Laeequa Reese
Stone Mountain
Summary
Motivated customer service associate with a diplomatic communication style and level-headed approach to resolving issues. Dedicated to fostering customer loyalty and guiding prompt resolutions. Seeking an opportunity to expand skills and contribute to company success. Considered hardworking, ethical, and detail-oriented. Ready to take on challenges using problem-solving and task prioritization skills to help the team succeed. Stays on top of demands in fast-paced environments by effectively utilizing slow periods. Maintains organized, clean, and safe work areas. Willing to take on any task to support the team and help the business succeed. Offers strong communication and problem-solving abilities. Skilled at troubleshooting problems and building successful solutions. Brings top-notch skills in oral and written communication, active listening, and analytical problem-solving. Accommodating and helpful as a team player with a positive attitude. Familiar with CRM systems and practices. Establishes and builds solid relationships to boost ratings and secure loyalty. Troubleshoots technical issues and educates on logistics and policies for customer satisfaction without unnecessary escalation of support calls. Uncovers and addresses customer concerns while handling high-volume inquiries with an excellent resolution record. Consistently achieves established performance goals.
Overview
9
9
years of professional experience
Work History
Tier 1 Chat Advisor
Kelly Services
07.2024 - Current
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Chat Customer Service Representative
Victoria's Secret
08.2022 - 04.2023
- Respond to customer inquiries and place orders through chat
- Responded to customer requests for products, services, and company information.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed timely and effective replacement of damaged or missing products.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Customer Service Representative
Teleperformance
07.2020 - 12.2020
- Answer and document phone calls
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Crew Member
McDonald's
07.2018 - 04.2019
- Take orders, drive thru, cleaning, cash register
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Worked front counter, drive-thru and other areas.
- Collaborated with team members to complete orders.
- Operated cash register to ring up final bill and process various forms of payment.
- Prepared products following restaurant, health, and safety standards and procedures.
- Assisted other team members to achieve goals.
- Became familiar with products to answer questions and make suggestions.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked well with teammates and accepted coaching from management team.
- Accurately operated cash register to process customer payments.
- Loaded food, dishes and utensils on carts and trays to transport from designated food preparation areas to designated tables.
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
Package Handler
FedEx Ground
09.2017 - 12.2017
- Unload trucks and sort packages
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Prepared pallets of boxes for easy transportation between customer and storage locations.
- Used hand-held scanners and physical logs to accurately track item movements.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Followed verbal and written instructions to properly move and ship products.
- Stored and secured packages in designated areas to prevent damage and theft.
- Followed safety regulations to maintain safe work environment.
- Proved successful working within tight deadlines and a fast-paced environment.
- Successfully navigated large shipments of materials through tight spaces and busy facilities.
Sales Associate
HoneyBaked Ham Co. & Cafe
11.2015 - 12.2015
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
- Built relationships with customers to encourage repeat business.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Recommended complementary purchases to customers, increasing revenue.
Education
Bachelor's - Criminal Justice
Fort Valley State University
Fort Valley, GA04.2023
Skills
- Customer Relations
- Word Processing
- Live chat
- E-commerce
- Customer service
- Sales
- Cash handling
- Data Entry
- Active Listening
- Complaint Resolution
- Documentation
- Research
- Technical Support
- Critical Thinking
- Goal oriented
- CRM software
- Performance tracking
- Time management
- Resourcefulness
- Inquiry response
- Call center operations
- Policies and procedures adherence
- Effective communication
- Written communication
- Calm under pressure
- Customer education
- Report creation
- Self motivation
- Conflict resolution
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Tier 1 Chat Advisor
Kelly Services
07.2024 - Current
Chat Customer Service Representative
Victoria's Secret
08.2022 - 04.2023
Customer Service Representative
Teleperformance
07.2020 - 12.2020
Crew Member
McDonald's
07.2018 - 04.2019
Package Handler
FedEx Ground
09.2017 - 12.2017
Sales Associate
HoneyBaked Ham Co. & Cafe
11.2015 - 12.2015
Bachelor's - Criminal Justice
Fort Valley State University
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