Experience

Labelworx

• United States
• Printing Services
• 1 - 100 Employee

• Customer Service Associate

  • Mar 2022 - Present

  Provide expert customer service over the phone and via email. Prepare estimates, process orders, and oversee to completion to ensure quality. Monitor inventory levels of raw materials and supplies and strategize purchasing depending on current and potential order requirements. Maintain positive relations with customers and vendors. Nurture customer relationships and drive recurring business by providing consistent follow-up throughout the order process and resolving any concerns or complaints with urgency and care. Use probing questions and perform thorough research to provide recommendations based on customer needs. Collaborate with in-house graphics team and customer supplied designers. Coordinate with production on order progression and requirements. Determine best shipping methods for orders and schedule when needed. Perform data entry, organize and file paperwork, help in other areas when needed. Show less



SYKES

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• • Dec 2019 - Feb 2022

  Supervised a large team while overseeing the daily and monthly performance of a client account. Through effective leadership, focused on team performance and attrition. Managed escalation procedures and ensured service levels were maintained. Assessed, documented, tracked, and monitored problems to ensure resolution in a timely manner. Responsible for interviewing and selection of new hires and evaluating agents, performance management documentation and where applicable, initiating the termination process. Provided training and mentoring for Team Coaches and Supervisors when applicable. Worked with Account Manager for client information and acted as second point of contact. Dialogued with customers frequently to determine their needs. Built relationships with internal and external customers. Aligned work processes, structure, and systems to meet customer needs. Built rapport and establish trust with coworkers and client. Provided accurate, timely, and professionally written, statistical and verbal reports to management for historical, current status, and forecasting purposes. Show less

• • Jan 2019 - Dec 2019

  Handled inbound and outbound escalations, addressing social media comments and complaints. Managed a Twitter support account for a major camera manufacturer, working closely with Marketing an PR teams to provide the most accurate information on all other social media platforms. Monitored public forums and liaised for customers under the professional services program. Provided quality analysis of phone, email, and chat correspondences. Assisted with new hire and product release training classes.

• • May 2018 - Jan 2019

  Handled a high volume of inbound phone calls and provided expert technical support and product recommendations to customers for a major camera manufacturer. Guided customers through troubleshooting processes of various different devices and software systems with patience and empathy. Adhered to strict handle time requirements, maintained positive customer satisfaction surveys, and provided thorough documentation and email follow-up after every call. Multitasked with inbound emails and chat inquiries. Show less



Target

• United States
• Retail
• 700 & Above Employee

• Beauty Team Member

  • Jul 2016 - Mar 2018

  Provided guests with excellent customer service, being knowledgeable of products and upselling. Provided backup cashiering and answered phone calls regarding stock inquiries and product information. Oversaw the Cosmetics, Personal Care, and Pharmacy departments, pushing product to the floor and back stocking. Maintained accurate inventory counts, set planograms and merchandising. Worked closely with and nurtured relationships with vendors, kept department clean and hosted events. Frequently assisted in other areas of the store including backroom, picking and packing for Ship-From-Store and order pickup using backroom equipment including Wave and Crown. Show less