Customer Service Representative
Resume:
PROFESSIONAL
SUMMARY
SKILLS
WORK HISTORY
MARY DARRELL
■ Raleigh, NC 24614 ■ 919-***-**** ■ *.********@******.** ■ Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
• Store Layout
• Coaching and Mentoring
• Administration and Operations
• Performance Evaluations
• Team Coaching
CUSTOMER SERVICE REPRESENTATIVE 10/2022 to Current SUBURBAN PROPANE LP, Rolesville, NC
• Resolved escalated customer service inquiries and complaints to maintain satisfaction. Coached and mentored service representatives to deliver polite, professional customer interactions.
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• Built positive rapport and relationships for high levels of customer satisfaction.
• Implemented company policies and procedures for professional, cohesive customer care.
• Answered constant flow of customer calls with minimal wait times
• Answered customer telephone calls promptly to avoid on-hold wait times Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
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Handled customer inquiries and suggestions courteously and professionally managing more than 5075 calls daily.
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PHARMACY TECHNICIAN II 03/2021 to 05/2023
Harris Teeter Grocery, Wake Forest, NC
Answered incoming phone calls and addressed questions from customers and healthcare providers.
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Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
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Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
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• Stocked, labeled, and inventoried medication to keep accurate records.
• Counted and labeled prescriptions with correct item and quantity. Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
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Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
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Coordinated verification and filling of more than [150] daily prescriptions in high-volume pharmacy environment.
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CUSTOMER SERVICE CLERK 01/2020 to 05/2022
Harris Teeter Grocery Store, Raleigh, NC
• Maintained clean and organized work environment to maintain customer safety. Built strong relationships with customers and colleagues by providing friendly and personable service.
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Responded to customer calls and emails to answer questions about products and services.
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• Collaborated with other departments to guarantee customer satisfaction.
• Utilized problem-solving skills to address customer queries and complaints.
• Answered customer questions about product availability and shipment times.
• Refunded money and adjusted bills to resolve customer service or billing complaints. Managed [50] + incoming calls each day with utmost professionalism and knowledgeable service.
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• Described products to customers and how best to care for merchandise. STORE MANAGER 02/2009 to 01/2020
Cato Fashions, Knightdale, NC
• Managed inventory control, cash control, and store opening and closing procedures. Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
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• Completed point of sale opening and closing procedures.
• Rotated merchandise and displays to feature new products and promotions. Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
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• Assisted with hiring, training and mentoring new staff members. Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
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• Optimized store displays and appearance via strategic merchandising. Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
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• Completed routine store inventories.
• Managed store organization, maintenance, and purchasing functions. Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
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Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
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• Trained team members in successful strategies to meet operational and sales targets. Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
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Maintained customer satisfaction with quick and professional handling of product returns.
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Mentored team members to enhance professional development and accountability in workplace.
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Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
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• Created employee schedules to align coverage with forecasted demands. Established and optimized schedules to keep coverage and service in line with forecasted demands.
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Established objectives to offer team members clear roadmap to help company achieve overall goals.
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Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
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Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
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• Supervised guests at front counter, answering questions regarding products. Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
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• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Approved regular payroll submissions for employees.
• Developed and implemented successful staff incentive programs to motivate employees. Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
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Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
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ASSISTANT RETAIL STORE MANAGER/STORE MANAGER 04/2003 to 08/2008 Dress Barn, Lansdale, PA
• Assisted store manager in meeting standards for customer service and quality.
• Completed routine store inventories.
Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
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Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
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• Trained and managed associates in customer service and sales techniques.
• Answered questions about store policies and addressed customer concerns.
• Optimized store displays and appearance via strategic merchandising.
• Assisted Manager in interview process of prospective employees and provided feedback.
• Managed scheduling for store shifts to accomplish proper staffing. Developed innovative and creative merchandise displays to drive point-of-sale purchases.
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• Investigated market to identify seasonal trends and forecast consumer needs.
• Tracked daily cash handling, reconciled sales and prepared bank deposits.
• Engaged directly with customers to offer assistance and resolve complaints. Recruited, hired and trained new employees, aimed at building high-functioning team focused on stock management, visual merchandising and general store operations.
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• Implemented theft prevention policies to minimize potential stock loss.
• Managed workload and task demand between corporate guidelines and staff abilities. Communicated issues and challenges to corporate leadership, providing possible solutions.
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Developed company initiatives for ongoing store maintenance and increasing efficiency in operations procedures.
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Walked through store areas to identify and proactively resolve issues negatively impacting operations.
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Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
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Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
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Analyzed customer feedback and implemented strategies to improve customer experience.
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• Rotated merchandise and displays to feature new products and promotions. Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
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Maintained positive customer relationships by responding quickly to customer service inquiries.
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• Created and maintained safe and secure work environments for employees. Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
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OWNER/OPERATOR 02/1999 to 08/2008
Darrell Creations, Perkiomenville, PA
EDUCATION
• Managed day-to-day business operations.
• Consulted with customers to assess needs and propose optimal solutions.
• Trained and motivated employees to perform daily business functions. Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
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• Established foundational processes for business operations. Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
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Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
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• Evaluated suppliers to maintain cost controls and improve operations. Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
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Conducted target market research to discover customer needs and analyze competitor trends.
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Established, optimized and enforced business policies to maintain consistency across industry operations.
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• Generated revenues yearly and effectively capitalized on industry growth. Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
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No Degree : Business Administration, 1992
Motlow State Community College - Tullahoma, TN
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