Customer Service Representative

PROFILE 1

Enthusiastic about ensuring optimal customer service in the industry. Energetic team player with top-notch organizational skills. Qualified with 7 years in fast-paced customer service and call center environments. Personable and professional under pressure. Superior computer skills and telephone etiquette. Specialist with over Bilingual, award-winning customer service employee with strong written and oral communication skills. Trained and experienced in resolving customer complaints and promoting conflict resolution.

PROFILE 2

Pre and post-sales support specialist. Flexible and hardworking in deadline-driven environments. Driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care. Excellent communicator with 4 years in a demanding call center environment as a Customer Service Representative. Patient and empathetic with extensive background in conflict resolution and customer care.

PROFILE 3

Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities. Expertise in delivering support services and resolving customer complaints. Adept at working in diverse retail and customer service environments. Technically-savvy with outstanding relationship building, training and presentation skills. Dynamic communicator who consistently exceeds goals and company expectations.

PROFILE 4

Client-focused Sales Representative with 3+ years of providing solutions to customers. Solid understanding of the [systems and program areas]. Professional with strong leadership and relationship-building skills. Excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Healthcare, Finance and Legal.

JOB ROLES & RESPONSIBILITIES 1

• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
• Answered an average of 350 calls per day by addressing customer inquiries, solving problems and providing new product information.
• Greeted customers entering the store to ascertain what each customer wanted or needed.
• Described product to customers and accurately explained details and care of merchandise.
• Earned management trust by serving as key holder, responsibly opening and closing store.
• Politely assisted customers in person and via telephone.
• Communicated with vendors regarding back order availability, future inventory and special orders.
• Successfully acquired an average of [Number] new customers per month, generating a [Number] % growth in revenue.
• Implemented marketing strategies which resulted in [Number] % growth of customer base.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Answered product questions with up-to-date knowledge of sales and store promotions.
• Asked open-ended questions to assess customer needs.
• Learned, referenced and applied product knowledge information.
• Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
• Assisted in creating pre-season marketing plans to support department and divisional strategies.
• Replenished supplies, bags and other materials at each cash wrap.
• Folded and arranged garments in attractive displays.
• Communicated all store initiatives and promotions to customers to generate return business.
• Set up and explained new membership contracts.

JOB ROLES & RESPONSIBILITIES 2

• Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
• Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.
• Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
• Contributed to annual store sales of $[amount] million per year.
• Scheduled weekly inventory pickups and deliveries with vendors.
• Restocked inventory ever month and reviewed cash operation data to verify proper replenishment.
• Bagged, boxed or gift-wrapped sold merchandise per customer's request.
• Assisted customers with food selection, inquiries and order customization requests.
• Developed reputation as an efficient service provider with high levels of accuracy.
• Scored in top 10% of employees in successful resolution of issues
• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
• Served as the main liaison between customers, management and sales team.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
• Provided ongoing guest service, including giving fashion advice.
• Executed in-season pricing strategies, including promotions and markdowns to reach financial targets.
• Maintained cleanliness and presentation of stock room and production floor.
• Directed calls to appropriate individuals and departments.
• Built long-term customer relationships and advised customers on purchases and promotions.
• Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
• Helped drive sales goals and achieve monthly quotas.
• Organized store merchandise racks by size, style and color to promote visually appealing environment.
• Routinely answered customer questions regarding merchandise and pricing.
• Operated a POS system to itemize and complete an average of [number] customer purchases.
• Created and maintained an organized database to develop promotional sales.
• Dedicated to continuously improving sales abilities and product knowledge.
• Achieved sales goals and service performance requirements of $[amount] through new customer sales.
• Designed displays to make the store experience interactive, engaging and reassuring.

ACCOMPLISHMENTS

• Increased sales by 12% within a 1 year span through suggestive selling and providing support to the marketing team for visual merchandising projects.
• Singlehandedly catered to over 100 customers within one day in the event of increased rush due to the approaching Christmas holidays.
• Promptly responded to a sticky situation between another customer service representative and a valued client, saving the company from losing its prized clientele.
• Implemented new customer service policies and procedures which provided an umbrella for CSRs in the event of serious complaints.
• Built sustainable relationships with 40 corporate account holders, resulting in increased trust and eventual increased business opportunities.
• Introduced a novel order placing system, reducing order-taking time by a staggering 60%.

ADDITIONAL SKILLS

• Customer Service Management
• Complaint Resolution
• Training Development Aptitude
• Retail Operations Management
• Cash Flow Management
• Customer Satisfaction
• MS Windows Proficient
• Front-End Supervision
• Budgeting and Finance
• Strong Verbal Communication
• Critical Thinking
• Sales & Margin Improvement
• Strategic Sales Knowledge
• Teambuilding & Training
• Shipping and Receiving
• Cost-Reduction Strategies
• Order Fulfilment

CERTIFICATIONS

• Microsoft Certified Application Specialist (MCAS)
• Sales Manager Certificate
• Computer Training Certificate
• Adobe Certified Expert (ACE) - Photoshop
• Sales Essentials Certificate