Customer Care Service

Lisa Coakley

*** ****** ******

Jersey City, NJ *7305

201-***-**** Home

551-***-**** Cell

adi3pj@r.postjobfree.com

Education 1990-1996 St. Peter’s University, Jersey City, NJ

Major: Psychology

Experience April 2002-December 2020 --IKEA Elizabeth LLC.

Assistant Manager/Customer Service Leader - Customer Convenience/After Sales

●Co-Managed, developed and led IKEA Elizabeth's Customer Service team:

-Return/Exchange area-Worked one on one with customers and coworkers in the Returns/Exchanges area to maintain balance between customer satisfaction and business goals.

-Customer Resolution (Phone contact)-Exhibited superior communication and problem resolution skills. Worked one-on-one with the Customer Resolution team assigning SAMS(Service Action Management System) cases. Calling and resolving escalated complaints. Worked with CR team and fellow leaders to implement measures to reduce response time for our customers.

-Furniture Pickup/Click&Collect/Home Delivery-ensured customer order accuracy for both in-store and delivery customers.

-Smaland (Children's Play area -supervised by IKEA Staff)

-Carts Collection/Vehicle Loading Zone Area-provided friendly, safe, and efficient car loading and unloading services.

●Demonstrated excellent math skills when performing Daily Sales Reconciliation, including Cash and Credit Card Reconciliation, Bank Deposits, and Cashier Balancing.

●Resolved and trained others in resolution of kitchen cabinetry purchase/warranty issues. Replaced defective doors and drawer fronts due to quality issues and warranty. Reconfigured kitchen designs when needed, based on supply shortages. Worked with outside contractors to resolve some kitchen issues when needed and minimize cost to IKEA.

●Used KRONOS to manage hours, ensuring that coworkers are paid correctly for scheduled shifts and lunches are taken to comply with legal requirements and IKEA policy.

●Provided weekly schedules for both the Smaland and Customer Resolution areas.

●Provided Daily Assignment schedule for all areas of Customer Service as part of daily opening routine.

●Ordered supplies for Customer Service areas utilizing IKEA 's I-Shop system (including Staples and Grainger webshops) while considering budget and quality.

●Responded to and resolved any other customer issues and concerns independently to meet their unique needs and expectations with the sense of urgency needed.

●Balanced the needs of the customer with store operational procedures and financial goals. Built loyalty by ensuring customers have a positive final touchpoint during the IKEA shopping experience

●Provided an efficient and accurate checkout experience in various areas of the store

●Empowered co-workers through knowledge, confidence, trust, authority and motivation so they are always ready to support customers in the best possible way.

●Assumed responsibility for other tasks and projects as they occur, including, but not limited to ringing on register or pushing carts back in the building, as a good leader leads by example, not only through direction.

October1998-March 2002 --IKEA Elizabeth LLC.

Custom Sofa Specialist

January 1997-October 1998 --IKEA Elizabeth LLC.

Customer Resolution(Phones) Co-worker

August 1996-January 1997 --IKEA Elizabeth LLC.

Returns/Exchanges Co-worker

Contact this candidate