Sylvia Covey
Los Angeles
Summary
Self-motivated Lead Customer Service Representative recognized for multitasking numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem-solving abilities. Driven to boost productivity with top-notch analytical and management abilities.
Overview
6
6
years of professional experience
1994
1994
years of post-secondary education
Work History
Customer Service Lead Merchandise lead Operations
Kohls Department Store
Valencia
09.2019 - 06.2025
- Led customer service team to enhance overall service quality and satisfaction.
- Trained new employees on company policies and effective customer interaction techniques.
- Resolved customer complaints by utilizing active listening and problem-solving skills.
- Collaborated with merchandising team to ensure product availability and presentation standards.
- Monitored team performance metrics and provided feedback for continuous improvement.
- Coordinated special events to engage customers and promote loyalty programs effectively.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Developed and implemented strategies for providing excellent customer service experience.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Evaluated employee job performance and motivated staff to improve productivity.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Evaluated and authenticated returns, exchanges and voids.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Led team engagement to assist cross-functional departments and achieve goals.
- Reviewed accounts for payments received or approved credit arrangements.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Assigned work and monitored performance of project personnel.
- Reviewed completed work to verify consistency, quality, and conformance.
- Led customer service team in daily operations and best practices.
- Trained new staff on customer engagement and store policies.
- Monitored merchandise displays for compliance with company standards.
- Collaborated with management to enhance customer service strategies.
- Assisted in inventory management and restocking procedures as needed.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Consulted with customers regarding needs and addressed concerns.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Ensured compliance with company policies and regulations related to customer service operations.
- Worked closely with other departments such as sales, marketing and IT teams to ensure smooth delivery of services.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Handled customer inquiries and complaints in a professional manner.
- Coordinated with other departments to resolve customer issues efficiently.
- Developed strong customer relationships to encourage repeat business.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Strengthened customer retention by offering discount options.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collected deposits or payments and arranged for billing.
- Took special orders in person and over telephone, generating additional revenue every month.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Excelled in exceeding daily credit card application goals.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Led merchandise team to maintain organized product displays.
- Trained new staff on merchandise handling and store procedures.
- Monitored inventory levels and coordinated restocking efforts.
- Conducted regular audits of product placement and pricing accuracy.
- Resolved customer complaints in a professional manner while upholding company policies.
- Performed regular audits of merchandise racks and shelves to verify pricing accuracy.
- Identified best-selling products and highlighted them in the store layout.
- Organized visual displays to maximize customer engagement and boost sales.
- Developed and implemented merchandising strategies to maximize sales and profitability.
- Supervised team of sales associates, delegating tasks and providing guidance when needed.
- Executed daily opening and closing duties such as setting up shop floor displays, restocking shelves.
- Provided training sessions for new employees on company policies, procedures, and safety regulations.
- Managed inventory levels by tracking stock and adjusting orders to ensure adequate merchandise availability.
- Executed multiple projects simultaneously, coordinating, and prioritizing tasks.
- Designed floor layouts, product displays and shelving layouts to maximize sales and influence customer purchasing habits.
- Placed prices and descriptive signage to enhance displays and promote items.
- Increased sales through targeted merchandising plans and stocking of desirable inventory.
- Fostered a culture of continuous improvement, encouraging innovation and best practices in merchandising operations.
- Examined, selected and purchased merchandise consistent with specification requirements.
- Assessed condition of shipped products upon arrival to meet quality standards.
Education
Canyon High School
Canyon Country, CASkills
- Team leadership
- Customer relationship management
- Conflict resolution
- Performance evaluation
- Visual merchandising
- Training and development
- Inventory management
- Process improvement
- Active listening
- Strategic planning
- Problem solving
- Billing arrangements
- Department operations
- Customer complaint resolution
- Order management
- Cash handling
- Inventory control
- Telephone etiquette
- Customer service excellence
- Sales
- Quality assurance
- Payment processing
- Team training and development
- Product location
- Inquiry requests
- Team collaboration
- Stock management
- Retail sales customer service
- Exchange coordination
- Project management
- Assertiveness
- Team development
- Sales expertise
- Shipping and receiving
- Materials transport
- Key holder experience
- Customer service
Languages
Spanish
Limited
Timeline
Customer Service Lead Merchandise lead Operations
Kohls Department Store
09.2019 - 06.2025
Canyon High School