

Built brand loyalty and accomplished customer satisfaction by working well with other food service team members.

Followed all company safety standards, including food quality and sanitation procedures.

Safely prepared, assembled, and presented food to satisfy customers and fill orders.

Maximized customer satisfaction by quickly addressing and resolving complaints with food or service.

Quickly and efficiently processed payments and made accurate change.

EDUCATION

Auckland University of Technology (AUT) – Auckland City, New Zealand

Certificate in Applied Sciences - February 2004 to September 2006

Avondale College - Avondale, Auckland, New Zealand

Graduate in High School - March 2001 to September 2003

AWARDS & CERTIFICATES

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