E-Commerce Customer Service
Resume:
MICHAEL
AYERS
***********@*****.***
Loveland, Ohio 45140
ADDITIONAL SKILLS 10years plus of Custom service and Marketing experience, 8 years plus of Managing and supervision of marketing and sales teams.
PROFESSIONAL SUMMARY
Walmart - E-Commerce Assistant
Mason, OH • 02/2018 - Current
SAM'S CLUB - Strategic Merchandising
Loveland, OH • 08/2014 - 01/2018
WORK HISTORY
Displayed and organized product on inventory shelves in e-commerce storeroom.
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Integrated photographs of merchandise into corporate e-commerce software.
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Focused on continuous quality and customer service improvement in e-commerce operations.
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Implemented and followed proper controls and
guidelines to enable maximum e-commerce volume.
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Corresponded with online customers to address
questions or complaints about products, policies or shipping methods.
•
Responded to customer issues and resolved
complaints by leveraging expert Type knowledge.
•
Compare merchandise invoices to items actually
received to ensure that shipments are correct
•
Design and set up advertising signs and displays of merchandise on shelves, counters, or tables to attract customers and promote sales
•
Requisition merchandise from supplier based on
available space, merchandise on hand, customer
demand, or advertised specials.
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Monitored inventory levels and kept adequate stock in product displays on sales floor.
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• Answered customer questions regarding store
SKILLS
• Social Media Platforms
• Employee Engagement
• Complex Problem-Solving
• Special Projects
• Maintaining Clean Work Areas
• Team Goals
• Economic Trends
• Accounting Records
• Reading Comprehension
• Graphics Creation
• Pricing Structures
• Department Development
• Strategic Vision
• Team Meetings
Customer Relationship
Management
•
• Professional Development
• Motivational Leadership
• Planning Schedules
• Merchandise Promotion
• Operational Standards
• Account Changes
• Goal Attainment
• Professional Relationships
Customer Service and
Assistance
•
Effective Customer
Communication
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• Data Accuracy
• Operational Improvements
• Sales Presentation
• Financial Tracking
Employee Performance
Evaluations
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• Customer Needs Assessments
Confidential Records
Management
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• Profit Margins
• Communications Strategies
• E-Commerce
Great Oaks Career Campuses
Cincinnati, OH • 06/1998
Certificate In AutoCad And
Design: Auto Cad And Design
GPA: 3.8
LOVELAND HIGH SCHOOL
Loveland, OH • 06/1996
High School Diploma: Social
Studies, Math, English, And
Science.
GPA: 3.65
EDUCATION Sam's Club - Member Order Specialist
Loveland, OH • 09/2009 - 08/2014
merchandise, department information and pricing.
Established strong vendor relationships to maintain and support business.
•
Planned and coordinated product availability for
advertising and promotion purposes.
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Worked with managers and advertising directors to
optimize promotions.
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Advanced sales cycle plans by maximizing placement of promotions, point of sale materials and product visibility.
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Conferred with store managers to obtain information about customer needs and preferences.
•
• Obtain merchandise from bins or shelves
• Compute prices of items or groups of items
• Complete order receipts
• Keep records of out-going orders
Grow business by obtaining new leads Introducing new products tailored to fit the customers
needsCommunicating with customers upon order
fulfillment
•
Delivered exceptional customer service to every
customer by leveraging extensive knowledge of
products and services and creating welcoming, positive experiences.
•
Investigated and resolved customer inquiries and
complaints quickly.
•
Recommended products to customers, thoroughly
explaining details.
•
• Responded proactively and positively to rapid change. Exhibited high energy and professionalism when
dealing with clients and staff.
•
• Delivered prompt service to prioritize customer needs. Met customer call guidelines for service levels, handle time and productivity.
•
Educated customers about billing, payment processing and support policies and procedures.
•
Responded to customer requests, offering excellent support and tailored recommendations to address
needs.
•
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving
problems swiftly.
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Sam's Club - Advantage Coordinator
Loveland, OH • 10/2008 - 08/2009
Sam's Club - Assistant Marketing Manager
Loveland, OH • 09/2006 - 10/2008
Maintained up-to-date knowledge of product and
service changes.
•
Trained new personnel regarding company operations, policies and services.
•
Provided excellent customer care by responding to
requests, assisting with product selection and handling ordering functions.
•
Collaborated with staff members to enhance customer service experience and exceed team goals through
effective client satisfaction rates.
•
Managed timely and effective replacement of damaged or missing products.
•
Increased efficiency and team productivity by
promoting operational best practices.
•
Sought ways to improve processes and services
provided.
•
Applied highly effective selling skills while properly engaging and presenting solutions to customers.
•
Promoted available products and services to customers during service, account management and order calls.
•
Reached out to customers after completed sales to
suggest additional service or product purchases and inquire about needs or concerns.
•
Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
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Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
•
Delivered exceptional customer service to every
customer by leveraging extensive knowledge of
products and services and creating welcoming, positive experiences.
•
Investigated and resolved customer inquiries and
complaints quickly.
•
Recommended products to customers, thoroughly
explaining details.
•
• Responded proactively and positively to rapid change. Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
•
Direct and supervise employees engaged in sales,
inventory-taking, reconciling cash receipts, or in performing services for customers
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Monitor sales activities to ensure that customers
receive satisfactory service and quality goods
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Inventory stock and reorder when inventory drops to a specified level
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Instruct staff on how to handle difficult and complicated sales
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Hire, train, and evaluate personnel in sales or
marketing establishments, promoting or firing workers when appropriate
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• Assign employees to specific duties
• Enforce safety, health, and security rules
Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised
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Plan budgets and authorize payments and
merchandise returns
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Plan and prepare work schedules and keep records of employees' work schedules and time cards
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Review inventory and sales records to prepare reports for management and budget departments
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Examine products purchased for resale or received for storage to assess the condition of each product or item
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Confer with company officials to develop methods and procedures to increase sales, expand markets, and
promote business
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Estimate consumer demand and determine the types
and amounts of goods to be sold
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• Keep records of purchases, sales, and requisitions
• Establish credit policies and operating procedures Formulate pricing policies for merchandise, according to profitability requirements
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Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
•
Direct and supervise employees engaged in sales,
inventory-taking, reconciling cash receipts, or in performing services for customers
•
• Keep records of purchases, sales, and requisitions Direct and supervise employees engaged in sales,
inventory-taking, reconciling cash receipts, or in performing services for customers.
•
Planned marketing initiatives and leveraged referral networks to promote business development.
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Sam's Club - Member Order Specialist
Loveland, OH • 03/2004 - 08/2005
Boosted brand awareness and generated leads while
managing internal and external marketing campaigns and programs.
•
Capitalized on industry and marketplace trends to
strategize marketing solutions and enhance business operations.
•
Created company brand messaging, collateral
materials, customer events, promotional strategies and product commercialization.
•
Coordinated innovative strategies to accomplish
marketing objectives and boost long-term profitability.
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Improved and boosted brand image by implementing
focused marketing campaigns and engaging in
professional networking to support outreach.
•
Compiled product, market and customer data to
generate informed sales and profit projections.
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Developed creative presentations, trend reports, kitted assets, and product data sheets.
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Incorporated product changes into marketing
messages to drive customer engagement and
maximize profits.
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Supported marketing teams, creating, deploying and optimizing campaigns for Industry clients.
•
Reduced marketing costs by streamlining marketing
roles, leveraging communications materials, monitoring budgets and developing protocol.
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Improved product marketing objectives by constructing communication initiatives and branding strategies to increase client outreach.
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Built and improved customer engagement plans,
boosting conversion rates Number%.
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Met and exceeded sales and growth goals by
maintaining relationships with both customers and
vendors.
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Grew new business connections by strategically
networking with industry experts.
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Oversaw and adhered to communications department
budget.
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Read orders to ascertain catalog numbers, sizes,
colors, and quantities of merchandise
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• Obtain merchandise from bins or shelves
• Compute prices of items or groups of items
Sam's Club - Cashier
Loveland, OH • 02/2002 - 02/2004
• Complete order receipts
• Keep records of out-going orders
• Obtain merchandise from bins or shelves.
Recommended products to customers, thoroughly
explaining details.
•
Delivered exceptional customer service to every
customer by leveraging extensive knowledge of
products and services and creating welcoming, positive experiences.
•
Investigated and resolved customer inquiries and
complaints quickly.
•
• Responded proactively and positively to rapid change. Exhibited high energy and professionalism when
dealing with clients and staff.
•
Met customer call guidelines for service levels, handle time and productivity.
•
Educated customers about billing, payment processing and support policies and procedures.
•
Responded to customer requests, offering excellent support and tailored recommendations to address
needs.
•
Maintained up-to-date knowledge of product and
service changes.
•
Trained new personnel regarding company operations, policies and services.
•
Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
•
Collaborated with staff members to enhance customer service experience and exceed team goals through
effective client satisfaction rates.
•
Managed timely and effective replacement of damaged or missing products.
•
Sought ways to improve processes and services
provided.
•
Applied highly effective selling skills while properly engaging and presenting solutions to customers.
•
Reached out to customers after completed sales to
suggest additional service or product purchases and inquire about needs or concerns.
•
Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
•
Ethicon Endo-Surgery - Product Designer
Blue Ash, OH • 06/1998 - 01/2002
Receive payment by cash, check, credit cards,
vouchers, or automatic debits
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Issue receipts, refunds, credits, or change due to customers
•
Assist customers by providing information and
resolving their complaints
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• Greet customers entering establishments
Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners
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Answer customers' questions, and provide information on procedures or policies
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• Sell tickets and other items to customers
• Process merchandise returns and exchanges
Maintain clean and orderly checkout areas and
complete other general cleaning duties, such as
mopping floors and emptying trash cans
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Request information or assistance using paging
systems
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Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
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Calculate total payments received during a time period, and reconcile this with total sales
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Monitor checkout stations to ensure that they have adequate cash available and that they are staffed
appropriately
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Assist with duties in other areas of the store, such as monitoring fitting rooms or bagging and carrying out customers' items.
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Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
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Helped customers complete purchases, locate items
and join reward programs.
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Promoted customer loyalty and consistent sales by
delivering friendly service and knowledgeable
assistance.
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Answered questions about store policies and
addressed customer concerns.
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• Collected and authorized payments of guests.
Maintained current knowledge of store promotions and highlighted sales to customers.
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Brainstormed with peers and other members of design team to determine enhancements and product features.
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Suggested enhancements to product design that would improve user experience.
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Converted project specifications into drawings and other materials that would be used to create product.
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Managed multiple projects effectively in demanding environment with tight deadlines.
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• Followed quality control procedures.
• Monitored workspace to keep safe and free of debris. Carried out day-day-day duties accurately and
efficiently.
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Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
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Demonstrated respect, friendliness and willingness to help wherever needed.
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Worked flexible hours; night, weekend, and holiday shifts.
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Performed duties in accordance with applicable
standards, policies and regulatory guidelines to
promote safe working environment.
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Maintained energy and enthusiasm in fast-paced
environment.
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Proved successful working within tight deadlines and fast-paced atmosphere.
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Used critical thinking to break down problems, evaluate solutions and make decisions.
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