Rhonda Sands
Welland,Canada
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Customer Service/Order Processing
Supramatic Inc
08.2023 - 11.2023
- Print orders confirm payment and check for fraud
- Sort order sheet for picking
- Pick orders create Canada Post labels
- Pack orders prepare for pick up and to be ship
- Input order into quick books
- Assist customers via email and phone pertaining to their online order
- Assist with return orders or error orders.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Strengthened communication skills through regular interactions with others.
- Passionate about learning and committed to continual improvement.
- Paid attention to detail while completing assignments.
- Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
- Processed and handled customer complaints, answering questions and providing alternative solutions.
- Communicated with customers to verify information, fill out appropriate paperwork and carry out specified requests.
- Utilized customer service software to accurately enter customer data, process orders and update customer records.
- Informed supervisors and coworkers of inventory needs and double-checked supplies before completing customer orders.
- Informed customers by mail or telephone of order information such as unit prices, shipping dates and anticipated delays.
- Created shipping and invoicing documents with accurate customer, destination, and materials information to meet shipper standards and identify any hazardous contents.
- Proven ability to learn quickly and adapt to new situations.
Customer Service Agent
Rev Bahamas
07.2014 - 08.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Upheld quality control policies and procedures to increase customer satisfaction
- Made outbound calls to obtain account information
- Set up and activated customer accounts
- Documented customer correspondence to track requests, problems and solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
- Communicated with clients regarding account services, statements, and balances.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Adapted to new applications and maintained knowledge of current technologies.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Facilitated communications through management of inbound and outbound customer calls.
- Contacted customers to return routine and general calls promptly.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Retail Store Supervisor
Island Selection
02.2006 - 04.2014
- Greeted customers upon entrance to store and offered assistance in locating items
- Enabled consistent sales by empowering front-line staff with tools to successfully promote products
- Taught employees how to optimize space for special events such as discount sales
- Set sales targets and implemented action plans for achieving set objectives
- Dealt with customer complaints and rectified product and service issues
- Supervised work of cashiers, training new team members and monitoring performance
- Contributed to merchandising ideas at team meetings to increase sales
- Answered customer questions and addressed complaints quickly and courteously to patrons' satisfaction
- Stocked shelves and racks and placed mannequins in key areas to attract customers to the store
- Supervised and trained staff on service techniques, boosting overall customer satisfaction
- Created successful plans to maximize profits and reduce loss
- Reviewed schedules to keep stores under leadership properly staffed.
- Oversaw employees and store functions on daily basis.
- Answered product questions and assisted customers in selection and checkout.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Conducted inventory analysis to determine optimal stock levels.
- Reviewed store sale numbers, cost of inventory, operational expenses and inventory losses.
- Analyzed operational expenses and cost of inventory to identify losses and developed strategies for increased profits.
- Determined layout of store merchandise for visual appeal to consumers.
- Organized shift meetings to communicate and resolve issues for night operations.
- Liaised with store manager to set up visually appealing layout for store merchandise.
- Monitored cashiers' work and balanced registers to maintain strong financial controls.
- Trained and oriented associates to maximize team performance.
- Entered and priced inventory to assist with efficient restocking.
- Coordinated merchandising displays, signage and sales enablement.
- Kept merchandise fresh by monitoring use of proper stock rotation procedures and setting up promotions to move out aging products.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Trained team members in successful strategies to meet operational and sales targets.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
Education
Cyber Security
Epic College
Mississauga, ONDiploma - Secondary Education
Galilee College
Nassau, Bahamas06.2001
Skills
- Microsoft Words
- Excel
- PowerPoint
- Efficient and Detail-Oriented
- De-escalation Techniques
- Calm Under Pressure
- Troubleshooting
- Research
- Microsoft Word
- Data Entry
- Task Prioritization
- Organization
- Verbal Communication
- Problem-Solving
- Cultural Awareness
- Active Listening
Languages
English
Full Professional
Hobbies and Interests
- Traveling
- Care Taking
Timeline
Customer Service/Order Processing
Supramatic Inc
08.2023 - 11.2023
Customer Service Agent
Rev Bahamas
07.2014 - 08.2022
Retail Store Supervisor
Island Selection
02.2006 - 04.2014
Cyber Security
Epic College
Diploma - Secondary Education
Galilee College