Customer Service Sales

LATONYA RILEY

Email: ********@**********.***

Address:

City: Charlotte

State: NC

Zip: 28208

Country: USA

Phone: 919-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-driven Customer Services Representative with proven ability to establish rapport with clients. Motivated customer service representative with over three years retail experience in a fast-paced environment. Enthusiastic customer service/telesales representative with in-depth knowledge of sales, account management and training. Talented Front Desk Agent offers exceptional organizational, interpersonal and computer skills. Strong background in all aspects of customer service and support. Accustomed to working in fast-paced environments with success in effectively handling difficult client situations. Front Desk Agent effective at improving customer satisfaction ratings through exemplary service. Reliable, motivated and willing to go the extra mile to guarantee guests satisfaction and comfort. Accomplished management professional specializing in creating, launching and operating retail locations. Telecommunications specialist with an extensive and broad-based background of diversified responsibilities and accomplishments in the communication industry. Award-winning retail sales and customer service expert. Consistently meets commission-based sales goals. Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Customer Service Manager committed to delivering success through effective personnel and workflow management. Qualified Customer Service Manager offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions.

Educational Background:

High School Dipolma from BAYSIDE HIGH, Virginia Beach VA 1/2001 to 6/1996 (BUSNIESS)

High School Dipolma from VIRGINA TECH UNIVERSITY, Virginia Beach VA 1/2001 to 10/2012

Job History / Details:

Career Overview

Results-driven Customer Services Representative with proven ability to establish rapport with clients.

Motivated customer service representative with over three years retail experience in a fast-paced environment.

Enthusiastic customer service/telesales representative with in-depth knowledge of sales, account management and training.

Talented Front Desk Agent offers exceptional organizational, interpersonal and computer skills. Strong background in all aspects of customer service and support. Accustomed to working in fast-paced environments with success in effectively handling difficult client situations.

Front Desk Agent effective at improving customer satisfaction ratings through exemplary service. Reliable, motivated and willing to go the extra mile to guarantee guests' satisfaction and comfort.

Accomplished management professional specializing in creating, launching and operating retail locations.

Telecommunications specialist with an extensive and broad-based background of diversified responsibilities and accomplishments in the communication industry. Award-winning retail sales and customer service expert. Consistently meets commission-based sales goals.

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Customer Service Manager committed to delivering success through effective personnel and workflow management.

Qualified Customer Service Manager offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions.

Core Strengths

Mathematical aptitude

Perfect attendance record

MS Office proficient

Basic clerical knowledge

Approachable

Flexible

Dedicated team player

Excellent time management

Typing speed [45 } WPM

Relationship selling

Reliable and dependable

Positive outlook

Background in shipping and receiving

Accuracy

Organizational skills

Fast learner

Production procedures

Extremely quick learner

Solvent bonding ability

Advanced interpersonal skills

Relationship/team building

High customer service standards

Employee relations specialist

Call center management experience

Dedicated to process improvement

Conflict resolution proficiency

Negotiation competency

Troubleshooting skills

Telecommunications knowledge

Proficient with Microsoft Office Suite

Accomplishments

Supervision

Supervised team of three staff members.

Process Improvement

Created new departmental procedures manual.

Assessed organizational training needs.

Protective Services

Applied safety procedures and policies as outlined in Department Safety Manual.

Creative Problem Solving:

Resolved product issue through consumer testing.

Account services manager for platinum guests. Reduced number of guest complaints by percent.

Led successful property-wide effort to reduce energy and water consumption.

Fulfilled all supervisory duties when Store Manager was on vacation.

Named Associate of the Quarter for exceeding all customer service goals.Won Retail Sales Associate of the Month Award in [].

Work Experience

February 2012 to July 2012

AIRPORT MOBILE MORRISVILLE, NC

CASHIER

Computed sales prices, total purchases and processed payments.

Described merchandise and explain operation of merchandise to customers.Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.Recommended merchandise based on customer needs.

Operated a cash register to process cash, check and credit card transactions.

Guided customers in choosing items that reflected personal style and shape.

Facilitated monthly and quarterly physical inventory counts.

Explained information about the quality, value and style of products to Influence customer buying decisions.

January 2012 to August 2012

WAKE MEDICAL CENTER CARY, NC

MED TECH II

Simultaneously served as lead health care provider and office manager of family clinic.

Monitored post-op vitals, set up PCA, fluids, reviewed post-op orders and orient patients to unit.

Disciplined, energetic employee who quickly establishes rapport with patients and colleagues.

Performed all tasks with a patient-centered focus while seeking opportunities for improvement of processes and treatments.

September 2011 to January 2012

MCDONALDS CARY, NC

TEAM LEAD CASHIER

Up-sold additional menu items, beverages and desserts to increase restaurant profits.

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

Recorded customer orders and repeated them back in a clear, understandable manner.

Promptly reported complaints to a member of the management team.

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

Communicated clearly and positively with co-workers and management.

Resolved guest complaints promptly and professionally.

Served orders to customers at windows, counters and tables.

Prepared and served beverages such as coffee, tea and fountain drinks

Quickly and efficiently processed payments and made accurate change..

June 2010 to September 2011

WAL-MART SUPERCENTER RALEIGH, NC

CUSTOMER SERVICE

Earned management trust by serving as key holder, responsibly opening and closing store.

Described product to customers and accurately explained details and care of merchandise.

Answered questions regarding store and products, while maintaining knowledge of current sales and store promotions.

Computed accurate sales prices for purchase transactions.

Conducted weekly walkthroughs with the General Manager to discuss all interior visual displays including store window presentation.

Worked as a team member performing cashier duties, product assistance and cleaning while providing excellent customer service.

Assisted customers in person and via telephone.

Communicated with vendors regarding back order availability, future inventory and special orders.

Generated sales and inventory reports in Excel with data from a variety of sources, maintaining a 100 percentage accuracy rate.

Cross-trained and provided back-up for other customer service representatives when needed.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Provided daily support as the company's only bilingual Spanish/English customer service representative.

Maintained cleanliness and presentation of stock room and production floor.

Assisted customers with store and product complaints.

January 2005 to February 2009

CASH CONVERTERS CHESAPEKE, VA

STORE MANGER

Managed team of [10] of professionals.

Developed department's first incentive performance plan which motivated staff and resulted in a 23 percentage increase in sales.

Surpassed revenue goals in four consecutive quarters.

Served as mentor to junior team members.

Built financial model for new business unit.

Executed integrated advertising campaign across multiple media channels.

Initiated program that standardized employee training and led to increase in customer satisfaction by 12 percentage .

Managed a $[20,000] sales portfolio.

Led sales calls with team members to establish sales and customer retention goals.

Increased market share by [15] percentage over the course of a [4 months].

Grew number of customers by [35] percentage in [8 months].

Hired and trained all sales staff for new store location.

Resolved an average of [15] customer complaints per month regarding sales and service.

Determined merchandise price schedules and discount rates.

Monitored customer preferences to determine focus of sales efforts.

Generated monthly and annual sales reports.

Created and directed sales team training and development programs.

Managed a regional sales staff of [10] members.

Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills.

Wrote sales slips and sales contracts.

Shared product knowledge with customers while making personal recommendations.

Maintained friendly and professional customer interactions.

Trained in negotiations and time management.

March 2008 to May 2010

A1 CALL CENTER CHESAPEKE, VA

CUSTOMER SERVICE REP

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Provided accurate and appropriate information in response to customer inquiries.

Demonstrated mastery of customer service call script within specified timeframes.

Improved customer ratings by [10] percentage .

Maintained up-to-date records at all times.

Developed effective relationships with all call center departments through clear communication.

Ran reports and supplied data to fulfill customer report requirements.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Formulated and enforced Service Center policies, procedures and quality assurance measures.

Educational Background

1996 BAYSIDE HIGH VIRGINA BEACH, VA

High School Diploma

2004 VIRGINA TECH UNIVERSITY BLACKBURG, VA

ASSOCIATE DEGREE IN BUSNIESS BUSNIESS

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