Rhonda Locke

Tulsa, OK *****

ads42k@r.postjobfree.com

+1-918-***-****

PROFESSIONAL Customer Service Representative bringing top-notch skills in oral and written SUMMARY communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Work Experience

Work History Senior CSR /special Accounts Manager

Axel Royal LLC - Tulsa, OK

February 2008 to February 2022

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants. Responded to customer requests for products, services and company information. Provided primary customer support to internal and external customers. Recommended products to customers, thoroughly explaining details. Assisted customers with setting appointments, special order requests, and arranging merchandise pick- up.

Collected customer feedback and made process changes to exceed customer satisfaction goals. Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

Cultivated customer loyalty, promoted repeat business and improved sales. Developed community reputation through commitment to customer satisfaction and strong client relationships.

Provided information regarding charge accounts and loyalty programs. Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Consulted with outside parties to resolve discrepancies and create expert solutions. Communicated with vendors regarding backorder availability, future inventory and special orders. Evaluated account and service histories to identify trends, using data to mitigate future issues. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Investigated and resolved customer inquiries and complaints quickly. Responded proactively and positively to rapid change. Exhibited high energy and professionalism when dealing with clients and staff. Delivered prompt service to prioritize customer needs. Met customer call guidelines for service levels, handle time and productivity. Educated customers about billing, payment processing and support policies and procedures. Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Maintained up-to-date knowledge of product and service changes. Trained new personnel regarding company operations, policies and services. Answered average of 200-300 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.200-300 Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Communicated professionally with colleagues, freelancers and clients. Promptly responded to inquiries and requests from prospective customers. Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 99%.

Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Managed timely and effective replacement of damaged or missing products. Trained staff on operating procedures and company services. Cross-trained and provided back up for customer service managers. Effective liaison between customers and internal departments. Sought ways to improve processes and services provided. Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Promoted available products and services to customers during service, account management and order calls.

Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.

Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.

Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating. Investigated and resolved accounting, service and delivery concerns. Facilitated inter-departmental communication to effectively provide customer support. Enhanced productivity levels by anticipating needs and delivering outstanding support. Calculated correct order totals, updated accounts and maintained detailed records for inventory management.

Entered orders into Deacom computer database system. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.

Recommended, selected and helped locate and obtain out-of-stock product based on customer requests. Contacted clients to verify account information and maintain accuracy, resulting in 100% increase in client satisfaction.

Processed all invoices each day and mailed documentation to clients. Improved overall efficiency 75% by anticipating needs and providing outstanding support. Education

High School Diploma

East Central High School - Tulsa, OK

May 1985

Skills

• SKILLS POS Inventory System Operation Productivity Standards Office Supplies and Inventory Special Assignments

Administration and Reporting Problem Resolution

Inventory Accuracy Employee Relationships

Staff Training Confidentiality Requirements

Scheduling and Coordinating Special Requests

Customer Loyalty Staff Support

Office Management Performance Feedback

Clerical Support Inventory Audits

Loyalty Programs Quality Control Standards

Call Control Goal Attainment

Customer Service and Assistance Inventory Control Processes Maintaining Clean Work Areas Professional Phone Etiquette Information Updates Hygiene Standards

Managing Operations and Employee Paperwork

Efficiency Operational Efficiency

Trucking Dispatching

Inquiry Requests

• Account Management

• Order Entry

• Accounts Receivable

• Accounts Payable

• Research

• Sales

• Purchasing

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