Customer Service Sales

Jasmine Sherman

To obtain a Customer Service/ Management employee focused position utilizing my

strong Customer Service, Management & Leadership Skills Houston, TX

****************@*****.*** - 601-***-****

Willing to relocate to: Houston, TX - Dallas, TX - Gulfport, MS Authorized to work in the US for any employer

WORK EXPERIENCE

Customer Care Specialist

Walmart Corporate Office - Hattiesburg, MS - February 2015 to December 2015 Responsibilities

Reply to inquiries via telephone, e-mail and live chat Use available resources efficiently to assess the customer’s issue and recommend valid solutions Escalate unresolved issues to the appropriate Program Manager or supervisor Record details of each customer interaction and any actions taken Follow up on any customer issues requiring additional research Maintain adequate knowledge of all internal software and systems Communicate with Vice President of Customer Care and/or Operations team regarding status of issues Attend all Customer Care team meetings, as required Accomplishments

Ability to work well with all levels of management and staff while maintaining a professional and diplomatic demeanor

Excellent written and verbal communication skills

Excellent interpersonal skills

Ability to prioritize and integrate a proactive approach to assignments Ability to request assistance as needed

Strong technical aptitude with the ability to quickly learn and adjust to new systems Strong analytical, problem solving and decision making skills Effective organizational and time management skills Proficiency in written and verbal English required, bilingual English/Spanish skills preferred Skills Used

Ability to work well with all levels of management and staff while maintaining a professional and diplomatic demeanor

Excellent written and verbal communication skills

Excellent interpersonal skills

Ability to prioritize and integrate a proactive approach to assignments Ability to request assistance as needed

Strong technical aptitude with the ability to quickly learn and adjust to new systems Strong analytical, problem solving and decision making skills Effective organizational and time management skills Proficiency in written and verbal English required, bilingual English/Spanish skills preferred Customer Care Representative

General Dynamics Information Technology - Hattiesburg, MS - April 2013 to November 2014 Responsibilities

Attracts potential customers by answering product and service questions; suggesting information about other products and services.

Opens customer accounts by recording account information. Maintains customer records by updating account information. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs. Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed.

Accomplishments

Exceeded the ABC Company’s sales goals by up-selling the company’s products.

• Resolved customer complaints by identifying problems and taking appropriate corrective action – Resulted in 50% increase in department’s efficiency.

• Demonstrated professional etiquette and manners when interfacing with customers which resulted in 30% improved feedback of customers.

• Improved the efficiency of customer service department 20% by providing both training for new hires and setting up training materials.

• Promoted to customer service manager in three months following excellence in providing customer education on the company’s services and commendation by supervisor.

• Developed customer base by 45% during the year 2012 through delivery of quick service.

• Integrated a complex customer feedback system that took feedback and complaints from customers in order to manage the system better.

• Attained Employee of the Year Award 3 times in three years following commendation from supervisors and recommendation from peers.

• Increased customer base by a staggering 55% by training customer service representatives in providing exceptional services to patrons.

• Reduced customer complaints ratio by 66% through implementation of a dedicated complaint handling cell to cater to escalated grievances.

• Trained 15 groups of new staff members in providing dedicated customer services to patrons.

• Streamlined customer service department operations by introducing a series of rigorous training sessions.

• Retained an important corporate client (who was victim of bad customer services from a customer service representative) by providing him with incentives in terms of bulk discounts.

• Organized service workflow to meet the influx of customers, thereby streamlining workflow issues.

• Successfully handled 16 accounts simultaneously, without a single complaint from any account holder in 3 years.

• Introduced and implemented CMS System which decreased customer information pulling time by 30%.

• Revolutionized customer service gauging mechanism which increased efficiency of the department.

• Effectively managed and responded to over 1000 calls for information in one day, without any complaints from callers.

• Trained a special team to handle returns and complaints, thereby managing the time of customer services representatives effectively.

• Wrote an employee’s manual on the Dos and Don’ts of customer service provision for new employees.

• Participated in a booklet writing on appropriate responses to customers’ questions as part of the training manual used as part of the new employee training process. Skills Used

Persuasion - Persuading others to change their minds or behavior. Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Active Learning - Understanding the implications of new information for both current and future problem- solving and decision-making.

Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do. Time Management - Managing one's own time and the time of others. Negotiation - Bringing others together and trying to reconcile differences. Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Coordination - Adjusting actions in relation to others' actions. Writing - Communicating effectively in writing as appropriate for the needs of the audience. Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

Instructing - Teaching others how to do something. Customer Service Manager/Sales

Best Solutions - Auburn, AL - January 2011 to December 2012 Responsibilities

• Store Operations

• Improve customer service experience, create engaged customers and facilitate organic growth

• Take ownership of customers issues and follow problems through to resolution

• Set a clear mission and deploy strategies focused towards that mission

• Develop service procedures, policies and standards

• Keep accurate records and document customer service actions and discussions

• Analyze statistics and compile accurate reports

• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

• Keep ahead of industry’s developments and apply best practices to areas of improvement

• Control resources and utilize assets to achieve qualitative and quantitative targets

• Adhere to and manage the approved budget

• Maintain an orderly workflow according to priorities

• Hiring/Training/Payroll Processing

• Report Generation

Accomplishments

Enhanced Customer Satisfaction:

Established higher call center standards by redesigning employee performance score cards to capture essential qualities of high-level customer service. Implemented automated call center customer survey and tracking system, resulting in valuable feedback for continuous improvement efforts.

Strengthened service development program by integrating strong mentoring / coaching elements into new employee trainings.

Increased efficiency by playing a key role in the implementation and training of new CRM software system. Significantly Improved Employee Retention / Development: Designed (and trained supervisory staff to use) new employee motivational program which decreased employee turnover.

Developed "Nesting Area" training resource for new employees to quickly and adeptly develop their knowledge base and customer service skills.

Supported Business Development / Growth:

Played a key role in the creation and implementation of the "Personal Shopper", an innovative, personalized on-line service that contributed to increasing sales in its first year and was forecasted to have a significant positive impact on business.

Facilitated training of supervisory and line staff at new Neenah location. Grew order fulfillment portion of department by 5% within a year. Strengthened Team Building

Established strong leadership team who acquired a stellar service reputation. Skills Used

Excellent communication skills, both written and verbal. Ability to coach, train and motivate team members. Provide fair and open feedback.

Store Manager

Rainbow - Jackson, MS - May 2009 to July 2011

Responsibilities

Completes store operational requirements by scheduling and assigning employees; following up on work results.

Maintains store staff by recruiting, selecting, orienting, and training employees. Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.

Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements. Ensures availability of merchandise and services by approving contracts; maintaining inventories. Formulates pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends.Markets merchandise by studying advertising, sales promotion, and display plans; analyzing operating and financial statements for profitability ratios. Secures merchandise by implementing security systems and measures. Protects employees and customers by providing a safe and clean store environment. Maintains the stability and reputation of the store by complying with legal requirements. Determines marketing strategy changes by reviewing operating and financial statements and departmental sales records.

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. Maintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.

Contributes to team effort by accomplishing related results as needed. Accomplishments

Improved the accuracy of sales forecasts.

Reached a record in sales with [x] new target sales. Developed new customer satisfaction form,Led and motivated the store team to increase sales and ensure efficiency.

Managed the store’s stock levels – Made key decisions about stock level and stock control. Analyzed sales figures – Utilized IT to record sales figures for data analysis and forward forecasts. Analyzed and interpreted trends to facilitate planning.

Forecast volume of future sales to maximize profits.Played a key role in advertising sessions- Organized trade- shows, special events, exhibitions and displays.

Promoted the company locally by communicating with local Social Medias, journals and the community in general.

Ensured that quality, customer service, health and safety standards are met – Resolved safety, legal and security issues.

Initiated changes to improve the business, e.g. revising opening hours to ensure the store can compete effectively in the local market.

Organized professional training and development courses.Monitored the sales floor regularly, talking to staff and customers, and identifying and resolving urgent issues. Dealt with employment issues such as interviewing/hiring potential employees, conducting appraisals and performance reviews

Dealt with chain sales, as and when required.

Responded to customer comments and complaints.

Updated superiors on business performance, new initiatives and other issues. Maintained awareness of market trends in the retail industry. Recognized forthcoming customer initiatives and kept up with local competitors. Skills Used

Great Leader, Able to make quick decision,, Able to motivate, Able to coach manager to be better manager,Good listener, Strong personality, Great idea, result oriented,Staff motivation, Brand awareness,Staff training, Staff briefing

Assistant Manager

Walmart - Petal, MS - March 2004 to May 2008

Responsibilities

Trains store staff by reviewing and revising orientation to products and sales training materials; delivering training sessions; reviewing staff job results and learning needs with retail store manager; developing and implementing new product training.

Evaluates competition by visiting competing stores; gathering information such as style, quality, and prices of competitive merchandise.

Purchases inventory by researching emerging products; anticipating buyer interest; negotiating volume price breaks; placing and expediting orders; verifying receipt. Attracts customers by originating display ideas; following display suggestions or schedules; constructing or assembling prefabricated display properties; producing merchandise displays in windows and showcases, and on sales floor.

Promotes sales by demonstrating merchandise and products to customers. Helps customers by providing information; answering questions; obtaining merchandise requested; completing payment transactions; preparing merchandise for delivery. Prepares sales and customer relations reports by analyzing and categorizing sales information; identifying and investigating customer complaints and service suggestions. Maintains a safe and clean store environment by developing and publishing evacuation routes; determining and documenting locations of potentially dangerous materials and chemicals. Maintains inventory by checking merchandise to determine inventory levels; anticipating customer demand. Prepares reports by collecting, analyzing, and summarizing information. Maintains quality service by establishing and enforcing organization standards. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Contributes to team effort by accomplishing related results as needed Accomplishments

Increased sales 50000$ in six months by employing aggressive marketing and sales tactics

• Achieved company targets by 85% following excellence in sales techniques

• Realized self targets by 100% following merit in strategic sales planning and execution

• Reorganized the store inventory procedure by bringing in automated features and thus reducing the timeline of the inventory process

• Awarded Employee of the Year Award following excellence in customer services and meeting set sales goals Skills Used

Great leader,Able to make quick decisions.

Able to train and develop a staff

Able to motivate

Able to coach managers to become better managers of people EDUCATION

Certified Pharmacy Technician in Medical

Virginia College - Jackson, MS

2013 to 2014

Associate-General Studies in Science

Jones County Jr. College - Ellisville, MS

2004 to 2006

SKILLS

Leadership Skills (9 years), Excellent Listening (9 years), Customer Service Experience (8 years), Interpersonal Skills (7 years), Problem Solving Skills (9 years), Management Experience (7 years)

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