Customer Service Quality Assurance

JORGE HODGE

PROFESSIONAL

SUMMARY

Dynamic leader with a proven track record at Kohls Department Store, enhancing customer satisfaction and team efficiency. Excelled in problem-solving and Microsoft Office, significantly reducing complaints and mentoring staff for peak performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.

SKILLS

WORK HISTORY

• Customer Service

• Microsoft Outlook, Word, and Excel

• Team Building and Leadership

• Training and mentoring

• Excellent time management skills

• Adherence to high customer service standards

• Problem-Solving

• Customer-focused

• Quality Assurance

• Decision-Making

• Cash Handling

• Complaint resolution

CUSTOMER SERVICE MANAGER 04/2022 to 10/2024

Kohls Department Store, Conyers, GA

• Resolved customer complaints while prioritizing customer satisfaction and loyalty

• Managed a team of customer service represertatives, fostering a positive work environment focused on teamwork and collaboration.

• Reduced customer complaints, proactively addressing issues and implementing effective solutions.

• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

FRONT END TEAM LEAD 04/2016 to 03/2022

TJ Max, Conyers, Ga

• Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.

• Monitored cash drawers in 10 checkout stations to verify adequate cash supply.

• Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.

• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.

• Coached Employees/ trained on methods for handling carious aspects of sales, complicated issues and difficult customers.

• Provided exceptional services and pleasant shopping experiences to retail customers.

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