Customer Service & Retail Sales Specialist

**/**** ** *******

**/**** ** **/****

CHARLAY MOORE-GRANT

Summary

Accomplished customer service and retail sales professional with 15 years in telecommunications, financial services, and retail. Expertise in consultative sales, customer relationship management, and problem-solving. Demonstrates success in exceeding sales goals, enhancing customer satisfaction, and building lasting client relationships while ensuring compliance. Experienced with CRM and POS systems and excels in fast-paced environments.

Skills

Experience

Retail Sales Associate/Solution Specialist

Verizon Wireless

Customer Contact Center Representative

Voya

Detroit, MI 48202 313-***-**** **********@*****.***

• Payment processing

• Queue management

• Customer focus

• Attention to detail

• Reliability and flexibility

• Skilled multitasker

• Problem solving

• Effective communication

• Active listening

• Online communication

• Customer Retention

• Conflict Resolution

• CRM Software

• Active Listening

• Problem Solving

• Billing Support

• Account Management

• Multitasking

• De-escalation Techniques

• Data Entry

• Customer Satisfaction

• Phone Support

• Microsoft Office expertise

Consistently exceeded monthly sales goals through consultative selling, product demonstrations and cross selling of devices and accessories.

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Delivered personalized mobile and technology solutions by assessing customer needs and recommending tailored products, plans, and services.

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Provided exceptional customer service while ensuring positive in-store experience and building long- term customer relationships.

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Educated customers on device features, troubleshooting steps, account changes and service benefits to improve customer satisfaction and retention.

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• Processed transactions, activations, upgrades, and account modifications with accuracy and efficiency. Maintained up-to-date knowledge of products, services, sales techniques, and network features to support customer inquiries.

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• Utilized CRM, POS, and OMNI systems daily.

Built relationships through inbound calls, educating customers on retirement plans and addressing inquiries regarding retirement products.

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• Strived for one call resolution while meeting customer's needs and resolving their issues. Assisted customers with plan design inquiries, balance transfers, account information, loan requests and loan payments.

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• Aimed for one call resolution by understanding customer needs and effectively resolving issues.

• Communicated effectively with all clients to establish financial wellness.

• Managed multiple systems simultaneously to enhance workflow efficiency. 02/2022 to 05/2023

03/2011 to 02/2020

Detroit, MI

Customer Service Associate

Bloboho

Room Attendant

Motor City Casino Hotel

Education

HIGH SCHOOL Diploma

DETROIT COMMUNITY HIGH SCHOOL

• Engaged customers to establish rapport, provide information, and address objections as they arose. Showcased strong learning agility, flexibility, and adaptability to learn new things and apply them successfully.

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• Assisted customers with processing orders in-store and online.

• Used expert level communication skills to zero in on customer's true needs.

• Communicated with customers via inbound and outbound calls and email.

• Built customer loyalty through fostering stronger relationships.

• Received positive feedback from customers in post-sales surveys.

• Utilized strong communication skills to identify and address customer needs.

• Fulfilled all retail clerk duties in boutique in-store and online.

• Cultivated customer loyalty by developing meaningful relationships.

• Coordinated email communications and marketing efforts across the store's social media and website.

• Achieved positive customer feedback in post-sales surveys, reflecting satisfaction with service. Executed thorough cleaning of hotel rooms and common areas, ensuring adherence to hotel standards.

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• Responded to guest requests for service and supply replenishment.

• Collected lost and found and logged them into inventory.

• Assisted with laundry and disposed of waste and recyclables.

• Greeted guests and offered navigation support.

• Prioritized workload and assigned duties to meet deadlines.

• Conducts quality checks to ensure tasks are completed correctly by new hires.

• Improved team working skills by working with fellow employees to complete tasks. Compiled reports for management and managed housekeeping budget to support operational efficiency.

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