Customer Service Sales
Resume:
La-Toya C. James
Duluth GA, 30096
************@******.***
PROFILE
RETAIL AND CALL CENTER PROFESSIONAL with more than 5 years experience in customer service, customer retention and conflict resolution. Background includes training as well as managing and developing employees with strong sales and negotiation skills and the ability to develop and manage departmental goals and standards as well as maintaining consistent quality service.
PROFESSIONAL EXPERIENCES
Enterprise Holdings Duluth, GA. 9/13 to 11/17
Reservation sales specialist
Responsible for providing excellent, and consistent Customer service, handling multiple task such as talking with, and listening to customers while accessing, and imputting information into numerous applications. Handling incoming calls efficiently, resolving variety of customer inquiries, utilizes problem solving skills to effectively answer customers requests, maintain target levels of productivity, locate and interpret complex info from a number of databases. Team mentor for performance metric including but not limited to team building exercises, and individual coaching.
Ryla Telecommunications Kennesaw, GA 9/10 to 10/12k
Customer Service Agent (Verizon Wireless)
Answer inbound calls for Verizon Wireless assisting customers with various issues. Issues include: Obtaining, verifying, and updating customer information, Account analysis, and general trouble shooting. Maintain company standards with KPIs such as Entire Rep Performance, First Call Resolution, Average Talk time, Average Handle Time, and Call Worked. Experienced with TDD Relay. Conflict resolution, Tier 1 technical support, Troubleshoot basic, and advance software issue.
~ Became a Certified Verizon Wireless Agent
~ Maintain a 100% Representative Resolve KPI (Based on Customer Surveys)
~ Consistently among the top 5% performing representatives in the company
~ Consistently selected to train and coach new employees
Kmart (Sears) Atlanta, GA 10/07 to 10/10
Lead Merchandise Coordinating Associate
Responsible for sorting merchandise, organizing special promotions, displays and events, and maintaining planograms. Assisted with the general maintenance and cleaning of the department ensuring that established company standards for store appearance, presentation and condition are met. Responsible for excellent customer service including touring the sales floor regularly, talking to colleagues and customers, and identifying or resolving urgent issues. Assisted in managing stock levels and making key decisions about stock control. Managed and motivated a team to increase sales and ensure efficiency. Shipping and receiving, maintain spreadsheet on inventory, and deliveries.
~ Consistently selected to train and coach new employees
WALGREENS-. Marietta, GA 10/05 to 12/06
SIMS COORDINATOR (Strategic Inventory Manager)
Responsible for managing the store inventory by reviewing and analyzing sales trends. Communicated directly with the vendors to ensure delivery of goods and payment for those goods and monthly sales. Performed daily opening procedures storewide as needed. Assisted with Loss Prevention. Order inspections, set up displays, and planograms. Ordering, and processing of merchandise.
Coordinate facility and regional events
Coordinate maintenance and repairs of copiers, faxes and other office equipment
-Code invoices and submit for payment
LATOYA C. JAMES - Page Two -
Serve as a central point of contact for various facility issues
~ Promoted from Beauty Advisor to a SIMS coordinator
~ Cross Trained in all departments
WALMART Marietta, GA 3/03-4/05
CUSTOMER SERVICE REPRESENTATIVE
Responsible for providing Excellent Customer Service, assessing project needs and managing stock levels accordingly. Central point of contact for supply/equipment service vendors. Single point of contact to receive orders and insure timely payment of invoices. Greeting and assisting customers with purchases, returns and exchanges. Cross Trained in all departments. Lead daily sales team meetings with a focus on moral to take sales force to the next level of success. Assisted with loss prevention. Monitored Weekly and monthly sales reports for all jewelry associates. Performed daily opening procedures storewide.
General office duties (filing, processing mail, copying, faxing, ordering supplies)
Receive shipments from FedEx, UPS etc.
Answer and Direct all incoming calls and clients
Cash Handling
Operating Cash Register
Loss prevention
~ Cross Trained in all departments
DOLLAR GENERAL MARIETTA GA 9/02 to 5/03
ASSISTANT. MANAGER
Assisted in the overall operation of a of 1 location with 20 hourly associates. Duties included: Managing Purchasing including approving vendors, vendor claims, and purchase requisitions, Accounts Receivable / Payable and Payroll duties. Maintaining employee records including time cards and vacation, and identifying new product and service applications. Assisted with Loss Prevention
Handled customer complaints as needed
Making monetary deposits
Conducted Daily opening, and closing procedures
~ Promoted to Assistant Manager in 3 weeks
EDUCATION / CERTIFICATIONS
South Cobb High School - Marietta, GA - Diploma
COMPUTER SKILLS
Microsoft Word / Excel / PowerPoint / Works /Access
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