DONNA STRICKLAND

570-***-****

ad4cxh@r.postjobfree.com

PROFESSIONAL SUMMARY Dedicated Customer Service professional with eleven years of experience. Solid team player with a positive demeanor and proven skills in establishing rapport with clients. Committed to maintaining professional relationships to increase profitability and drive business results. SKILLS

• Complaint resolution

• Multi-line phone talent

• Technical support

• Communication

• Retention

• Problem-solving

• Sales knowledge

• Salesforce CRM

WORK HISTORY February 2023 to Current Store Sales Associate (White House Black Market)

• Assist customers, process payments, and keep sales floors stocked and organized.

• In charge of the shipment, unboxing deliveries, steaming, and displaying goods on the sales floor.

• In charge of monthly promotions, and call customers for information.

• Answer customer’s questions about merchandise. Assists customers with purchase decisions.

• Retrieves merchandise from sales floor, stock room, or other inventory locations; places special order.

• Collects payment using store point of sale system. Processes returns and exchanges. July 2022 - January 2023 Store Retail Associate (J.Jill)

• Assist customers by helping them select products and merchandise. In charge of sales floor restocking.

• Drives sales through engagement of customers, suggestive selling, and sharing product knowledge.

• Greets and receives customers in a welcoming manner.

• Responds to customers’ questions.

• Directs customers by escorting them to racks and counters. June 2021 - March 2022 Cashier (Christmas Tree Shops)

• Handling cash transactions with customers.

• Scanning goods, collecting payments, issuing receipts, refunds, change or tickets and redeeming stamps and coupons.

October 2018 - January 2020 Sales Associate (Turkey Hill)

• In charge of cooler stocks and inventory, greets and assists customers to determine their needs.

• Answers questions about products and recommends the right solutions.

• On floor sales and maintained organization. Interacts with customers’ needs and demands. In charge of inventory and deliveries including shipment and packaging. September 2010 - April 2014 Senior Analyst (Automatic Data Processing, ADP)

• Acted as a liaison between the employees and their insurance carriers.

• Provided advice and assistance in company policies and procedures regarding their benefits and communicated insurance policy discrepancies to clients.

• Conducted dependent verification audits to ensure dependents enrolled in an employer's benefit plans were substantiated and meeting plan compliance.

• Reissued annual wage/earning income statements that are used for tax filing purposes; and conducting tuition reimbursement audit. Manage and oversee partner operations, ensuring accuracy and timeless of results. Analyze and interpret complex data sets to identify trends and develop solutions for operational efficiency. Create and maintain reports and databases using Excel, Access, and SQL. December 2007 - May 2010 Phone Bank Associate (GE Money Servicing Company) GE Money Servicing Company – Senior Analyst (December 2007 - May 2010)

• Process customer cash deposits and withdrawals, checks, transfers, bills and credit card payments, money orders, certified checks and other related banking transactions.

•Obtain and process information required for the provision of services, such as opening accounts and savings plans and purchasing bonds.

• Provided beneficial services such as overdraft protection fraud services.

• Performed outbound calls for clients who requested a call back. Sell traveler’s checks, foreign currency and money orders. Answer inquiries and resolve problems or discrepancies concerning customers’ accounts. Inform customers of available banking products (product selling) to address their needs.

• Responsible for all other issues regarding the client's personal, credit and debit card accounts. August 2004 - June 2007 Phone Bank Associate - HSBC (Hong Kong and Shanghai Banking Corporation)

• Demonstrated outstanding customer service, resolved customer concerns and helped build customer loyalty. Processed new credit card application for new cardholders, new customers and existing customers who were interested in applying for a new credit card.

•Obtain and process information required for the provision of services, such as opening accounts and savings plans and purchasing bonds. Performed various bank transactions like accepting deposits and loan payments, cash checks and processed withdrawals.

• Performed outbound calls for clients who requested a call back. Sell traveler’s checks, foreign currency and money orders. Answer inquiries and resolve problems or discrepancies concerning customers’ accounts. Inform customers of available banking products (product selling) to address their needs.

• Provide exceptional telephone customer service in a timely manner and be able to adhere and self- serve bank policies and procedures to resolve customer queries.

•Obtain and process information required for the provision of services, such as opening accounts and savings plans and purchasing bonds.

• Offered products such as overdraft protection, loans, auto refinance, home finance/refinance, digital banking, Card Identity Theft Protection, and other services. March 2001 - Nov. 2003 Customer Service Agent (Convergy’s, Philippines)

• Customer retention working with high-risk customers by performing all aspects of customer service, including answering busy phone systems, advising customers of special promotions, and providing detailed information for various products.

• Manage inbound and outbound calls for customers who have technical issues with their phone lines, monthly subscription, family plan, bundle plan, and other related issues with mobile phone plans and purchases.

• Managing customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customers' needs to achieve satisfaction.

• Selling new phones from time to time depending on clients’ needs and demands.

• Reaching out to potential leads through a variety of channels, such as email, phone and text to inform customers of company promotions and new phone services. EDUCATION

Psychology Human Development and Family Studies (HDFS) American Public University, West Virginia

Contact this candidate