Heather Lutes
Moncton
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and retention at Kent Building Supplies. Excelled in conflict resolution and active listening, significantly improving client relations. Skilled in order processing and critical thinking, adept at mentoring new hires and streamlining customer service operations. Achieved positive feedback through exceptional complaint handling and professional telephone demeanor.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Kent Building Supplies
01.2014 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained a clean and orderly checkout area by sweeping floors, emptying trash cans and wiping down surfaces.
Cashier
Sears Department Store
11.2009 - 01.2014
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Built relationships with customers to encourage repeat business.
- Restocked and organized merchandise in front lanes.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
Education
Basic Accounting
New Brunswick Community College
Moncton, NB01-1990
Cosmetology
New Brunswick Community College
Moncton, NB06-1986
High School Diploma -
Moncton High School
Moncton, NB06-1981
Skills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Complaint handling
- Customer satisfaction measurement
- Professional telephone demeanor
- Order processing
Languages
English
Full Professional
Timeline
Customer Service Representative
Kent Building Supplies
01.2014 - 12.2024
Cashier
Sears Department Store
11.2009 - 01.2014
Basic Accounting
New Brunswick Community College
Cosmetology
New Brunswick Community College
High School Diploma -
Moncton High School
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