Customer Service Call Center

Julie Hall

Indianapolis, Indiana ***** 317-***-**** ***********@*****.***

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Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Skills

Call Center Management

Escalation Handling

Sales Promotion

Training and mentoring

Call Monitoring

Complaint resolution

Experience

CUSTOMER SERVICE MANAGER 06/2018 - 12/2018

Walmart - Avon, Indiana

Returned phone messages and emails within 24 hours and responded to complaints before issues escalated Provided outstanding customer service to new and long lasting customers by attending closely to concerns and developing solutions.

Supported in operational improvements and resolution of problems to deliver top-notch customer service Mentored other educators by delivering insight, positive feedback and constructive criticism. Warmly greeted patrons upon entrance to store and offered assistance with finding needed items Scanned and bagged items and operated cash register to check out store patrons Delivered an exceptional level of service to each customer by listening to concerns and answering questions. Created eye-catching merchandise displays to entice customers into store Identified appropriate solutions to minimize issues and quickly solve problems Followed district protocols in handling and resolving disciplinary issues. Processed payments and returned receipts, cash, coin and payment cards to customers Processed customer payments using cash, checks, credit and debit cards and returned proper bills and coin SHIFT MANAGER 05/2017 - 06/2018

Speedway Gas Station - Plainfield, Indiana

Ran daily reports to assess performance and make proactive adjustments Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction

Recruited, hired and trained new employees, including monitoring and review of individual performance Handled over $4,000 in funds each day in fast-paced environment. Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations

Completed thorough opening, closing and shift change functions to maintain operational standards each day Directed schedule of weekly projects and anticipated timelines for milestones and completion dates Managed day-to-day operations, including supervision and assignment delegation for 6-member team RECEPTIONIST 05/2001 - 04/2002

Bestway Construction - Indianapolis, IN

Provided information to callers and drafted office emails. Answered calls to help customers.

Provided administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules

Responded to customer concerns and issues

Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions

Greeted customers, answered general questions and directed to appropriate locations. Compiled and produced documents and reports and filed, copied or faxed required papers to appropriate parties Oversaw office inventory by restocking supplies and submitting purchase orders for new products Greeted visitors, assessed needs and directed to appropriate personnel. Met incoming customers with professional approach and provided friendly, knowledgeable assistance STORE MANAGER 10/2019 - Current

Northern Tool + Equipment - Indianapolis, IN

In charge of twelve employees

Make sure tasks are completed in a timely manner

Counting of safe daily

Calling in change order

Ordering store supplies.

Helping customers with questions and complaints in a calm friendly manner Make schedule for personnel weekly

Approve time sheets

Answering emails and phone calls in a 24 hr period of time Greeted customers

Trained employees on new procedures

Made sure the store opened on time and ready for the day Gave corrective actions when necessary..ie attendance not meeting performance requirements. Emailing and communicating with corporate

Monthly resets

Weekly ADS

Education and Training

Tri Central Jr/Sr High School - Sharpsville, IN High School Diploma 05/1994

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