This was a seasonal position I chose to take due to my passion for the CBD/THC retail industry.Managed challenges between customers, staff, and managers to consistently meet service objectives.Reached out to customers with open tickets to check on issues and help facilitate resolutions using Zendesk and Ring Phone System.Addressed and resolved customer inquiries and complaints and engaged with customers to determine satisfaction levels with products offered.Provided CBD/THC solutions, recommendations, and replacements, using a very knowledgeable and empathetic approach and demeanor.Recommended products and services to members and educated customers about relevant offerings. Educated customers about both CBD and THC properties and uses.Acted as a company ambassador, professionally delivering a high level of service and high-quality support to every customer.Managed details of completing sales payments, refunds, and exchanges, including issuing store credit.Utilized the organization's computer system to look up and record information concerning member accounts.Implemented best practices in fostering exceptional customer care support and satisfying customers.Fraud Prevention and Administrative and Bookkeeping Tasks.

I wrote blog posts for several websites addressing substance use disorder (SUD) and mental health. I do extensive research in order to write meaningful and unique blog posts and ensure the posts are factual.

Managed challenges between customers, staff, and managers to consistently meet service objectives.Reached out to customers with open tickets to check on issues and help facilitate resolutions.Addressed and resolved customer inquiries and complaints and engaged with customers to determine satisfaction levels with products offered.Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.Recommended products and services to members and educated customers about relevant offerings.Acted as a company ambassador, professionally delivering a high level of service and high-quality support to every customer.Managed details of completing sales payments, refunds, and exchanges, including issuing a store credit.Utilized the organization's computer system to look up and record information concerning member accounts.Implemented best practices in fostering exceptional customer care support and satisfying customers.Exceeded requirements in providing products and services to customers at all times.

I dialed into various phone lines to test the VOIP capability of these lines on a daily basis. I used google documents to retrieve data which enables me to test these various lines. This is an independent contractor position working out of my home office.

Addressed concerns quickly to avoid lasting issues.Required minimal oversight to complete job tasks, meeting all deadlines and goals. I was tasked with assisting patients to adhere to their medication routine. I delivered a tailored support program to get patients onto a good routine by making scheduled phone calls daily.

Prepared, implemented, and optimized analytics tools to track visitors' behaviors. Evaluate and improve the relevancy of the news feed for a leading global social media platform. Evaluate and improve the ad relevancy of the news feeds for leading global social media platforms.

Managed inbound and outbound emails using ZenDesk to respond to inquiries and resolve concerns.Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.Implemented best practices in fostering exceptional customer care support and satisfying customers.Utilized the organization's computer system to look up and record information concerning member accounts.Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies.Provided expert service by communicating information to customers and following up on promises.Responded to concerns or complaints of members by taking prompt action, investigating, and resolving a wide range of issues.Responded to customer questions and complaints and documented consumer communications. Consistently met the identified team and client performance metrics, goals, and deadlines.

Answered phone calls, providing an excellent customer experience by applying good listening skills.Entered data efficiently and accurately to update customer accounts.Kept records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken.Demonstrated in-depth knowledge and understanding of the product line, pricing structure, and gross profit objectives.Updated accounts with customers' current personal and purchasing information.Engaged with customers to understand and resolve issues and answer product questions.Completed calls by following scripts and maintaining good call control.Continuously met or exceeded daily service quality and performance scores.Coached team members on-call strategies to enhance control and success in handling customers' issues.Measured and reported on key metrics, including call abandonment, wait times, and first, call resolutionsuccess.De-escalated irate customers to improve experiences and maintain loyalty.Offered representative front-line support with difficult calls or issues to maintain optimal service levels and continue developing staff abilities.Monitored staff performance to identify deficiencies and implement proactive improvement plans.Fielded escalated calls to defuse charged situations, build solutions, and recapture customer loyalty.Boosted team performance by closely monitoring the work of each staff member and offering motivational support.Evaluated customer issues and complaints and developed amicable solutions.These were the positions I held.• Supervisor I was assisting other CSR’s with their questions and assisted them in success within the company. • Mentor I was responsible to train and assist other CSR’s. • Call Evaluator, I listened and scored calls. • Acting Operations Team Lead I oversaw all the call center operations for this challenging position.

As the warehouse manager was my responsibility to maintain all aspects of the day-to-day function of the warehouse and repair facility. I ordered and received all inventories for the repair facility and I also received and maintained the entire sales inventory. I negotiated price and terms with the repair parts vendors. I negotiate terms with shipping companies, coordinated all company inbound and outbound freight using both common carriers and company vehicles. I successfully re-negotiated contracts with all carriers which saved the company significant amounts in the area of shipping and receiving. I regularly dealt with walk in sales customers as well as the repair customers. I maintained inventory using Peachtree accounting and warehouse software. When necessary I was quite proficient in operating forklift and trucks.

Use of camera surveillance equipment, various component tasks requiring the use of electronic detection equipment, building, searches, dispatch calls and information to the officers in the field via radio and telephone. Cooperative work with other security officers. Monitor and annotate alarms using computer surveillance and security equipment. Ongoing walking and vehicle patrols as well as guard post assignments.

The enforcement of federal guidelines with regard to passenger and baggage screening at the airport. As a supervisor and acting-screening manager of a Category IV airport I was responsible for operational issues, the mentoring and coaching, as well as the supervising and training of the security staff. It was my responsibility to ensure the performance and training of the personnel who provide the frontline security for passengers, the airplanes and the airport.

Armed officer with extensive training in nuclear law and regulations. Use of camera surveillance equipment, various component tasks requiring the use of electronic detection equipment, pat down searches, building, vehicle and bag, equipment searches, dispatch calls and information to the officers in the field and communications with CT State Police Barracks via radio and telephone. Cooperative work with unarmed industrial security officers. Monitor and annotate alarms using computer surveillance and security equipment. Ongoing walking and vehicle patrols as well as guard post assignments.

I reorganized and restructured the drop ship department making it profitable for S & S Worldwide. I successfully accomplished this goal by renegotiating terms and price with all the vendors making the terms and price more profitable for the company. I worked closely with the Shipping and Receiving department as well as the shipping departments of the vendors saving a considerable amount for S & S Worldwide in the area of shipping costs. I worked closely with the Customer Service Department to streamline and address customer service issues as they related to the drop ships so that they were addressed in a timelier manner, which caused more customer retention and customer satisfaction. With the restructuring of the drop ship department it became a profitable and successful department within the purchasing department.