Shykeybia Scott
Warner Robins
Summary
Accomplished Customer Service Representative at Sam's Club Distribution, excelling in conflict resolution and customer retention, enhanced by adept use of Microsoft Excel for data management. Demonstrated ability to improve team performance and customer satisfaction through active listening and critical thinking, contributing to significant brand loyalty and sales growth.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Sams Club Distribution
01.2011 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Developed strong relationships with key retail partners, driving sales growth and brand loyalty.
- Enhanced product knowledge among retail staff by conducting informative training sessions and workshops.
- Analyzed trends and sales targets to create distribution plans for retail partners.
Front End Associate
Sams Club
01.2011 - Current
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Welcomed and engaged customers, offering assistance with locating or retrieving merchandise.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Replaced merchandise stock throughout check-out lines and end-cap displays.
- Gathered shopping baskets and carts and relocated to designated areas.
- Performed carry-out and order preparation for pick-up services by packaging, transporting, and loading customer purchases.
- Collaborated with cross-functional teams to ensure seamless integration of front-end designs with back-end functionality.
- Improved efficiency by multitasking during peak hours, simultaneously managing cash register and directing floor activities.
Education
Associate of Arts - Business Administration And Management
Central Ga Tech
Macon, GA05-2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Scheduling
- Time management
- Front-end performance optimization
- Product restocking
- Team contribution
- Agile development methodologies
- Merchandising and display assembly
Timeline
Customer Service Representative
Sams Club Distribution
01.2011 - Current
Front End Associate
Sams Club
01.2011 - Current
Associate of Arts - Business Administration And Management
Central Ga Tech
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