Customer Service Front Desk
Resume:
Vanessa Reevers
Montclair, CA *****
*******.*******@*****.***
Highly skilled and detail-oriented Customer Service professional, with 20 years of experience in face-to-face, email, and call center- based client contact in banking, personal finance, and service industries. Well-versed in Microsoft Office, Excel, and Word, as well as procedures and policies of Senior-level account maintenance and Management-level issue escalation. Willing to relocate: Anywhere
Work Experience
Administrative Assistant/Front Desk
Tofasco of America - La Verne, CA
July 2021 to August 2023
• Greet and direct in-person clients and office guests, including service workers and job applicants. Maintain office security by following safety protocols and controlling access via the reception desk by monitoring logbook and issuing visitor badges.
Direct incoming calls to appropriate persons or take detailed messages.
• Accept all letters and packages, and distribute them to their appropriate departments. Draft paper and electronic correspondence and prepare outgoing mail and packages for executives.
• Track stock of office equipment and supplies, keeping front desk presentable with materials (pens, forms, paper etc.) as well as request office supply restocking and fixture repair when necessary. Support senior staff and executives with clerical tasks, while ensuring office is kept clean and organized at all times.
Lead Customer Care Representative
Nordstrom Rack/Hautelook - Los Angeles, CA
November 2016 to February 2020
• Provided agent support for order issues encountered during member contact, such as policy and procedure updates, order and return status, payment system transaction verification, merchandise inventory levels, and late cancellation requests.
Provided coaching for agents on where to find more detailed information so as to reduce the number of recurring issue contacts.
• Took escalated calls from agents from inbound calls, emails, and social media. Sought resolution of the customer's issue with assistance from appropriate departments and followed the issue through completion, updating the customer as needed.
• Reviewed inbound issue tickets from first level agents, checked them for validity and completion against established guidelines, and triaged them to appropriate departments within the company. Followed up with customers after issues had been resolved.
Member Care Representative
Nordstrom Rack/Hautelook - Los Angeles, CA
April 2015 to November 2016
• Provided first level Customer Service assistance via phone, web chat, and email for a large online retailer customer base.
Reviewed order status, processed cancellations, address updates, subtotal refunds and other financial adjustments.
Researched product details such as sizing conversions, materials, and colors, as well as availability through competing retailers for the purposes of price matching. Initiated investigations on lost in transit or stolen merchandise and provided updates to customers on status and recovery.
• Responsible for entering detailed notes on any issues or inquiries presented during the course of an order from initial order through delivery and beyond, as well as follow up to update customers on status of issue resolution if help from other departments was required. Adept at multitasking as a necessary condition of assisting with these issues in real time, while simultaneously submitting necessary information to the appropriate departments for assistance and logging details of customer contact. Education
Some College
Pasadena City College - Pasadena, CA
September 1998 to November 1998
High school diploma in General Studies
Pasadena High School - Pasadena, CA
September 1995 to June 1998
Skills
• Live Chat
• Order Entry
• Troubleshooting Support
• Customer Service
• Proofreading
• Creative Writing
• Cooking
• Adult Special-Needs
Service Coordination
• Clerical Experience
• Technical Support
• Account Management
Contact this candidate