Phone Representative Customer Service

KIARA WINTERS

Milwaukee, WI *****

*****.********@*****.*** / 414-***-****

EDUCATION

Bachelor of Arts: Business Management 05/2018

Concordia University

Associate of Science: Supervisory Management 01/2015

MATC College

SKILLS

Embraces the challenge of working with a diverse staff

Ability to work independently

Excellent customer service and communication skills

Experience in several multitasking projects with the ability to prioritize

Understands and acknowledges the importance of confidential information

Managing experience 20+ employees

Credit card payment processing

Business development understanding

Call Center Operations

Payment processing

Training and development

EXPERIENCE

Sales Floor Team Member/Operator / Target Corporation - Wauwatosa, Wisconsin 09/2009 - Current

Helped customers find specific products, answered questions and offered product advice.

Trained new team members in cash register operation, stock procedures and customer services.

Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.

Sold various products by explaining unique features and educating customers on proper application or usage.

Built and maintained relationships with peers and upper management to drive team success.

Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.

Risk Management Operations Representative / Kohl's - Menomonee Falls, Wi 05/2019 - 07/2022

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Processed payments over phone and set up recurring drafts.

Received payment and posted to appropriate customer accounts.

Arranged for debt repayment and established repayment schedule based on customer finances.

Negotiated credit extensions to assist customers in paying overdue accounts.

Manager / Discovery Clothing - Wauwatosa, Wi 02/2014 - 08/2017

Trained employees on additional job positions to maintain coverage of roles.

Assigned tasks to associates to fit skill levels and maximize team performance.

Recruited and hired qualified candidates to fill open positions.

Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Exercised good judgment and decision-making in escalating concerns and resolving issues.

Led team meetings and one-on-one coaching sessions to continuously improve performance.

Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.

Manage 20+ Employees

Organized new stock for floor placement.

Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.

Built and maintained strong working relationships with team members.

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