Lisa Pace
Loveland
Summary
Dynamic customer service professional with extensive experience at Qualfon Fort Collins, excelling in problem resolution and active listening. Proven track record of enhancing customer satisfaction and achieving performance goals. Skilled in CRM software and staff training, fostering strong relationships to drive repeat business and improve service processes.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Qualfon Fort Collins
03.2019 - 09.2023
- Provided support to customers, addressing inquiries and resolving issues efficiently
- Assisted in processing orders and managing customer accounts using CRM software
- Learned product features and services to effectively communicate with customers
- Collaborated with team members to enhance customer service processes and workflows
- Resolved customer inquiries efficiently through active listening and effective communication skills.
- Utilized CRM software to track customer interactions, ensuring accurate record-keeping and follow-up.
- Managed escalated issues by providing resolutions that aligned with company policies and customer needs.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Detailed payment options and explained price, receipt and billing details to customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Sales Manager
Palmer Flowers
01.2015 - 03.2019
- Led sales team to exceed quarterly revenue targets through effective strategy implementation.
- Developed training programs for new hires, enhancing product knowledge and customer engagement skills.
- Analyzed market trends to identify new sales opportunities and refine existing strategies.
- Fostered relationships with key clients, ensuring high levels of satisfaction and repeat business.
- Led team of sales associates to achieve monthly sales targets and improve customer satisfaction scores.
- Developed and implemented effective training programs for new staff, enhancing product knowledge and sales techniques.
- Fostered relationships with vendors to negotiate favorable terms, ensuring timely product availability and quality standards.
- Conducted regular performance evaluations, providing feedback and coaching to drive team development and performance improvement.
- Trained new sales associates on company policies, selling techniques, and customer service best practices to maximize their potential.
- Maintained company's visual merchandise standards through general housekeeping and planograms.
- Recruited, hired and trained associates to develop into productive team members with excellent product knowledge.
- Maintained a clean and organized storefront at all times by enforcing strict housekeeping standards across the entire team.
- Managed inventory effectively to minimize stock shortages and ensure optimal levels of merchandise for maximum sales.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Worked closely with upper management to develop short-term and long-term goals for the store, aligning objectives with the company''s mission and vision.
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
- Evaluated employee performance regularly, conducting annual reviews and providing constructive feedback to encourage growth and improvement.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed day-to-day staffing and handled scheduling for all sales employees.
- Conducted regular staff meetings to discuss goals, progress toward targets, and areas needing improvement or focus for the entire team.
- Managed store budget effectively, ensuring expenses stayed within predetermined limits while maintaining a high level of customer satisfaction.
Retail Customer Sales Associate
Forever Flowers
01.2007 - 01.2015
- Assisted customers with product selection, enhancing overall shopping experience.
- Maintained visual merchandising standards to promote seasonal displays and drive sales.
- Processed transactions efficiently using point-of-sale systems, ensuring accuracy in cash handling.
- Trained new team members on customer service protocols and store policies to ensure consistency.
- Monitored inventory levels and coordinated restocking efforts to meet customer demand effectively.
- Resolved customer complaints promptly, fostering a positive shopping environment and loyalty.
- Collaborated with management to implement promotional strategies that increased customer engagement.
- Conducted regular stock checks for better inventory management, reducing instances of out-of-stock items affecting potential sales opportunities.
- Participated in visual merchandising efforts to create attractive displays and stimulate buyer interest.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Handled cash register transactions accurately, ensuring seamless checkout experiences for customers.
- Offered valuable product suggestions based on customer needs and preferences, increasing overall satisfaction levels.
- Maintained a clean and inviting store environment for enhanced customer experience.
- Contributed to store revenue growth through consistent cross-selling and add-on sales techniques.
- Provided personalized shopping assistance, establishing rapport with customers and enhancing their retail experience.
- Developed strong product knowledge, enabling effective recommendations and upselling opportunities.
- Assisted in inventory management, ensuring the availability of products for customers to purchase.
- Increased customer satisfaction by providing exceptional service and addressing inquiries promptly.
- Assisted in training new employees on store procedures, product information, and sales techniques to maximize team effectiveness.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Recommended complementary purchases to customers, increasing revenue.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Performed cash, card, and check transactions to complete customer purchases.
Education
High School Diploma -
Thompson Valley High School
Loveland, CO05-2002
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Scheduling
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Staff training
Timeline
Customer Service Representative
Qualfon Fort Collins
03.2019 - 09.2023
Sales Manager
Palmer Flowers
01.2015 - 03.2019
Retail Customer Sales Associate
Forever Flowers
01.2007 - 01.2015
High School Diploma -
Thompson Valley High School