Service Representative Customer

KL

KIARA LEE

********@*****.*** 804-***-**** Petersburg, VA 23803

Customer-focused Retail Associate with solid understanding of retail dynamics and customer service standards. Experienced providing quality product recommendations and solutions to meet customer needs and exceed expectations. Committed to executing sales, service and customer experience initiatives driving strong sales. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Product Recommendations

Upselling Techniques

Problem-Solving

Policy and Procedure Adherence

Verbal and Written Communication

Customer Service

Display Setup

Order Processing

Cash Handling

[Type] Brand Promotions

Sales Goals Attainment

Inventory Control Procedures

Time Management

OSL Retail Services Chester, VA

Sales Associate

09/2022 - Current

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.

Engaged customers in friendly, professional dialogue to determine needs. Developed trusting relationships with customers by making personal connections.

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

Assisted teammates with sales-processing tasks to meet daily sales goals. Completed daily recovery tasks to keep areas clean and neat for maximum productivity.

Worked with fellow sales team members to achieve group targets. Trained new team members in cash register operation, stock procedures and customer services.

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

Maximus Chester, VA

Customer Service Associate

02/2021 - 09/2022

Followed policies and procedures to meet or exceed established performance requirements.

Educated customers on special pricing opportunities and company offerings.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Processed documentation and troubleshot discrepancies to build client Summary

Skills

Experience

rapport.

Reviewed account and service histories to identify trends and resolve issues.

Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.

Documented customer correspondence in CRM to track requests, problems and solutions.

Trained new hires on products and services, best practices and protocols to reduce process gaps.

Consulted with customers regarding needs and addressed concerns. Maintained customer privacy and protected company operations by keeping information private and confidential.

Addressed inquiries, resolved customer issues and managed customer relations.

Improved customer service wait times to mitigate complaints. Explained benefits, features and recommendations to maximize client retention.

Rose International Staffing Chester, VA

Customer Service Associate

02/2020 - 02/2021

Improved customer service wait times to mitigate complaints. Explained benefits, features and recommendations to maximize client retention.

Upheld quality control policies and procedures to increase customer satisfaction.

Met and exceeded productivity targets by handling every interaction with top-notch customer service.

Followed policies and procedures to meet or exceed established performance requirements.

Educated customers on special pricing opportunities and company offerings.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Processed documentation and troubleshot discrepancies to build client rapport.

Colonial Downs Richmond, VA

Cage Teller

05/2019 - 02/2020

Balanced daily cash deposits and vault inventory with zero error rate. Cross-sold bank products by answering inquiries, informing customers of new services and promotions.

Directed specific questions to appropriate branch personnel. Delivered exceptional service to customers in person or over telephone. Entered customer transactions into computers to record transactions and issue computer-generated receipts.

Built and maintained client relationships through quality, personalized interactions.

Resolved problems or discrepancies concerning customers' accounts. Counted drawers and reconciled remaining cash to accost for deposits and dispersals.

Maintained confidentiality of bank records and client information. Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.

Identified and reported suspicious behavior to security personnel as appropriate.

Transmitted orders to supply cash to meet daily needs. Adhered to financial services security and audit procedures. Performed transactional, operational and customer support tasks through knowledge of bank procedures and products.

General Dynamics Chester, VA

Customer Service Representative

07/2017 - 05/2019

Improved customer service wait times to mitigate complaints. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions. Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Answered inbound calls, chats and emails to facilitate customer service. Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Vangent Hcm Chester, VA

Customer Service Representative

10/2015 - 10/2017

Asked probing questions to determine service needs and accurately input information into electronic systems.

Set up and activated customer accounts.

Consulted with customers to resolve service and billing issues. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Used proven techniques to de-escalate angry customers during telephone interactions.

Demonstrated excellent communication skills in resolving product and consumer complaints.

Petersburg High School Petersburg, VA

High School Diploma

06/2007

Education and Training

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