Customer Service Representative

***walter St.

Kannapolis, NC

MARY L. WALTHALL

Email: ************@*****.***

Phone: 704-***-****

Objective Obtain a position that will utilize my customer service related skills Summary of

Qualifications

Sound knowledge of cash management principles and/or procedures. Great ability to establish successful working relationships and to work well under pressure. Manage customer inquiries with a diverse customer population. Excellent reputation with customers as competent, knowledgeable and helpful professional, honest, dependable and a team player. Strong leader, problem-solver, and result- oriented professional with a record of providing excellent customer service to employees and clients.

WORK

EXPERIENCE

Securitas Security Services USA, Inc.

2016 – Present

Charlotte, NC

Supervisor National Account Customer Service Representative Manage a team of employees assisting their performance and developing improvement plans streamlined processes to meet deadlines to improve efficiency. Implement new process procedures and policies to enhance productivity. Develop and implement safety policies and procedures to assure the well-being of staff and clients. Develop and maintain professional relationships with clients to ensure satisfaction and identify additional opportunities for business growth. Collaborate with internal teams to develop customized solutions for client needs and employees. Identify and address any potential security risk or vulnerability in our client’s request. Lead cross functional teams in developing and implementing customer service strategies to improve customer satisfaction, lead and mentor a team of customer service representatives providing guidance and support to ensure high level of customer satisfaction develop and drive training programs for new customer service representatives. To reassure they have the necessary skills knowledge to provide exceptional service develop and deliver training programs for customer service representatives to enhance their skills and knowledge in providing excellent customer service. NCC Supervisor Customer Service Representative.

Specific duties vary and are documented and modified according to business necessity. Provide supervision and guidance to CCRs, assign schedules, monitor PoCo, respond to all alerts and distribution tasks. Monitor attendance and quality of CCRs and customer interaction. Ensure departmental standards of quality, productivity, effectiveness, professionalism and efficiency of CCRs are met. Provide regular feedback and coaching sessions and assist with ongoing training and development with the Training Development Administrator. Consistently strive to develop new plans and ideas to improve shift functioning and work with management to identify and implement processes and service improvements. Walmart

2013 – 2016

Concord, NC

Photo Technician/Casher

The technician maintains appropriate records of negatives and prints to ensure customer satisfaction. Technicians will also have to be proficient in dealing with clients or customers and addressing their needs, whether it is in person or online. Technicians are responsible for negative processing, opening and transferring digital files. Photo printing, maintaining the printer and processing equipment, monitoring paper and ink supply levels, taking and organizing orders, answering customer questions and working the photo lab cash register. Ross (Dress for

Less) 2010 – 2013

Concord, NC

Retail Associate/Associate Manager Assistant

Ensuring our customers a positive shopping experience, by creating a client- driven shopping environment. Demonstrate respect, friendliness and professionalism at all times. Understands Customer Service as a number one priority and responds to Customer Service calls immediately. Take accurate markdown counts and inventories as scheduled. Cross-performs in all assigned areas to ensure that merchandise sizing, ticketing and presentation are to company standards. Performs daily recovery to ensure a neat, clean and organized store. Processes register transactions with a sense of urgency. Executes all operational best practices supporting the Ross Focus areas of Great Executes all operational best practices supporting the Ross Focus areas of Great People, Driving Great Contribution, Neat, Clean & Organized, Delivering the Treasure and Fast & Friendly Service.

Education

Skills

References

May 2006, Central Piedmont Community College, Charlotte, NC; Hight School Diploma

Microsoft Word, Excell and Access; PeopleSoft, Interaction desktop (I-3),Okta, Oracle, Service Request ow (SNOW) Various registers, scanners and office machines

Available upon request

Contact this candidate