Customer Service Representative

Kathleen Awai

Richmond Hill, GA /USA 870-***-**** *********@*****.***

SUMMARY*

Inspired Customer Service Representative with 20 plus years of experience. Ability to assist a diverse customer base through the use of excellent communication and sales skills; thorough understanding of computers and basic computer programs such as Microsoft Outlook, Word and Excel. Experience with inventory-related software; ability to work flexible shifts, including nights, weekends, and holidays based on business needs; cashier, team member, and customer service experience in a retail environment as well as possess knowledge of stock keeping units (SKUs).

AREAS OF EXPERTISE: Listen to customers’ concerns, issues and questions; resolve customers’ concerns and answer customers’ questions to the best of my ability; maintain a positive attitude and calmly respond to customers’ complaints; open new customer accounts; attract customers by promoting the product and company positively, answering questions and addressing concerns as they arise; recommend possible products to meet the customers’ needs; refer issues and questions to managers if necessary; and prepare product and customer reports by gathering data collected during customer interactions. PROFESSIONAL EXPERIENCE

Home Depot Jonesboro, AR

Customer Service Representative April 2021 – February 2023

Interacted with customers to address their concerns, answered their questions, and assisted them with their needs. Answered customer phone calls and emails, and responding to customers' questions and concerns to meet their needs.

Cashiered on building products, hardware, outdoor equipment, gardening items, and other products. Received payments on customer Home Depot credit card, online orders, business orders, and resolved issues to satisfy and customers’ requirements.

Actively sought out customers to assess their needs, provided assistance while emphasizing department and product knowledge. Provided information on product features, and provided knowledge to related items to sell an entire project.

Provided effective customer service for all external customers by using excellent, in-depth knowledge of company products, and programs as well as effectively communicating with internal and extended external team members.

Entered and audited all purchase orders include type, amount, total, cost and delivery schedule for the order(s); prepared daily batch sales reports; arranged daily/weekly deliveries to customer stores; worked directly with dispatchers to schedule appointments for timely deliveries and to resolve delivery/schedule issues as they arose in accordance with department policies and procedures.

Recorded and filed copy of orders received according to date entered into lumber track software; reviewed inventory; identified out of stock product by reviewing with internal and external vendors, reports results or needs as directed.

Andy Frain Security Jonesboro, AR

Security Officer April 2022 – June 2022

Provided security detail as outlined in the post orders and establish working relationships with customers, local law enforcement and fire departments

Maintained a professional image and demonstrated excellent customer service at all times.

Controlled all entrances to include movement of pedestrian and vehicle traffic.

Maintained professional image that included greeting customers, visitors and employees in a polite and friendly manner

Patrolled physical property and maintained fixed post position; diligently reported suspicious activity and investigated accidents and criminal acts.

Monitored cameras and equipment in a continuous fashion as outlined in the post orders.

Maintained a working knowledge of all emergency policies, procedures and regulations to be able to respond to alarms, incidents and emergency situations.

Completed Daily Activity Reports, Logged Book entries, Incident Reports and all relevant reports related to job assignment.

Ensured training and compliance guidelines were met as outlined by AFS and other agencies regulating the customer / market.

Communicated on a daily basis with Security Supervisor any new Security Issues or changes that need to be considered or implemented.

Ttech Atlanta, GA

Customer Advisor July 2017 – October 2020

Answered customer enquiries and resolved customer issues in an efficient and timely manner. Provided information about products and services, took orders, processed payments, addressed complaints, and troubleshot technical issues.

Assisted Medicare customers with their prescription drug plan (which plan is best for them depending on the medication); educated the customer on the different levels of a plan and resolved problems, issues and questions they had on their PDP; processed monthly payments and provided remote work from home during COVID19.

Intensively listened to customer concerns and provided them accurate information. Handled difficult situations, explained and clarified complex topics in addition to answering inquiries to meet customers’ needs and requirements; provided feedback to the company about customer satisfaction and was responsible for handling customer complaints and resolving disputes.

American Red Cross Jonesboro, AR

Team Supervisor May 2002 – August 2016

Supervised safe blood mobiles and staff; conducted yearly evaluations; entered payroll and daily schedules; instructed phlebotomy, procedures and policies.

Communicated organizational needs; oversaw employees' performance providing guidance and support; identified development needs, and managed the reciprocal relationship between staff and the organization that set them up for success.

Oversaw operations and work performance within the team and delegated tasks; set the budget and sales target; trained new members of the workforce and ensured all goals were met while maintaining efficiency in all aspects of a program or project.

Planned, monitored, and appraised job results; conducted training; implemented and enforced systems, policies, and procedures; maintained safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations. EDUCATION & OTHER

VOCATIONAL: Diploma in Computer Office Administration, Sawyer College of Ventura 1984 OTHER EDUCATION: Health Care Management, Ultimate Medical Academy 2022 INTERESTS: Motorcycle riding, Taking care of mom, and Spending time with family

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