Joseph Ham
Blythe
Summary
Customer service associate with proven ability to boost customer loyalty and sales through effective product education and resolution of complaints. Skilled in managing inquiries and transactions efficiently, ensuring positive customer experiences that elevate service quality.
Overview
17
17
years of professional experience
Work History
Customer Service Associate(CSA)
JiffyLube, LLC
Augusta
04.2019 - Current
- Assists customers while up-selling due to product information
- Maintained customer relationships by proactively acknowledging needs and providing assistance.
- Prepares for customer inquiries by studying products, services, and customer service processes.
- Responds to customer inquiries by reviewing the inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answers.
- Records customer inquiries by documenting responses in customers' accounts.
- Recommended process improvements and identified new product applications to enhance service quality.
- Updates job knowledge by participating in educational opportunities.
- Trains and Implements Orientation for New Hires.
- Process customer transactions efficiently and accurately at the point of sale.
- Maintained cleanliness and organization in the service area to enhance customer experience.
- Educated customers on service options, promoting awareness of vehicle health needs.
- Collaborated with technicians to ensure timely completion of service requests.
- Handled customer complaints calmly, providing effective solutions to enhance satisfaction.
- Greeted customers and identified their needs.
- Assisted customers with returns, exchanges, and refunds.
- Resolved customer inquiries in a timely manner.
- Provided information about products and services available to customers.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Followed policies and procedures to meet or exceed established performance requirements.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Educated customers on special pricing opportunities and company offerings.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Maintained knowledge of current sales promotions and new product releases.
- Suggested product solutions based on individual customer needs.
- Developed relationships with key clients through regular contact and follow-up communication.
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
- Followed-up with customers after purchase to ensure satisfaction.
- Updated databases with new and modified customer data.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Enhanced customer retention by promoting discount options during interactions.
- Promoted available products and services to customers during service, account management and order calls.
- Contacted customers about potential service upgrades, new services and account changes.
Passenger Assistance Liaison (PAL)
Augusta Regional Airport
Augusta
03.2018 - 04.2019
- Directed passengers and public in navigating terminal facilities, improving flow and accessibility.
- Supported passengers with luggage and wheelchair needs, enhancing travel comfort.
- Addressed passenger inquiries and concerns to facilitate smooth operations.
- Collaborated with American Airlines and Delta Airlines to meet passenger needs effectively.
- Facilitated communication among airport departments, ensuring timely information sharing for operations.
- Inspected terminal for maintenance issues, ensuring safety and functionality.
- Maintained cleanliness and stocked military suite for optimal guest experience.
- Supported public events and managed social media presence to enhance airport visibility.
Specialist
Apple Inc; Apple Store Augusta
Augusta
11.2010 - 08.2013
- Recommended suitable products to customers based on identified needs, enhancing customer satisfaction.
- Facilitated new product setup for customers, ensuring seamless integration and efficient usage.
- Instructed customer training sessions focusing on product selection and technical queries.
- Resolved technical issues, facilitating repair processes for customer devices.
- Established corporate contracts with businesses for device acquisition and staff training, improving partnership relations.
- Orchestrated store floor displays, enhancing brand visibility and event success.
- Directed customers to product specialists as a store greeter.
- Managed daily cash register holdings with accuracy and efficiency.
Sales Associate
Taylor Brother's Xpress
Hephzibah
07.2010 - 11.2010
- Assisted customers with product selection, inquiries, and provided tailored product advice.
- Greeted customers, providing exceptional service that fostered positive experiences.
- Processed transactions accurately using point-of-sale systems, ensuring smooth transaction flow.
- Managed daily cash register holdings and balanced vault securities with precision.
- Tracked inventory levels and restocked shelves to ensure product availability.
- Maintained store displays and organized merchandise for optimal presentation.
- Collaborated with team members to establish improved customer service standards.
- Executed nightly bank deposits to secure financial transactions effectively.
Sales Associate
Yankee Candle Company
Augusta
09.2009 - 01.2010
- Assisted customers with product selection and inquiries, delivering tailored recommendations to meet individual needs.
- Educated customers on product features and benefits, facilitating informed purchase decisions.
- Resolved customer complaints and concerns professionally, ensuring satisfaction and loyalty.
- Collaborated with team members to achieve sales targets and improve service quality.
- Processed transactions accurately using point-of-sale systems, ensuring smooth customer checkout experience.
- Maintained fully stocked inventory and organized merchandise displays, enhancing product visibility and appeal.
- Restocked shelves to maintain sufficient inventory levels for customer demands.
- Attended weekly team meetings to assess performance goals and enhance team strategies.
Education
College Preparatory Degree -
Burke County High School
Waynesboro, GA01-2009
Bachelor of Fine Arts - English
Augusta University
Augusta, GASkills
- Safety compliance
- Customer support
- Communication skills
- Complaint resolution
- CRM
- Customer relationship management (CRM)
- Call handling
- Inbound and outbound calling
- Problem resolution
- Sales closing
- Sales strategies
- Upselling merchandise
- Regulatory compliance
- Refunds processing
- Refunds and exchanges
- Sales promotion
- Order processing
- Shipping procedures
- Inventory control
- Stock management
- Stock replenishment
- Merchandise display
- Video content creation
- Image management
- Cloud storage management
- Software knowledge
- Hardware knowledge
- Microsoft Office
- POS system operation
- Administrative tasks
- Account updating
- Team collaboration
- Team player
- Project initiation
- Time management
- Multitasking
- Attention to detail
- Organizational skills
- Analytical skills
- Data evaluation
- Continuous improvement
- Policies and procedures adherence
- Safety compliance
- Regulatory compliance
- Customer data confidentiality
- Information gathering
- Active listening
- Conflict resolution
- Follow-up
- Calm under pressure
- Guest services
- Customer education
- Sales promotion
- Problem-solving skills
- Software troubleshooting
- Multitasking capacity
- Staff training
- Meeting coordination
- Call documentation
- Shipping procedures
- Order processing
- Continuous improvement
- Remote office availability
- Stock management
- Regulatory compliance
- Data evaluation
- Multitasking capacity
- Computer skills
- Problem-solving skills
- Staff training
- Call documentation
Awards And Activities
- Georgia Hero Scholarship, Recipient
- Mary Lu Kuhl Scholarship, Recipient
- HOPE Scholarship, Recipient
- Chapter 33 VA Bill, Recipient
- Pell Grant, Recipient
- Studied Abroad: England; France
- Active member of Submmitable
Seasonal Employment History
- Taylor Brother's Xpress, Hephzibah, GA, Sales Associate, 07/01/10, 11/01/10, Cashier, Stocked beverage coolers and inventory shelves, Accounted for daily cash register holdings, Responsible for nightly bank deposits, Responsible for daily vault securities and balancing
- Yankee Candle Company, Augusta, GA, Sales Associate, 09/01/09, 01/01/10, Cashier, Assisted customers in product selection, Maintained fully stocked inventory and floor display
Timeline
Customer Service Associate(CSA)
JiffyLube, LLC
04.2019 - Current
Passenger Assistance Liaison (PAL)
Augusta Regional Airport
03.2018 - 04.2019
Specialist
Apple Inc; Apple Store Augusta
11.2010 - 08.2013
Sales Associate
Taylor Brother's Xpress
07.2010 - 11.2010
Sales Associate
Yankee Candle Company
09.2009 - 01.2010
College Preparatory Degree -
Burke County High School
Bachelor of Fine Arts - English
Augusta University