Customer Service Representatives
Resume:
Creteena (Farmer) Lassiter
Madison NC, 27025
ad5quy@r.postjobfree.com/ad5quy@r.postjobfree.com Education NC State Teaching Child Care Credentials Professional Seasonal Learning Specialist – Ralph Lauren Contact Center- Peak 2019, 2020, & 2021
• Responsible for facilitating the “Customer Service Inspirations” program for new Customer Service Representatives.
• Perform administrative classroom functions, monitor learning performance and progression, and communicate regularly with leadership.
• Utilize excellent verbal and written communication skills to be able to convey clear and concise directions to facilitate how to use complex systems used daily.
• Support the associate with any questions pertaining to customer order concerns, escalations, website and technology issues.
• Assist Team Management with administrative functions and special projects as needed.
• Assisted in the development and transition to a 100% virtual learning environment in addition but not limited to utilizing Microsoft Office Applications and assisted with the onboarding of fellow Seasonal Learning Specialist. Customer Representative III – Ralph Lauren Contact Center- April 2019 – Present
• Assist with the development of Customer Service Representatives through daily in- the-moment coaching and providing positive feedback.
• Promote associate growth through creative coaching upon Supervisor Request.
• Support the associate with any questions pertaining to customer order concerns, escalations, website and technology issues.
• Evaluate customer issues to ensure timely responses in an appropriate manner
• Handle customer escalations and customer email contacts to resolution.
• Process escalated credits, appeasement orders, appeasement gift certificates and price adjustments as needed for my team.
• Communicate clear and concise advanced complicated order issues to Forter, Site Issues, Fulfillment Center, and other important departments for quick resolution.
• Perform needed BackOffice duties such as chargebacks, product verification, and complicated BOSS order issues.
• Assist Team Management with administrative functions and special projects as needed.
Seasonal Team Lead – Ralph Lauren Contact Center- October 2018- April 2019
• Assist with the development of Customer Service Representatives through daily monitoring, coaching, and providing feedback.
• Promote associate growth through creative coaching.
• Support the associate with any questions pertaining to customer order concerns, escalations, website and technology issues.
• Evaluate customer issues to ensure timely responses in an appropriate manner
• Handle customer escalations and customer email contacts to resolution.
• Process escalated credits, appeasement orders, appeasement gift certificates and price adjustments as needed for my team.
Creteena (Farmer) Lassiter
712 Sunset Ave
Madison NC, 27025
ad5quy@r.postjobfree.com/ad5quy@r.postjobfree.com
• Assist Team Management with administrative functions and special projects as needed.
Customer Service Representative for Ralph Lauren- Adecco- October 2017-October 2018
• Provided excellent customer service while responding to inquiries about the current season of merchandise featured on RL Corporation websites.
• Utilize knowledge and tools to appropriately respond to my customer’s needs through chat and phone conversations.
• Confidently navigate through the Ralph Lauren websites, internet, customer support systems, and company supported intranet daily.
• Communicate and manage customer conflict resolution in a professional manner.
• Perform other duties and special projects, as assigned.
• Demonstrate professionalism by creating a positive image for the RL Corporation.
• Consistently prove my desire to learn and grow as a CSR at RL. Soft Skills
• Works well in a team environment
• Excellent communication skills
• Dependable
• Highly Motivated
• Works efficiently and effectively daily to reach goals
• Demonstrates critical thinking
Computer Skills Entry Level Microsoft Office
References References are available upon request
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