Customer Service Representative

Ealona Mitchell

United States 845-***-**** ******.********@*****.***

PROFESSIONAL SUMMARY

Customer service representative with 3 years of experience in virtual support, and customer resolutions. Excited to bring my proven skills and customer enthusiasm to Engineering Comfort Solution’s customer support team.

KNOWLEDGE AND SKILLS AREA

Internal Support/ Trend Analysis/ Data Entry/ Microsoft Office/ Customer Experience/ Escalations

PROFESSIONAL EXPERIENCE

Cashier Customer Service, Shoprite 09/17 – 12/18

●Perform daily transactions of $15,000+ to meet daily revenue targets and increase average order value (AOV).

●Carried out product orders on Point-Of-Sale (POS) and other workforce management systems.

●Build a rapport with regular customers and maintain effective, professional relationships with store employees and vendors.

●Consult with leadership for assigned stations and daily duties.

Guaranteed compliance with company policies and procedures by holding hourly associates accountable, maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies.

●Provide a safe working environment in accordance with OSHA standards and maintain a clean and organized accident-free work area.

Cashier Customer Service, Lowe’s 01/19 – 02/20

Greet incoming customers entering store and thank exiting customers for shopping with the company.

Calmly manage and resolve customer situations during shopping and checkout, including disorderly customers, and medical emergencies.

Audit customer receipts and items in cart to mitigate theft and unauthorized removal of store products that have not been scanned.

Ensure cleanliness of store's interior, exterior, restrooms, all common areas that customers occupy, and access to entrances for personnel.

Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate responses.

Customer Assistant, Byte for Byte Computers 02/20 - Present

Triage 30-40 inquiries across online portals for expired and outstanding account holders to verify details, answer questions, and close balances.

Perform daily transactions of $6,000+ while upselling to meet daily revenue targets and increase average order values (AOV).

Build a rapport with regular customers and maintain effective, professional relationships with store employees and vendors.

Serve as point of contact and provide knowledge base articles on simple technical account errors, appointment status, and claim statuses related to specific purchases.

Maintained an average of 92% CSAT (customer satisfaction) goal each month for the office and maintained a 92% online customer satisfaction survey rating.

Lead project opportunities in collaboration with business owners regarding unpaid investigations, tracking technology orders, and synchronizing financial transactions through different web applications using Point-Of-Sale (POS)systems, QuickBooks and PayPal.

Identify trends/recurring issues and present to management for further investigation and resolution.

Assist in educating onboarded teammates on new rules, and HIPAA guidelines for current year.

Ealona Mitchell

United States 845-***-**** ******.********@*****.***

EDUCATION

Georgia State University, Police Science 09.01.20 – Present

ADDITIONAL

Georgia State University High honors Spring 2023 Dean’s list GPA 3.5

Contact this candidate