Customer Service Social Media

Deborah Boggs

**** ********** *** ********* ** • 859-***-**** • *******@*****.***

Objective

To obtain and maintain customer service position to develop a long term career

Summary of Qualifications

Experienced Customer Service Professional with proven management and training skills

Data Entry skills

Especially skilled at customer service

Proven strength in problem solving

A talent for defining a customers needs

Expertise in analytical and research skills

Work Experience

Kroger KCC Cincinnati, OH 2016 to Present

Consumer Affairs/ Product/ Social Media Specialist/ Gift Card Fraud Specialist

Take escalated calls when ambassadors are unable to fully assist the customers

Deescalate serious customer situations when necessary

Work with Internal and External partners for research

Provide clear and accurate information for product and ambassador inquiries

Maintain standards of excellence through coaching and training

Train and Mentor new ambassadors to provide excellent customer service

Research and answer product escalation queue

Listen for specific comments about`

Respond to customer inquiries/complaints via social platforms

Research issues with Online ordering/digital accounts/Gift Card Purchases

Provide resolution for customers (refunds)

Communicate via Social Media Platforms doing all of the above tasks

Kroger KCC Cincinnati, OH 2011 to 2016

Consumer Affairs/Product Information/Click List CSR II

Answer customers inquiries for digital account establishment

Provide clear and accurate information for issue resolution

Maintain customer loyalty through standards of excellence

Mentor new ambassadors to provide excellent customer service

Provide assistance and acting as an interim specialist on the resource line and assisted with the product escalation queue

Assisted with maintaining department metrics through first contact resolution

Completed and distributed job aid for the Plus A Little initiative

Subject matter expert for Click List

Participated in SCO special project for data gathering purposes with the KSC

Staffmark /Kroger CSC Cincinnati, OH 2010 to 2011

Consumer Affairs/Product Information

Answer customer inquiries as to product information

Provide store customer loyalty support according to company policies

Maintain customer loyalty through standards of excellence

Assist new ambassadors with problem resolution

Hancock Fabrics Newport, KY 2008 to 2009

Assistant Manager

Taught new associates store policies and procedures

Supervised associate performance and cleanliness

Maintained staff levels and assigned tasks

Achieved an average sale of $19.00-$21.00 per transaction

PC-In-Touch Cincinnati, OH 2004 to 2008

Call Center Representative/ Lead

Sold and supported company software

Provided tier 1 program support of CMTS software

Sold company products per customer needs

Obtained excellent evaluations and customer comments

5/3 Bank Cincinnati, OH 2001 to 2001

Call center Representative

Responded to bank client inquiries

Achieved high call volume with customer satisfaction

Maintained bank security and privacy policies

Drawbridge Estate Ft. Mitchell, KY 1996 to 2001

Food Service

Served food and beverages to hotel and local customers

Assisted manager whenever needed (room service, customers)

Assisted guests with needs not covered by hotel (dietary, religious)

Frisch’s Restaurant Newport, KY 1994 to 1996

Food Service/ Service Trainer

Served guests food and drinks with a friendly attitude

Trained newly hired servers to meet company standards

Maintained food safety and cleanliness standards

Assisted cashier and hostess as necessary

Education

Westover Job Corps Center Chicopee, MA. September 1988

Graduate Category 1/ Business Clerical-Data Entry

Obtained GED June 1987

Languages

Conversational Spanish

Intermediate reading and writing

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