Customer Service Representative

Customer Service Representative ~ Cashier ~ Data Entry Operator

QUALIFICATIONS PROFILE

Highly dynamic and results-oriented professional, with broad-based experience and hands-on skills in the successful management and implementation of merchandising, customer service, business development, and human relations. Recognized for overseeing sales and business processes through strong managerial skills and clear understanding of wider commercial pressures. Commended as a reliable leader and outstanding sales representative; adept at building long-term productive relationships, resolving complex issues, and winning customer loyalty.

Performance-focused self-starter with excellent analytical, communication, organizational, and leadership aptitudes.

Technically proficient, with strong command of software platforms and terminology.

Fully committed to continuous improvement and exploration of new opportunities with professional excellence.

AREAS OR EXPERTISE

Customer Service and Relations

Core Business Operations

Strategy Development

Accounts Management

Strategic Planning and Implementation

Client Relationship Management

Growth and Development Impacts

General Management and Supervision

Rapid Conflict Resolution

Cross-functional Leadership and Team Building

RELATED EXPERIENCE

CUSTOMER SERVICE ASSOCIATE J C Penney’s - Columbia Mall, Columbia, MD 2014– Present

Responding to customer inquiries via telephone and in person regarding purchases, status of orders, billing.

Recommending merchandise based their needs and wants.

Ordering products online and ringing up sales.

Increased customer base and sales by providing exceptional customer service.

Providing outstanding problem-solving, analytical, technical, and research skills in resolving customer complaints and concerns.

Retail Sales Associate Macy's Columbia Mall, Columbia, MD 2010–2013

Consistently guaranteed rewarding customer experience to win customer loyalty and generate repeat business.

Utilized excellent customer service skills in accomplishing key tasks, such as achieving hourly selling and loyalty program standards; providing product knowledge to key customers; and ensuring strict compliance with loss prevention control and procedures.

Established and cultivated positive working relationships with customers, colleagues, and the management built on trust, communications, and professional approach.

Customer Service Associate Wal-Mart, Cockeysville, MD 2008–2010

Carried out daily administrative and management tasks, such as opening and closing registers; verifying and balancing all transactions; conducting returns and exchanges for customers; and enforcing payment procedures.

Proficiently utilized point of sale (POS) system in recording customer purchases in a timely manner.

Demonstrated working knowledge of service systems and all related functions to optimize productivity and development impacts.

Solely maintained the department along with the area of responsibility, which included merchandising, cleaning, and tagging in adherence to the current strategy.

Customer Care Representative Spherion; Finiti, Columbia, MD 2007–2008

Leveraged outstanding problem-solving, analytical, technical, and research skills in consistently achieving and exceeding all goals within a call center setting.

Answered and settled telephone calls in resolving customer complaints on merchandise; provided accurate information and messages to callers; and took and transferred calls.

Effectively assisted CitiFinancial branches with title products and mortgage services.

Customer Care Representative The Freedom Point, Columbia, MD 2006–2007

Rendered strategic assistance and guidance to all customers on debt management of key products and services in the call center.

Worked collaboratively with the management and other departments in providing accurate and timely resolutions on all customer service and management concerns.

Monitored outstanding customer success on prescribed programs through application of a variety of resources in the company.

Customer Service Representative Thomas Prometric, Baltimore, MD 2005–2006

Provided support to the candidate in the call center in spearheading all aspects of certification/testing process from registration to successful test delivery.

Quickly resolved customers’ concerns and inquiries through implementation of related resources company-wide

Played a vital role in proficiently processing check and credit card transactions, as well as analyzing and compiling data; rendered research and problem-solving initiatives in all business concerns.

Customer Account Executive Comcast Cable, Washington, DC 2003–2005

Progressively led and assisted customers on a high volume of incoming calls in the call center.

Scheduled and dispatched service calls, executed billing processes, set up, changed, and canceled accounts and successfully sold cable and Internet products and services.

Customer Assistance Supervisor Enterprise Networking Solutions, Inc., Rockville, MD 2000–2002

Directed various teams of results-driven customer assistance representatives in a call center, successfully forming a creative powerhouse team.

Solely monitored, counseled, and encouraged representatives in ensuring implementation of quality customer service and career development.

Handled the preparation of all time schedules, reports, evaluations, as well as schedule adherence.

OTHER EXPERIENCE

Special Education Teacher Delta-T Staffing Agency, Columbia, MD 2010–2013

Special Education Teacher Villa Maria School, Baltimore, MD 2009–2010

Special Education Teacher The Children’s Guild, Baltimore, MD 2008–2009

Special Education Coordinator Village Learning Center Public Charter School, Washington, DC 2002–2003

Special Education Resource Teacher River Terrace Elementary School, Washington, DC 1999–2002

EDUCATION

Bachelor of Science in Business: 1993

University of Maryland College Park, MD

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