Customer Service Quality Assurance

Charlene Cosim

Davis, CA ***** 831-***-**** *************@*****.***

PROFESSIONAL

SUMMARY

By obtaining the responsibilities of an SSE and supervisor I have gained experience with customer engagement and sales strategies, ensuring positive interactions and repeat business. I learned to utilize effective communication and problem-solving skills to address customer needs. And earned a track record of fostering team collaboration and adapting to dynamic work environments. SKILLS • Process Optimization • Project Execution Skills

• Customer service • Collaborative Decision-Making

• Thorough Quality Assurance • Training and mentoring

• Financial transactions • CRM software

• Contact follow-up • Time management

WORK HISTORY CUSTOMER SALES AND SERVICE EXPERT 03/2025 to CURRENT 24 Hour Fitness Elk Grove, CA

Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.

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• Handled calls promptly and with courteous professionalism. Maintained high levels of customer retention through exceptional service and follow-up communication.

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• Completed call documentation while speaking with customers. Provided comprehensive after-sales support, ensuring a positive experience that led to referrals and new client acquisitions.

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SUPERVISOR 08/2023 to 08/2024

Jd Sports Salinas, CA

Trained new employees on company policies, job duties, and performance expectations.

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Created plans to propose solutions to problems related to efficiency, costs or profits.

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Created new strategies for improving customer service standards within the organization.

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Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.

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Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

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SALES ASSOCIATE 06/2021 to 06/2023

Champs Sporting Goods Salinas, CA

• Greeted customers and provided exceptional customer service.

• Engaged customers in friendly, professional dialogue to determine needs. Answered store and merchandise questions and led customers to wanted items.

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• Built relationships with customers to encourage repeat business.

• Managed returns, exchanges and refunds in accordance with store policy. Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.

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Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.

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SALES ASSOCIATE 03/2020 to 06/2021

Kids Footlocker Salinas, CA

• Greeted customers and provided exceptional customer service.

• Engaged customers in friendly, professional dialogue to determine needs. Answered store and merchandise questions and led customers to wanted items.

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• Built relationships with customers to encourage repeat business.

• Managed returns, exchanges and refunds in accordance with store policy. Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.

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Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.

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EDUCATION High School Diploma 05/2021

Alisal Highschool, Salinas, CA

ACCOMPLISHMENTS • Co-founder of Salinas Valley Tutoring LANGUAGES English

Professional

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