Jennifer Addy

• Collaborate with team members to develop best practices for consistent customer service delivery.
• Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
• Conduct training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
• Implement feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
• Handle escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Develop rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Assist customers in navigating company website and placing online orders, improving overall user experience.
• Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Ensured compliance with company policies regarding returns, exchanges, and check acceptance procedures.
• Collaborated with management to develop strategies for improving the overall shopping experience.
• Assisted with merchandising tasks as needed to maintain store appearance standards and promote product visibility.
• Operated POS cash register and equipment to collect payments.
• Supervised cashiers to boost customer service levels, check accurate balance for transactions and promote smooth operations.

Spent 10+ years enjoying being home with my young children. I went back to work part time in October 2022, once my kids got a bit older.

• Managed daughter's soccer team and was in charge of communicating directly to the team parents about schedules, tournament information, and relayed information from both the club and coaching staff.
• Started and grew a small party supply business as well as a children's clothing line. Created websites, was in charge of marketing, production and shipping of products as well as fielding customer inquiries and resolving any issues that arose.

• Worked in fast paced Drive Thru location with hundreds of guests per day.
• Generated friendly atmosphere by encouraging employees to greet and speak to customers.
• Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
• Advised customers on whole bean and bulk tea purchases by detailing origin, flavor and pairing recommendations.
• In charge of seasonal changeover and store merchandising.
• Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
• Trained, scheduled and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
• Created "First Place" coffeehouse experience through customer service, beverage preparation and presentation, in-store marketing and thorough cleanliness and sanitation of space.
• Operated cash register for cash, credit and gift card transactions with excellent accuracy levels.
• Worked flexible schedule and extra shifts to meet business needs.

• Provided customers with information about availability and pricing.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Resolved various issues and discrepancies for customers.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Prepared customer invoices, accepted payments and processed refund and cancellation requests.

• Tallied cash drawer at beginning and end of each work shift.
• Utilized POS system to handle customer cash and credit card transactions.
• Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Restocked and organized merchandise in front lanes.