Customer Service Support

SUMMARY

SKILLS

EXPERIENCE

JEROME PENN

*** ******* ***** **** ***, Bolingbrook, IL 60440 H: 630-***-**** C: 630-***-**** **********@*****.*** Talented customer service professional bringing more than 10 years of experience helping] customers with account and service issues. Able to understand and resolve issues, promote products and maintain strong loyalty. Driven to exceed expectations and contribute expertise to team success. High-energy attitude

Adaptive team player

Inbound and outbound calling

Active listening

Proficient in MS Office

Excellent multi-tasker

Resolution-oriented

Courteous demeanor

Strong communication skills

Detail-oriented

06/2016 to Current Assistant Grocery Manager

Food Lion Norfolk, VA

Provided expert customer service to every Customer Trained new employees in procedures and policies in order to maximize team performance

Resolved customer issues using strong interpersonal skills and conflict resolution techniques

Communicated with supervisors on frequent basis to escalate customer concerns, store issues and inventory requirements

Contributed to team success by filling in on cashier duties, providing product assistance, merchandising shelves and cleaning customer areas Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning

Managed quality communication, customer support and product representation for each client

Cross-trained to provide skilled back-up for customer-facing teams 08/2012 to 06/2016 Merchandising Supervisor

Wal Mart Aurora, IL

Maintained friendly and professional customer interactions Recommended merchandise to customers based on needs and preferences

Placed special merchandise orders for customers

Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience Delegated work to employees based on shift requirements, individual strengths and unique training

Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments Educated customers on product and service offerings Completed floor replenishment to guarantee size availability and promote EDUCATION AND TRAINING

customer satisfaction

08/2009 to 07/2012 Back of House Specialist/Supervisor Toys R Us/Babies R Us Naperville, IL

Recruited, hired, developed and retained retail talent for the company. Demonstrated principle of customers coming first by handling needs with sense of urgency

Worked as a team member to provide the highest level of service to customers

Built customer confidence by actively listening to concerns and giving appropriate feedback

Built and maintained effective relationships with peers and upper management

Answered customers' questions and addressed problems and complaints in person and via phone

Processed shipments and maintained organized stock shelves. Unloaded trucks, stocked shelves and carried merchandise out on the floor for customers

Tidewater Community College Norfolk, VA

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