Earlean Lester

• Recommended, selected and located merchandise for shoppers, engaging politely to establish product needs and wants.
• Maintained understanding of current inventory, merchandising and in-store placement to inform sales strategy.
• Delivered excellent customer service in-store, online and by telephone, going above and beyond to serve the needs of my customers.

• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Managed a team of customer service representatives and ensured high levels

of customer satisfaction.

• Developed and implemented training programs to improve team performance

and customer service skills.

• Supervised 50+ representatives in providing excellent customer service to callers requiring assistance for electric and gas billing and issues.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Managed my team of call center agents and consistently met or exceeded

performance goals.