Customer Service Representative
Resume:
S Sandra Hays
276-***-**** ************@*****.*** Cedar Bluff, Va. 24637
SKILLS
• Customer Service
Customer Account
Management
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• Stockroom Procedures
Multi-Line Telephone
Operation
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• Microsoft Word
• Managing Multiple Tasks
Calm and Professional
Under Pressure
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• Documentation
• Brand Representation
POS Systems and
Ordering Platforms
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• Active Listening
PROFESSIONAL SUMMARY
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. WORK HISTORY
February 2023 - Current
Customer Service Representative, Alorica, Remote
March 2017 - Current
Caterer, Kathy's Custom Catering, Pounding Mill, VA September 2015 - February 2020
Retail Merchandiser, Hallmark Inc, Pounding Mill, VA
• Handled customer inquiries and suggestions courteously and professionally. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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• Answered constant flow of customer calls with minimal wait times. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
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Participated in team meetings and training sessions to stay informed about product updates and changes.
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• Met customer call guidelines for service levels, handle time and productivity. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
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• Provided friendly, courteous service to create memorable moments for guests. Served catering guests by fulfilling orders, communicating requests to kitchen staff and routinely inquiring about customer satisfaction.
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Set up and disassembled food service stations, equipment and furniture per contract specifications.
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• Delivered catered food and supplies to facility for on-time set-up. Communicated with event coordinators and facility management to obtain appropriate catering accommodations.
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Conducted walk-throughs of event areas to perform final inspections with customers and verify satisfaction of arrangements and provisions.
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• Maintained flexible work schedule to meet event needs.
• Arranged furniture and added decorations to assist in setting up for catering events. Supervised and trained junior catering staff to carry out correct tasks and apply best practices.
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May 2006 - September 2009
Customer Service Cashier, Southern Pottery, Pounding Mill, VA January 2005 - April 2006
Customer Service Cashier, 67 Grocery, Richlands, VA Organized store merchandise racks and displays to promote and maintain visually appealing environments.
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• Organized and maintained displays to achieve clean and appealing product layouts.
• Stocked merchandise, clearly labeling items, and arranging according to size or color. Managed inventory levels and product rotation to maximize sales and minimize out-of- stock items.
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Arranged consistent shelves, bins, and racks at 10 locations by following established planograms.
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Developed relationships with key store personnel to support proper product placement and visibility.
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Answered customer questions regarding store merchandise, department information, and pricing.
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• Stocked designated items on shelves, end caps and displays. Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
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Disposed of damaged or defective items or coordinated returns to vendors for covered items.
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• Greeted customers and directed to requested products. Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
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• Recorded daily activities for inventory control. Reported and analyzed inventory data to help management strategically improve pricing and marketing strategies.
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Executed regular inventory counts and supply audits to monitor shrinkage and generate insights into purchasing decisions.
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• Resolved customer complaints and maintained clean and tidy checkout area. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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• Met customer service goals and exceeded customer expectations. Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
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• Processed customer orders and accurately handled payment transactions.
• Developed and managed relationships with customers to increase customer loyalty.
• Answered product questions using knowledge of sales and store promotions. Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
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• Maintained awareness of surroundings and secured cash to minimize loss potential.
• Operated cash register to record transactions accurately and efficiently.
• Processed refunds and exchanges in accordance with company policy. Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
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• Resolved customer complaints and maintained clean and tidy checkout area. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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• Met customer service goals and exceeded customer expectations. Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
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• Processed customer orders and accurately handled payment transactions.
• Performed cash, card and check transactions to complete customer purchases.
• Responded promptly to requests for assistance, spills and customer inquiries. Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
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June 2004 - October 2005
Customer Service Agent, Cingular Wireless, Lebanon, VA Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
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• Responded to customer calls and emails to answer questions about products and services. Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
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Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
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Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
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Educated clients on account services and resolved client inquiries regarding statement information and account balances.
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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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Participated in team meetings and training sessions to stay informed about product updates and changes.
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EDUCATION
Diploma, General Studies
Richlands High School, Richlands, VA
Substance Abuse Counselor
Southwest Virginia Community College, Richlands, VA
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