SYDNEY CAROSI
Dallas
Overview
13
13
years of professional experience
Work History
Customer Experience Agent
Supplies on the Fly
03.2024 - Current
- Ensured high-quality customer service via multiple platforms such as telephone, chat, and email.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
- Managed high-volume internal emails and live chats to coordinate with cross-functional teams, resolve order issues, and ensure timely delivery.
- Acted as a key communication point between customer service, warehouse, and procurement to streamline operations.
Provided real-time support via chat for urgent inquiries, backorders, and delivery updates, ensuring fast and accurate information flow. - Maintained detailed documentation of communication threads to support team collaboration and service consistency.
Cleaning Contractor
GiGi Shine LLC
05.2023 - Current
- Kept business entrances clean, tidy and professional in appearance.
- Completed routine maintenance checks, notifying management of needed repairs.
- Followed safety protocols while performing tasks such as ladder climbing or chemical handling.
- Maintained safety protocols through safe handling of equipment and chemicals.
- Kept bathrooms in clean, functional condition by scrubbing stalls, sanitizing sinks, and tidying storage shelves.
- Cleaned restrooms, including toilets, sinks, showers and bathtubs, and mirrors.
- Assisted with special projects related to cleaning or maintenance when needed.
- Maintained cleaning equipment in good working condition.
- Monitored building security and safety by locking doors or avoiding hazards.
- Followed safety processes for all manual and electric cleaning equipment.
- Provided feedback to supervisors regarding any issues that arose during shifts.
- Responded to emergency cleaning requests to meet client expectations.
- Emptied wastebaskets to transport trash and waste to proper disposal areas.
- Used shampoos and steam equipment to periodically clean upholstery and carpeting.
- Complied with OSHA regulations for hazardous material disposal.
Customer Service Representative
Home Depot OCC
04.2022 - 05.2023
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Mentored junior team members and managed employee relationships.
- Adjusted bills and refunded money to resolve customers’ service or billing complaints.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated CRM system with order specifics and customer details, preferences and billing information.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
Loader and Unloader
Fedex Ground
09.2019 - 05.2021
- Reconfigured inbound pallets to meet storage requirements.
- Loaded cargo onto transportation devices and attached affixing tools to achieve safe transportation.
- Communicated load, product or pallet issues to supervisor.
- Ensured proper placement of materials on shelves and maintained inventory records as needed.
- Operated pallet jacks to move skids throughout the warehouse facility.
- Loaded and unloaded freight from trucks using forklift equipment.
- Collaborated with other movers when loading large equipment to prevent potential accidents.
- Unloaded materials by hand or with equipment to help team meet work demands.
- Performed daily cycle counts and physical inventories of goods stored in the warehouse area.
- Used scanners to track parcel information, condition or receipt.
Server
Steak N Shake
04.2012 - 12.2018
- Set up tables in between patrons to reduce wait times.
- Provided excellent customer service to ensure satisfaction.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Maintained records of transactions made during shift as required by law or company policy.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Explained menu items, describing ingredients and cooking methods upon request.
Education
Other - Health Care
Chattahoochee Technical College
Marietta, GA08.2022
High school or equivalent - undefined
McEachern High School
Powder Springs, GA05.2011
Skills
- Floor Waxing - 3 years
- Housekeeping - 3 years
- Customer Service - 10 years
- Scheduling - 2 years
- Inbound and Outbound Calling - 3 years
- Data Entry - 3 years
- Account Updating - 3 years
- Complaint Resolution - 3 years
- Email & Chat Communication (Outlook, Microsoft Teams)
- Customer Relationship Management (Salesforce)
- Order Fulfillment & Issue Resolution
- Cross-Functional Team Collaboration
- Inventory & Shipment Tracking
- Time Management & Multitasking
- Microsoft Excel (Data Entry, Tracking, Reporting)
- Internal Ticketing Systems
- Call center experience
- Call control
- CRM software
- Escalated call handling
- Product education
- Employee coaching
- Customer service
- Sales transactions
- Staff education and training
- Calm under pressure
- POS systems and ordering platforms
- Product sales
- Order processing
- Teamwork
- Attention to detail
- Multitasking
- Computer skills
- Customer service excellence
Timeline
Customer Experience Agent
Supplies on the Fly
03.2024 - Current
Cleaning Contractor
GiGi Shine LLC
05.2023 - Current
Customer Service Representative
Home Depot OCC
04.2022 - 05.2023
Loader and Unloader
Fedex Ground
09.2019 - 05.2021
Server
Steak N Shake
04.2012 - 12.2018
High school or equivalent - undefined
McEachern High School
Other - Health Care
Chattahoochee Technical College
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