Customer Service Sales
Resume:
VERONICA LEWIS
**** *. *** ******* **** S #***, Houston, T X 77072H: 713-***-**** C: *******************@***.***
PROFESSIONAL SUMMARY
Customer-oriented Dept. Mgr. successful at troubleshooting and handling customer support issues in
atimely manner. Energetic Customer Service Specialist with strong time management skills who thrives in afas
t-paced, dynamic environment. Dedicated Customer Service Representative who provides exceptionalcustomer
service through active listening and problem solving. Customer Service Manager with
morethan 10 years of professional customer service and leadership experience. Handson Customer
ServiceManager effective in motivating others to reach their optimum potential.
SKILLS
Customer interface expertise Extensive history with predictive dialers
Multi-line phone operation proficiency Customer service award
Exceptional workflow management Completed telephone training seminar
Adheres to customer service procedures Extensive history with predictive dialers
Committed to maintaining data integrity
WORK HISTORY
Dept. Mgr. 04/2009 to
05/2013Wal-Mart – 2727 Dunvale Rd. Houston, Tx. 77072
Effectively managed a high-volume of inbound and outbound customer calls.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
Resolved service, pricing and technical problems for customers by asking clear and specific
questions.Investigated and resolved customer inquiries and complaints in an empathetic manner.
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements at all times.
Solved unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service
goals.Strong leader of customer support staff.
Trained staff on operating procedures and company services.
Identified individual development needs with appropriate training.
Maintained accurate records of past due customer account activity.
Managed work flow to exceed quality service goals.
Community Involvement Coordinator/ Office Asso 06/2007 to 04/2009Wal-Mart – 2727 Dunvale Rd. Houston, Tx.
77072
Served as the primary point of contact for the city with all media representatives.
Managed and maintained a balanced budget of $5000 a month.
Developed innovative programs and activities based on analysis of community needs and interests.
Planned and hosted on- and off-campus community service activities.
Communicated with individuals of all ethnic and cultural backgrounds on a daily basis.
Coordinated project activities with other city departments.
Recruited community members for projects and activities.
Trained all new personnel.
Layaway Mgr. 03/2003 to 06/2007Wal-Mart – 2727 Dunvale Rd.
Addressed and resolved customer product complaints empathetically and professionally.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Resolved service, pricing and technical problems for customers by asking clear and specific
questions.Prepared reports and communication for senior management and clients.
Acted professionally and patiently when addressing negative customer feedback.
Met or exceeded service and quality standards every review period.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Oversaw inventory and office supply purchases.
Reduced overhead by taking on more responsibility with creative and administrative projects.
Managed executive calendar and coordinated weekly project team meetings.
Operated a cash register for cash, check and credit card transactions with 100% accuracy.
Trained 12 new sales associates each quarter.
Completed all point of sale opening and closing procedures, including counting the contents of the
cash register.Handled all customer relations issues in a gracious manner and in accordance with company
policies.Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Mentored new sales associates to contribute to the store's positive culture.
Answered customer telephone calls promptly and in an appropriate manner.
Sales Associate 06/2000 to 10/2002Wal-Mart – 2727 Dunvale Rd.
Effectively managed a high-volume of inbound and outbound customer calls.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Referred unresolved customer grievances to designated departments for further investigation.
Resolved service, pricing and technical problems for customers by asking clear and specific
questions.Acted professionally and patiently when addressing negative customer feedback.
Met or exceeded service and quality standards every review period.
EDUCATION
2000
Houston Can Academy – 2301 Main Street. Houston, TX 77002
ACCOMPLISHMENTS
Consistently commended by superiors for resolving volatile customer situations quickly and
courteously.Management Support
Ensured smooth operations by supporting executive team.
Training
Responsible for training all new employees to ensure continued quality of customer
service.Directed 2 meetings and training sessions each month to build information sharing
networks.
Received the "Employee of the Month" award after 4 months of employment.
Managed and led a team of 15 Retail Sales Associates.
ADDITIONAL INFORMATION
I am a very hard worker, willing to learn everything possible in order to do the best job possible.
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