Delia Lemme

• Served as a primary point of contact for customer inquiries/questions through calls, online chats, and e-mails

• Handled and owned customer purchase needs and post-purchase issues from start to finish with the mindset of customer first
• Documented all interactions in our Customer Relation Management Platform while following the established processes
• Delivered an exceptional and memorable experience while building and cultivating relationship with customers to drive brand loyalty
• Proven expertise at product knowledge, procedures and met Key Performance metrics
• Administrative support: Refunds, return escalations, gift cards, FedEx claims, OMS manual interventions
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• Balanced cash drawer at the beginning and end of each shift, investigating and resolving any discrepancies
• Engaged customers in pleasant conversation while completing cash register transactions
• Stocked store shelves and end-caps with merchandise
• Trained new retail team members in customer service and company policies