Customer Service Manager

Tawanda Featherstone

Customer Care Specialist

Chester, SC 29706

***************@*****.*** - 803-***-****

I am a respected and self-motivated professional, with years of experience in customer services, quality assurance, and leadership. I am highly skilled at building rapport with clients and across organizations and teams. I possess exceptional writing, presenting, and communication skills. I have mastered the ability to access needs, provide options, and implement beneficial strategies, through the collaboration of organization- specific goals and the needs of the clients.

WORK EXPERIENCE

Customer Care Specialist

Xerox - Charlotte, NC - April 2015 to Present

Listening and being patient with customer to resolve their issues. Building rapport and expressing sympathy and empathy when necessary. Taking ownership of the call while satisfying the customer. Pro e for information that can help with problem solving. Able to multitask and give it your all. SALES ASSOCIATE

Charlotte, NC - November 2014 to June 2016

• Was responsible for actively promoting and selling AT & T's products and services to a diverse range of customers in a very competitive marketplace

• Was recognized for performance levels documented at 124% of required sales revenue, retention units and execution of affiliate products and services

• Prepared promotional strategies to maximize company's profit.

• Demonstrated technical selling skills and product knowledge

• Adapted complete understanding of pricing and proposal models

• Was responsible for de-escalating calls from severely disgruntle customers

• Motivated customers by explaining the benefits of products and services

• Acquired strong consulting skills with proven ability to interact, collaborate, and deliver results through influence management

INVENTORY SPECIALIST

Staffmark - Jonesville, SC - June 2015 to May 2016

• Demonstrates proficiency in the use of inventory software

• Possesses specific knowledge of company's range of products and services

• Exhibits ability to interpret and explain inventory and sales reports

• Possesses physical strength necessary to unload and restock supplies

• Reports and discrepancies to inventory manager or store manager

• Maintains cleanliness and organization of the stockroom

• Locates and removes expired or defective merchandise from the sales floor

• Packs up defective items for return, creates shipping labels, and mails items.

• Works with store manager to brainstorm ways to reduce inventory discrepancy and possible theft or "shrink."

• Uses computerized inventory software to record, track, and maintain all inventory related data.

• Responsible for emergency policies and procedures training facilitation, coaching and motivating new team members

QUALITY INSPECTION

Britax - Fort Mill, SC - May 2014 to November 2014

• Performed complete layout inspection by measuring dimensions, such as length, height, and distance, between reference points, using precision instruments to ensure product meets specifications

• Performed verification on Incoming, In-Process, and Outgoing products.

• Visually compared work pieces against one another to assess/detect manufacturing variations in processes

• Assisted and trained operators on part visual acceptability, and measurement and process procedures as required

• Reported quality problems or findings to Quality Control Manager and follows up to ensure that corrective action was enforced

• Maintained record of inspections and prepares list of defects, interacts with other departments to ensure compliance with specification and to facilitate the acceptance of parts ASSEMBLER

PRESSOPERATOR - Fort Mill, SC - June 2013 to May 2014

• Followed detailed assembly instructions, processes and procedures.

• Kept equipment operational by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs.

• Maintained safe and clean working environment by complying with procedures, rules, and regulations.

• Verified specifications by measuring completed component.

• Performed on-line-go-not-go testing and inspection, using magnifying devices, measuring instruments, and electronic test equipment, to ensure parts and assemblies met production specifications and standards.

• Followed OSHA standards and government laws and complied with company policies and practices, as applicable.

CUSTOMER SERVICE SPECIALIST

Staffmark - Jonesville, SC - June 2012 to September 2013

• Assigned the tasks of providing product knowledge to clients

• Handled the responsibilities of conducting research any solving problems

• Assisted clients with various account information

• Handled the tasks of conducting trainings and providing support to other areas as required

• Consulted with customers to analyze business requirements and convert requirements into product and service solutions

• Was responsible for offering telephonic and desk-side help as well as delivering customer satisfaction surveys INVENTORY CLERK/CUSTOMER SERVICE REPRESENTATIVE (01/2006/2011) Schaeffler Group, Fort Mill, SC

• Compiled and maintained records of inventory

• Compared inventory to purchase orders, production sheet and goods shipped

• Performed physical counting of products and verified it with the information stored in the computer

• Prepared reports on inventory balance, shortages, goods damaged and price lists

• Rated vendors according to the quality of supplies

• Monitored and validated stock, verifying accuracy of all counts

• Prepared spreadsheets for goods shipped and maintained a log of all records QUALITY INSPECTOR

ASSSEMBLER - July 2007 to February 2009

Eagle Lighting

• Was responsible for determining the adherence to company standards by inspecting products

• Evaluated processes to ensure business standards were

• Ensured corrective action on exceptions and problems identified, required data is input and proper procedures were followed

• Ensured identified risks and/or problems are clearly documented and interacts with appropriate parties for timely resolution

• Performed ongoing evaluations and generates reports summarizing results

• Identified risks and problematic areas and recommends standards, policies, and procedures to correct deficiencies and improve performance

• Demonstrated ability to partner successfully with a broad spectrum of constituents up to and including senior management

Quality Control Inspector

Britax - Fort Mill, SC - May 2006 to March 2007

• Worked from complicated drawings, sketches, operation sheets and specifications, using standard methods and procedures to perform conventional and CMM inspection

• Followed established procedures to install appropriate probe for work, calibrate probe, check fixture, locate datum(s) or center of parts, check master part against Inspection Method Sheets (IMS) and inspect parts are required by IMS sheets

• Trained on the more complex coordinate measuring machines and assist higher grade CMM Inspectors as required

• Prepared inspection reports of findings, indicating acceptable items, variant parts requiring corrective work, or unacceptable items requiring Quality Review action ASSEMBLER/TEAM LEAD

Cardinal Health - Chester, SC - January 2000 to October 2005

• Was responsible for cross-training in multiple areas of the warehouse including inbound, and outbound

• Received large boxes on warehouse dock, scan product with RF scanner, and inputting product information into computer

• Was responsible for breaking down cases of product and operating heavy equipment to replenish warehouse

• Utilized voice to pick system to pick large case items with material handling equipment or to pick small unit of measure items and place on cart

• Palletized large items to skid and wrap for shipment and driving material handling equipment as required by job duty.

Team Lead

Cardinal Health - Fort Mill, SC - May 1997 to January 2000

• Worked from complicated drawings, sketches, operation sheets and specifications, using standard methods and procedures to perform conventional and CMM inspection

• Followed established procedures to install appropriate probe for work, calibrate probe, check fixture, locate datum(s) or center of parts, check master part against Inspection Method Sheets (IMS) and inspect parts are required by IMS sheets

• Trained on the more complex coordinate measuring machines and assist higher grade CMM Inspectors as required

• Prepared inspection reports of findings, indicating acceptable items, variant parts requiring corrective work, or unacceptable items requiring Quality Review action EDUCATION

Chester High School - Chester, SC

ADDITIONAL INFORMATION

SKILLS SUMMARY

• Expert with Microsoft Office (including Microsoft Word, Outlook, Excel and PowerPoint)

• Competent and reliable professional, committed to top quality work

• Versatile and multi-skilled person

• Dynamic communications skills

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