Customer Service Experience
Resume:
Shandra Anders
Florence, SC *****
*************@**********.***
Work Experience
Cashier/Customer Service
Buc-ee's-Florence, SC
February 2024 to Present
• Resolved complex customer inquiries and complaints in a timely and efficient manner, ensuring high levels of customer retention
• Provided exceptional customer service to a diverse client base, consistently exceeding customer satisfaction goals
• Managed a high volume of incoming calls and emails, maintaining an average response time of XX minutes
• Developed extensive product knowledge to effectively address customer questions and provide accurate information
• Collaborated with cross-functional teams to resolve escalated issues, ensuring prompt resolution and minimizing customer dissatisfaction
• Implemented new strategies for improving the overall customer experience, resulting in a XX% increase in positive feedback ratings
• Utilized CRM software to track and document all interactions with customers, ensuring accurate record- keeping and streamlined communication across departments
• Identified opportunities for upselling and cross-selling products or services based on individual customer needs, contributing to an increase in sales revenue by XX%
• Assisted customers with troubleshooting technical issues over the phone or via remote support tools, achieving a XX% first-call resolution rate
• Participated in regular training sessions to stay updated on product features, industry trends, and best practices for delivering exceptional service
• Maintained composure during challenging situations or difficult customers, utilizing effective de- escalation techniques to achieve satisfactory resolutions
• Collaborated with team members to develop standardized responses for frequently asked questions
(FAQs), reducing response time by XX%
• Recognized as top performer within the department for consistently meeting or exceeding key performance indicators (KPIs)
• Contributed ideas for process improvements that resulted in increased efficiency within the Customer Service department
• Assisted in training new hires on company policies/procedures as well as providing ongoing coaching/ mentoring support
• Acted as a liaison between customers and internal departments such as Sales or Technical Support
• Proactively followed up with customers after issue resolution to ensure satisfaction and prevent further problems
• Maintained a high level of professionalism and empathy when dealing with upset or dissatisfied customers
• Collaborated with the Quality Assurance team to review recorded calls for coaching and training purposes
• Assisted in the development of customer service scripts and templates to ensure consistent messaging across the team
• Managed customer accounts, including updating contact information, processing payments, and resolving billing inquiries
• Served as a subject matter expert on company products/services, providing guidance to both customers and colleagues
• Implemented a new feedback system that allowed customers to rate their experience after each interaction, resulting in valuable insights for process improvement
• Demonstrated strong problem-solving skills by effectively identifying root causes of customer issues and implementing appropriate solutions
• Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions
Cashier/Sales Associate
Walmart 2703-Florence, SC
January 2019 to January 2024
Education
12th in General Studies
St. Johns High School - Darlington, SC
August 1981 to June 1985
Skills
• Upselling
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