Customer Service Call Center

LAUREN UPTON

Soddy Daisy, Tennessee *****

423-***-**** - ***************@*****.***

PROFESSIONAL SUMMARY

Goal-oriented Customer Service Manager with 2 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.

SKILLS

Workflow Management

Western Union Call Center Operation

Leading Team Meetings

Job Assignments

Retail Knowledge

Special Assignments

Clerical Support

Employee Scheduling

Cash Register Operations

Collection Calls

Financial Transactions

Employee Performance Reviews

Monthly Inventory

WORK HISTORY

04/2020 to 04/2022 Customer Service Manager

Kroger – Madison, Tennessee

Resolved customer complaints while prioritizing customer satisfaction and loyalty. Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags. Followed through with customers to resolve problems. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Completed special projects by using effective decision making, critical thinking and time management skills.

Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.

Managed department call volume of 100+ calls per day and coordinated department schedules to maximize coverage during peak Performed cash, card and check transactions to complete customer purchases. Operated cash register to record transactions accurately and efficiently. Maintained current knowledge of store promotions and highlighted sales to customers.

Used POS system to enter orders, process payments and issue receipts. Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.

Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Maintained energy and enthusiasm in fast-paced environment. Worked flexible hours; night, weekend, and holiday shifts. EDUCATION

08/2006 None: General Studies

Tennessee Technological University - Cookeville, TN 04/2006 Diploma: General Studies

Soddy Daisy High School - Soddy Daisy, TN

Received Softball Scholarship to Tennessee Technology University

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