Service Representative Customer

RJ Rosie Jackson

Ridgeland, MS ***** 601-***-****

***************@*****.***

PROFESSIONAL

SUMMARY

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Talented Support Technician bringing 1 years of experience in cellphone equipment. Knowledgeable about operations and repairs. Enthusiastic about helping operations run smoothly by providing top-notch support. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. SKILLS Improvement Plans

Stock Control

Customer Inquiries

Diagnosis Resolution

Employee Performance

Evaluations

Phone Etiquette

Accounts Payable and Accounts

Receivable

Online Class Teaching

POS Inventory System Operation

Learning Techniques

Training Program Effectiveness

Team Goals

WORK HISTORY CSR, TRAINER, TECH SUPPORT 11/2018 to CURRENT Continuum Global Solutions MS

Updated documentation and produced reports.

Responded to telephone, email and in-person inquiries regarding cellphone operation, use and repair.

Completed inventory counts and organized supplies. Trained users on how to operate ACSS, Verint, Workhub, Jabber, Kronos. Recognized and tapped talented staff to fill key positions and maximize productivity.

Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.

Tracked attendance and progress against goals for each participant. Offered advice and assistance to customers, paying attention to special needs or wants.

Scheduled and taught in class and online courses to increase learning opportunities.

Answered customer telephone calls promptly to avoid on-hold wait times. Provided information regarding charge accounts and loyalty programs. Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Mentored new hires, resulting in stronger staff development and increased productivity.

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Evaluated account and service histories to identify trends, using data to mitigate future issues.

STORE MANAGER 05/2016 to 11/2018

City Thrift MS

Managed inventory control, cash control and store opening and closing procedures.

Managed over 150 store employees successfully in fast-paced environment through proactive communication and positive feedback. Completed point of sale opening and closing procedures. Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.

Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings. Approved regular payroll submissions for employees. Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements. Protected store from loss or theft by setting and enforcing clear security policies.

Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.

Reconciled daily sales transactions to balance and log day-to-day revenue.

Completed point of sale opening and closing procedures Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation Managed inventory control, cash control, and store opening and closing procedures

Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices

STORE MANAGER 02/2012 to 05/2016

Spencer's Gifts Louisiana

Managed inventory control, cash control and store opening and closing procedures.

Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.

Completed point of sale opening and closing procedures. Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.

Supervised guests at front counter, answering questions regarding products.

Rotated merchandise and displays to feature new products and promotions.

Approved regular payroll submissions for employees. Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.

Reconciled daily sales transactions to balance and log day-to-day revenue.

Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.

Rotated stock to achieve optimum appeal and minimize shrinkage. Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.

Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.

Minimized on-site cash with frequent deposits and high accuracy in predicting operations.

Completed point of sale opening and closing procedures Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings Managed inventory control, cash control, and store opening and closing procedures

Managed store employees successfully in fast-paced environment through proactive communication and positive feedback

Approved regular payroll submissions for employees Developed and implemented successful staff incentive programs to motivate employees

Supervised guests at front counter, answering questions regarding products

Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices

Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements EDUCATION High School Diploma 05/1993

Canton High, Canton, MS, MS

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