Call Center Customer Service
Resume:
NANCY
OUANGRAW
A
**********@*****.***
Waldorf, MD 20603
Bold Profile
Dynamic leader with a proven track record at JKF Beauty, excelling in team leadership, customer service, and complex problem-solving. Spearheaded a call center overhaul, enhancing client satisfaction and reducing issue resolution time by 30%. Renowned for building strong relationships and fostering a collaborative team
environment. Expert in leveraging technology to drive efficiency and achieve results. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
PROFESSIONAL SUMMARY
Jkf Beauty - Relation Manager
Waldorf, MD • 04/2022 - Current
Promoted to General Manager Assistant
Recognized for High-Standing Excellence in Management WORK HISTORY
Excellence in Management: Demonstrated outstanding management capabilities, leading to recognition and advancement in a short period, reflecting exceptional performance and leadership skills.
•
Call Center Expertise: Managed call center operations, ensuring efficient handling of customer inquiries and issues.
•
Social Media Implementation: Implemented and managed social media presence, enhancing brand visibility and client engagement.
•
Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service deliver
•
Managed customer relationship management (CRM)
systems to track interactions and improve service
delivery.
•
• Resolved client issues promptly and effectively, SKILLS
• Team Leadership
• Time Management
Verbal and written
communication
•
• Scheduling Management
• Complex Problem-Solving
Staff Training and
Development
•
Cross-Functional Team
collaboration and Strategic
Planning
•
Customer Service and
Customer Relations
•
• Performance Management
Team Collaboration and
Analytical Skills and
Problem Solving
•
Business Analysis and
Reporting
•
Call Center Customer
Service
•
Howard Community College
Columbia, MD • Expected in
12/2024
Associate of Applied
Science: Criminal Justice
Quince Orchard High School
Gaithersburg, MD • 06/2021
High School Diploma
EDUCATION
Professional development
in Communication and
Psychology
•
• Harvard Certification cs50
Continuing education in
Criminal Justice
•
Continuing education in
Cyber Security
•
Awarded Maryland Seal of
Biliteracy in French
•
Awarded certificate of
Achievement in
Advancement Placement
Course
•
• awarded Honor roll
Completed College Level
Courses in Literature and
World History
•
Relevant coursework:
Criminal Law and Mandarin
Chinese
•
Professional Development:
Child Development
•
Elected Captain of Affrica
United two years in a row.
•
Completed 2 college level
courses in English and
History
•
• Elected member of Law
enhancing overall client experience.
Conducted client education sessions on products,
services, and special offers.
•
Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
•
Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
•
Built high-performing teams through effective
recruitment, onboarding, and talent development
initiatives.
•
Oversaw inventory management, optimizing stock levels, and reducing waste.
•
Client Relationship Building: Developed and maintained strong client relationships to ensure customer
satisfaction and loyalty.
•
Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
•
Filing Systems Management: Created and maintained
filing systems, both electronic and physical.
•
Account Management and Bookkeeping: Managed
accounts and performed minor bookkeeping tasks.
•
POS System Management: Utilized POS systems to
process transactions, manage sales data, and ensure accurate financial reporting.
•
Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
•
Escalation Management: Created an efficient escalation process that reduced the average resolution time for complex issues by 30%.
•
Feedback Utilization: Established a feedback loop with customers to identify recurring issues and implemented solutions, decreasing repeat complaints by 20%.
•
Account Management and Bookkeeping: Managed
accounts and performed minor bookkeeping tasks.
•
POS System Management: Utilized POS systems to
process transactions, manage sales data, and ensure accurate financial reporting.
•
Appointment Scheduling: Coordinated and managed
appointments, ensuring efficient time management and client satisfaction.
•
Program Cross-trained existing employees to maximize team agility and performance.
•
Developed and maintained relationships with customers and suppliers through account development.
•
Developed a strong company culture focused on
employee engagement, collaboration, and continuous learning opportunities.
•
Accomplished multiple tasks within established
timeframes.
•
Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
•
Managed senior-level personnel working in marketing and sales capacities.
•
Leveraged data and analytics to make informed decisions and drive business improvements.
•
Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
•
Cross-trained existing employees to maximize team
agility and performance
•
Developed and maintained relationships with customers and suppliers through account development
•
Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth
•
Reduced operational costs through comprehensive
process improvement initiatives and resource
management
•
Oversaw inventory management, optimizing stock levels, and reducing waste
•
Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions
•
Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction
•
Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security
•
Boosted employee morale and reduced turnover through development and implementation of comprehensive
rewards and recognition program
•
• Improved customer satisfaction scores by overhauling Plamondon - Customer Service
Germantown,MD • 06/2020 - 01/2023
customer service protocols and training staff in customer engagement techniques
Recognized for Speed and Efficiency: Nominated for excellence in customer service operations,
demonstrating exceptional speed and efficiency.
•
Leadership & Impact: Consistently exceeded 80%
performance targets, contributing to team success and operational improvements.
•
Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
•
Described product and service details to customers, highlighting benefits and advantages.
•
Explained online self-help options to customers,
promoting additional and after-hours support choices.
•
Enhanced customer satisfaction by providing timely and accurate information on products and services.
•
Streamlined call handling processes for improved
efficiency, reducing wait times to 10%.
•
Collaborated with team members to achieve monthly
sales targets through upselling strategies.
•
Resolved customer complaints with empathy and
professionalism, ensuring repeat business.
•
Conducted thorough research to resolve complex client issues, exceeding expectations for problem-solving capabilities.
•
Provided support during peak periods, effectively
managing workload to avoid dropped calls or missed opportunities.
•
Increased customer loyalty through personalized
interactions, building rapport with clients.
•
Implemented process improvements based on
performance metrics analysis, leading to increased productivity within the department.
•
Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback when appropriate.
•
Developed expert product knowledge by attending
training sessions and staying up to date with company policies and procedures.
•
Assisted in training new hires, sharing best practices for exceptional customer service delivery.
•
Handled escalated customer concerns with diplomacy and tact, finding agreeable solutions that satisfied both parties.
•
Proactively identified potential challenges and offered innovative solution.
•
Offered additional resources or referrals to customers as needed, demonstrating commitment to their satisfaction beyond the initial interaction.
•
Supported colleagues during periods of high demand or staff shortages, displaying a strong teamwork mentality.
•
Participated in ongoing professional development
opportunities aimed at enhancing skills pertinent to the role of Customer Services Officer.
•
Managed high call volumes while maintaining a calm demeanor and professional attitude under pressure.
•
Balanced competing priorities effectively while
consistently meeting deadlines in a fast-paced work environment.
•
Investigated and resolved customer inquiries and
complaints quickly.
•
Delivered exceptional customer service by leveraging extensive knowledge of products and services and
creating welcoming, positive experiences.
•
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
•
• Delivered prompt service to prioritize customer needs. Exhibited high energy and professionalism when dealing with clients and staff.
•
Met customer call guidelines for service levels, handle time, and productivity.
•
Followed up with customers about resolved issues to maintain high standards of customer service.
•
Maintained up-to-date knowledge of product and service changes.
•
Educated customers about billing, payment processing, and support policies and procedures.
•
Provided excellent customer care by responding to
requests, assisting with product selection, and handling ordering functions.
•
• Responded proactively and positively to rapid change.
• Promoted a superior experience by addressing customer concerns, demonstrating empathy, and resolving
problems swiftly.
Promptly responded to inquiries and requests from
prospective customers.
Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
•
Created and maintained a detailed database to develop promotional sales.
•
Resolved associate, tool, and service delivery issues revealed by statistical reports.
•
Managed approximately 30 incoming calls, emails, and faxes per day from customers.
•
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
•
Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests.
•
Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
•
Described product and service details to customers, providing information on benefits and advantages.
•
Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
•
English
Full Professional
French
Native or Bilingual
Chinese (Mandarin)
Limited Working
LANGUAGES
Contact this candidate