Aléshä Taylor

Coral Springs, FL ***** adjkz1@r.postjobfree.com

Customer Service

Summary

Proven capacity to resolve issues and conflict quickly. Maintaining a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty daily tasks

Transferable Skills

Travel/Meeting arrangements

Confidentiality

Coaching/Mentorship

Proofreading Documents

Customer Service

Meeting Matrix

Determination and Persistence

Problem-Solving Skills

Communication Skills

Opening/closing procedures

Seasoned in conflict resolution

Large cash/check deposits

Sharp problem solver

Adaptive team player

Active listening skills

Energetic work attitude

Strong organisational skills

Software

Microsoft Office Suites: [Excel, PowerPoint, Access, SharePoint (student), Outlook]

Microsoft Office 2007, 2010, 2013, 2016

Office 365/OneDrive (working knowledge)

WPS Office

PeopleSoft (some)

ADP Payroll

iHire

Personality

Dependable

Flexible

Friendly

Upbeat

Loyalty

People person

Problem solving

Adaptability

Dependability

Eager

Self-motivation

Work Experience

Mar 2016 – Mar 2017

Retention Customer Service & Specialist, Alorica

Accountable for supporting the core values of new by providing comprehensive customer service through troubleshooting customers’ programming or equipment issues, answering customer questions, resolving issues regarding claims, warranties and servicing products, accurately determining entitlement and setting up service options. Demonstrates world class customer relations and achieves a high level of quality results in a timely and efficient manner

Assist with billing inquiries

Provide accurate product information for the customer, accurately representing the client and NEW

Met/exceed all monthly key performance standards, deliver exception reliability and adherence to schedule

Balance the needs of every customer both internal business and external business

Fulfilling requirements for productivity and performance

Jul 2015 – Mar 2016

Sales, IQOR [Interactive Response Technology]

Be a hero for customers by saving the day, use advanced technical knowledge to solve technical support for programming & equipment issues. Answer a wide array of questions and provide education on complex issues, self-resolutions & offer value-added services. Ability to be self-disciplined and be able to operate independently and listening skills allowing him/her to understand the issue and troubleshoot resolutions

Established relationships through building trust with customer

Worked towards solutions for as many issues customer’s encountered

Explained products and services offered within T-Mobile

Up-sell when appropriate

Quickly navigates multiple programs

Oct 2015 - Dec 2015, Oct 2016 - Dec 2016

Seasonal Support Associate, Macy’s

Responsible for the Merchandising, Fulfillment and BOPS process as well as achieving sales plan by ensuring proper product placement and flow of new receipts. They create an enhanced shopping experience and support the selling process by leveraging relationship throughout the store in order to attend to the customer. Other operational duties include floor moves, replenishment, inventory; shortage control, stockroom organization and merchandising

Engaging with customers and assisting them in fulfilling their shopping needs

Showed flexibility between tasks as directed by a Supervisor

Completing transactions using our point of sale registers

Maintaining sales floor and fitting room recovery standards

May 2013 - May 2014

Cash Wrap Assistant, Juicy Couture

Contributed to meetings and exceeded store sales and profit targets by passionately inspiring consumer loyalty to the brand, diligently executing store operations, with a special focus on selected functional areas and providing support and feedback to Retail Professionals and store management. Encouraged staff with improved sales tactics, presenting brand with value,employees and management using an enthusiastic and supportive attitude. Inventory expert with a record of successfully contributing to team goals, inventory management and merchandising experience

Performed store closing duties which included but not limited to draw closeouts, balancing verification, equipment shutdown, verifying checks to receipts

Trained 3 to 6 new hires monthly

Complied weekly monetary reports and records for store managers, supervisory staff and staff

Provided daily support to ensure staff had necessary tools to perform task effectively and efficiently

Mar. 2012 - May 2013

Stock Supervisor, Juicy Couture

Responsible for assisting the store manager in overseeing the overall successful operation of two nearby stores and meeting weekly/monthly/yearly financial targets. The management team is responsible for the following areas: merchandise, staff and store

Directed staffing training and performance evaluations to develop and control sales

Performed administrative duties, such as prepared productivity reports, transferring merchandise and keeping all update records

Preparation and process of shipments three per week, providing for guidelines refilling sales floor and verified all merchandising security tagging guidelines are followed

RFID program knowledge

Aug. 2011 – Mar. 2012

Merchandise and Floor Support Associate, Juicy Couture

Responsible for selling products to customers and providing those customers with any assistance as needed during the sales process. Additionally, they help develop and maintain positive customer relationships to ensure repeat customers

Demonstrate customers come first by serving them with a sense of urgency

Maintain friendly and professional customer interactions

Help minimize theft through keeping fitting rooms clean and enforcing company fitting room intake policy

Assisted in assembling and placing the marketing displays for the sales floor

Jan. 2012 – Nov. 2013

Sales Associate, Forever 21

Responsible for assisting customers with product location, selection, availability, pricing, returns and sales items. The Associate will also assist in setting up displays, stocking shelves, cashiering and opening/closing store

First line of reporting suspicious activities of stock losses to senior management

Assist in daily store recovery, before, during or after store opening hours

Maintain store selling floor, visual displays, presentation and conditions

Assists Managers with transfers, markdowns, and consolidations and works to insure their accuracy

Aug. 2014 - Dec. 2014

Franchisee - Car Rental Agent, Thrifty Car Rental

Managed business as my own during and whenever owners were not present. Trained on how to create rental reservations as walk-ins, via telephone calls and from emails. Swapped out vehicles for customers based on stock availability, offered upgrades, Thrifty 24/7 roadside assistance and rental insurance to uninsured. Transferred reservations when necessary and worked alongside local authorities on open case involving location

Maintained and updated rental agreement files and completed, review and submit various reports to supervisor

Receive telephone calls daily inquiring about rates, lost items and other customer-related issues, while utilizing effective sales techniques to encourage customers to utilize service options

Jan 2014 - April 2014

Reservation Specialist, Kerzner International

Sales of hotel rooms at Atlantis Paradise Islands in the Bahamas and other locations. Handled high volume inbound sales calls, up-selling room categories, adding flights to client's reservation or booking new reservations to include flights, travel insurance and meal plans, onsite excursions. Maintaining monthly sales quotas and providing the highest level of customer service

Received approximately 600 incoming resort reservations

Responded to a variety of feedback owner provided upon travel completed

Worked alongside various departments to help improve overall experiences going forward

November 2010 - May. 2011

Tier Two Tech Support, Teleperformance

Provide Tier One resolution, monitoring, troubleshooting, backup, and control of a multi-platform operating environment. Ability to diagnose issues, creating solutions, service customers, and maintain computers simultaneously

Provided account assistance, performed account research, maintain sales goals, accessed multiple computer systems, and answered questions regarding technical and billing aspects

Diagnosed determining factors for customer issues and implemented fixes in the system for the technical issues customers encountered

Nov 2007 - Nov 2008

Vacation Planning Counselor, Wyndham Vacation Ownership

Receive approximately 1000 inbound calls per week, processing all reservation requests, changes, and cancellations received by phone or other contact method. Identify owner reservation needs, check availability of owner occupy reservations, and find alternative dates or accommodations if needed. Verifying all reservation information with callers to ensure accuracy and explain guarantee and cancellation policies. Provided owners with information about surrounding areas of resort including amenities, children activities and about local offsite attractions and historical adventures. Resolve owner service recovery issues (e.g., complaints, reservation errors). Input and access data in computerized systems by entering correct information into proper fields

Resolved customer complaints and answered questions and assisted with billing inquiries

Took supervisor calls when required and established ongoing working relationships with each member, established ongoing working relationships with each member and resolve escalated issues daily

Jan 2003 – Apr 2003

Ramp Agent, US Airways

As a ramp agent I loaded/unloaded passengers luggage, communicated with ground operations of any and all flight changes which included but were not limited to aircraft tail swaps, U/A ground attachment upon landing, helps prepare aircraft cabin for departure, assists with ramp service duties including waste disposal and re-servicing of aircraft. Also assist customers when needed and complies with any ad-hoc requests as needed. Individuals must be comfortable serving customers and proficient in using computers. Crew members must be prepared to work outdoors under various weather related conditions

Team player while offloading over 150 bags per inbound flight daily

Obeyed airport safety policies and procedures

Education

Broward College, May. 2015

Supervision & Management, B. A. S

Broward Community College, Dec. 2007

Nursing, Associates of Arts

adjkz1@r.postjobfree.com

Aléshä Taylor

adjkz1@r.postjobfree.com

Aléshä Taylor

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