Customer Service Representative

Charlay Moore-Grant

*** ********* **. *******, ** 48202 313-***-**** **********@*****.***

Summary

Results-driven individual with the capability to tackle challenges head on. Dedicated team player showcasing quality care for overall customer satisfaction. Proven ability to handle complex customer inquiries and provide exceptional support. A dependable achiever adept at resolving issues and maintaining excellent communication and relationships with clients while showcasing outstanding active listening skills and multitasking abilities.

Education

DIPLOMA 2003 DETROIT COMMUNITY HIGH SCHOOL

Experience

CUSTOMER SERVICE ASSOCIATE BLOBOHO FEBRUARY 2022- PRESENT

• Keeps record of all customer interactions and transactions.

• Greets customers in a friendly and helpful manner.

• Handles sales transactions and returns in a timely manner.

• Assists customers with online orders and in-store sales.

• Maintains high-level product knowledge and manages inventory.

• Responds to customer inquiries via phone, email, or chat to ensure prompt and satisfactory resolution.

• Built customer loyalty through fostering stronger relationships.

• Handles the store’s email responses and marketing via store’s social media and website.

• Provides high quality customer service to customers.

• Aims to keep customers returning to our store.

• Answers all questions regarding products and promotions.

• Manages a team of Salesclerks providing training, coaching and performance feedback. CUSTOMER CONTACT CENTER REPRESENTATIVE VOYA NOVEMBER 2022-SEPTEMBER 2023

• Handled large volume of calls and built relationships with customers.

• Educated customers on products and services to ensure resolution.

• Maintained accurate records of customer transactions and interactions using CRM software.

• Maintained up to date knowledge of products and services.

• Communicated effectively and confidently with all clients to establish financial well-being.

• Assisted customers with plan design inquiries, balance transfers, overall account information, loan requests and loan payments.

• Worked to address and understand customer’s needs in a timely and effective manner.

• Perform multiple tasks/ navigate multiple systems simultaneously to service customer’s accounts or troubleshoot their questions and issues.

• Engaged with customers to build rapport, share, inform and handle objections as they come up.

Page 2

• Handled customer complaints and concerns effectively, achieving resolution rate of over 90%.

• Collaborated with cross-functional teams to improve processes and enhance customer experience.

CUSTOMER SERVICE REPRESENTATIVE MOTOR CITY CASINO HOTEL MARCH 2011 – FEBRUARY 2020

• Greeted customers with enthusiasm and a delightful and helpful attitude.

• Provided guests and potential guests with information about hotel and promotional offerings.

• Prioritized workload and assigned duties to meet deadlines.

• Conducted quality checks to ensure tasks are executed correctly by new hires.

• Supervised new hires by inspecting cleaned rooms, running safety meetings, and training employees.

• Improved team working skills by collaborating with fellow team members.

• Created reports for management and maintained work log.

• Frequently recognized by management for superior performance and quality assurance.

• Responded to guest complaints in a professional and effective way.

• Informed staff of room status and availability.

• Effectively sold rooms to walk-in customers.

ASSISTANT MANAGER RITE AID SEPTEMBER 2008 – FEBRUARY 2011

• Performed daily accounting activities.

• Supported team in complex transactions such as returns, alcohol sales, and damaged items.

• Identified and resolved customer service issues, including customer complaints.

• Trained new associates and current associates who demonstrated the need for additional help.

• Showcased leadership by upholding the integrity of the company, setting an example to direct reports and other associates in the store.

• Encouraged brand loyalty by educating customers on sales, promotions ads, and more.

• Built relationships with vendors and customers and other workgroups to establish strong relationships within the business and the community.

• Responded to customer and employee inquiries via phone calls, emails mail correspondence.

• Executed day to day sales transactions, including returns, exchanges, and overrides.

• Resolved escalated issues promptly.

• Conducted regular quality assurance assessments to adhere to company’s policy. SKILLS

Active Listening Problem Solving Effective Communication Open Minded Attention to Detail Adaptability Leadership Collaboration Conflict Resolution Critical Thinking Decision-Making Empathetic Active Listening Time Management Patience Microsoft Expertise Online Communications Tech Savvy Management Interactions Account Management Retail Sales Customer Service Writing Skills Creativity

Contact this candidate