Gina Rogers
Colorado Springs
Summary
Empathetic Customer Experience Advisor recognized for high productivity and efficiency in task completion. Possess specialized skills in customer relationship management, conflict resolution, and data-driven decision making. Excel in communication, problem-solving, and adaptability to ensure positive customer interactions and outcomes. Seasoned Customer Experience Advisor with background in providing top-notch customer service, managing client relationships, and implementing customer support strategies. Skilled at analyzing customer feedback to improve products and services while fostering strong customer loyalty. Notable strengths include problem-solving skills, conflict resolution abilities, and communication acumen. Previous work has resulted in significant improvements in customer satisfaction levels and repeat business growth. Helpful Customer Experience Agent passionate about delivering exceptional customer service to promote loyal business. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems. Amiable Customer Experience Agent with several years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Empathetic listener utilizes open-ended questions to determine appropriate action for better customer experiences. Commended for consistent, positive customer reviews. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
16
16
years of professional experience
Work History
Customer Experience Professional
Comcast
Colorado Springs
10.2016 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Recognized by management for providing exceptional customer service.
Assistant Store Manager
OfficeMax
Colorado Springs
10.2009 - 07.2016
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Developed strategies for increasing store profitability by analyzing financial data and implementing cost-saving measures.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
- Ensured compliance with all safety regulations throughout the store premises.
- Created promotional campaigns to increase brand awareness and attract new customers.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Identified areas of operational inefficiency and implemented solutions to streamline processes.
- Developed an effective system for tracking inventory levels, ensuring stock is available when needed.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Organized weekly meetings with department heads to review progress on key objectives.
- Assisted in recruiting efforts by interviewing candidates for open positions in the store.
- Prepared detailed reports summarizing sales activity, customer feedback, and other relevant information.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Handled scheduling for store shifts to achieve adequate staffing.
- Maintained inventory by checking merchandise to determine levels.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Coached and developed store associates through formal and informal interactions.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Prepared staff work schedules and assigned team members to specific duties.
Education
High School Diploma -
Widefield High School
Widefield, Co05-1989
Skills
- CRM software
- Feedback collection
- Call center experience
- Complaint handling
- Trend monitoring
- Client advocacy
- Policy improvement
- Request management
- Refunds processing
- Merchandise upselling
- Promotional support
- Business ethics
- Customer needs assessments
- LiveChat messaging
- Service upsells
- Store maintenance
- Sales expertise
- Product recommendations
- Inbound call answering
- System implementation
- Order documentation
- Complaint resolution
- Billing adjustments and refunds
- Calm under pressure
- Customer relationship management
- Inbound call management
- Database management
- Active listening
- Remote office availability
- Customer service
- Computer skills
- Teamwork and collaboration
- Issue and complaint resolution
- Customer retention strategies
- Microsoft office expertise
- Time management
- Sales and upselling
Timeline
Customer Experience Professional
Comcast
10.2016 - Current
Assistant Store Manager
OfficeMax
10.2009 - 07.2016
High School Diploma -
Widefield High School