Sabbatical for family matters
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About
Highly experienced Customer Support Professional with over two decades of success across diverse industries, specializing in multi-channel communication, technical troubleshooting, and problem resolution. Proven ability to elevate customer satisfaction and optimize operational efficiencies by leveraging in-depth product knowledge and strategic process improvements. Adept at building rapport and driving positive interactions to enhance brand loyalty and achieve key performance metrics.
Work
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Summary
Delivered exceptional multi-channel customer service for Estee Lauder's beauty and skincare products, resolving inquiries and ensuring high customer satisfaction.
Highlights
Delivered exceptional multi-channel customer service for Estee Lauder, resolving 95%+ of inquiries via phone and email while maintaining high customer satisfaction scores.
Managed an average of 80+ daily customer interactions across calls and emails, consistently exceeding key performance indicators (KPIs) for response time and first-contact resolution by 15%.
Leveraged in-depth product knowledge of skincare and beauty lines to provide accurate recommendations, resulting in a 20% reduction in product-related escalations.
Investigated and resolved complex customer complaints, identifying root causes and implementing tailored solutions that improved customer retention by 10%.
Guided customers through website navigation and online order placement, troubleshooting technical issues to ensure a seamless purchasing experience and reduce cart abandonment by 5%.
Circle K
|Customer Service Representative
Brandon, Florida
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Full Time
Summary
Experienced retail professional with comprehensive expertise in customer service, cash handling, and store operations. Demonstrated ability to manage multiple responsibilities including transaction processing, inventory management, food service, and store maintenance while ensuring compliance with safety standards. Proven track record of delivering exceptional customer experiences through friendly service, product knowledge, and effective problem resolution. Skilled in operating various systems and equipment including POS systems, fuel consoles, lottery machines, and food service equipment. Strong attention to detail in maintaining store appearance, managing inventory levels, and following operational procedures to support business objectives.
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Summary
Assisted customers with a professional attitude, resolved inquiries, and managed interactions effectively during high-demand periods.
Highlights
Provided professional customer support, maintaining a 90%+ positive feedback rating and fostering strong client relationships.
Resolved an average of 50+ daily inquiries concerning orders and deliveries, reducing resolution time by 15% through efficient problem-solving.
Managed customer interactions calmly and courteously, particularly during peak demand periods, successfully handling 25% increased call volumes while upholding service quality.
Provided accurate information and supported customers placing orders, contributing to an efficient service process that boosted order completion rates by 10%.
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Summary
Communicated with customers through multiple channels, improved job processes, and resolved issues by collaborating with remote teams.
Highlights
Managed multi-channel customer communications (phone, chat, email), ensuring consistent support and a 95% response rate within service level agreements.
Identified and implemented process improvements that streamlined customer support workflows, increasing team efficiency by 10%.
Applied specialized knowledge of global currency operations to resolve complex financial inquiries, reducing customer dispute rates by 5%.
Partnered with remote engineering and product teams to troubleshoot and resolve critical customer and product issues, reducing ticket escalation by 20%.
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Summary
Coordinated annual regional conferences, problem-solved logistics, managed communications, and supported sales/contract departments.
Highlights
Coordinated 13+ annual regional conferences, managing logistics for 200+ artists and 5,000+ attendees, ensuring seamless event execution and high participant satisfaction.
Resolved complex logistical challenges and negotiated favorable terms with artists and presenters, resulting in 100% successful event deliveries.
Managed all communications between 200+ artists, their agencies, and event presenters, ensuring clear expectations and smooth collaborations.
Provided critical support to sales and contract departments, facilitating the successful negotiation and execution of 150+ artist agreements annually.
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Summary
Managed store accounting, resolved customer concerns, supervised associates, and trained new employees.
Highlights
Managed daily store accounting and cash handling operations, accurately processing over $10,000 in transactions daily and ensuring zero discrepancies.
Independently resolved 30+ customer concerns daily, maintaining a 98% customer satisfaction rate and fostering repeat business.
Supervised daily schedules and optimized workflow for a team of 15 associates and cashiers, improving operational efficiency by 15%.
Trained 50+ new hires in customer service protocols and cash handling, contributing to a 20% reduction in training time and improved team performance.
Languages
English
Skills
Customer Service
Customer Relationship Management (CRM), Customer Support, Client Relations, Issue Resolution, Account Management, Phone Etiquette, Problem-Solving, Communication Skills, Active Listening, Empathy.
Technical Support
Troubleshooting, Online Account Issues, Website Navigation, Microsoft Windows, Mac OS, Microsoft Office Suite, Help Desk Support, Android Customer Service.
Sales & Operations
Retail Sales, Product Demos, Order Fulfillment, Cash Handling, POS Systems, Stocking, Retail Math, Negotiation, Organizational Skills, Data Entry.
Leadership & Training
Team Supervision, Workflow Optimization, Employee Training, Job Satisfaction Interviews, Process Improvement.
Projects
Provided care for family member.
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