Caitlyn Drewry
Customer Service Representative
Jarratt
Summary
Dynamic customer service professional with a proven track record at Standard Motor Products, Inc., excelling in complaint resolution and relationship building. Adept at enhancing customer satisfaction through active listening and problem-solving, I consistently achieve performance goals while fostering a positive team environment. Skilled in Microsoft Excel and dedicated to continuous improvement.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Standard Motor Products, Inc.
03.2021 - Current
- Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhance customer satisfaction by promptly addressing concerns and providing accurate information.
- Respond to customer requests for products, services, and company information.
- Achieves normal output standards, continuously achieves performance goals and manages time effectively; is an important contributor to the successes of the department, division or location; and makes a substantial contribution to the continued growth of the company.
- Detail-oriented and produces high quality, accurate work, in a timely manner; does not neglect details of a task assigned to them; provides reliable and consistent material pertaining to the needs of the department or company; and seeks creative alternatives and ideas to achieve positive outcomes.
- Creative thinker that reexamines traditional strategies and practices, and proactively look for new ideas and ways to improve products, services, and work processes.
- Seeks out new information to advance knowledge and keep skills relevant; I take initiative to learn.
- Collaborate with team members to develop best practices for consistent customer service delivery.
- Provide coaching and mentoring to new hires, contributing to their successful integration into the team.
- Address customer inquiries to ensure satisfaction and foster positive service experience.
- Boost team morale by consistently recognizing colleagues' contributions and achievements.
- Negotiate solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintain up-to-date knowledge of product and service changes.
- Deliver prompt service to prioritize customer needs.
- Promptly respond to inquiries and requests from prospective customers.
- Develop highly empathetic client relationships and earned reputation for exceeding service standard goals.
Barista
Starbucks
05.2018 - 12.2020
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Maintained regular and consistent attendance and punctuality.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
- Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
- Adapted quickly to high-volume periods by efficiently managing tasks and delegating responsibilities among team members.
Education
Bachelor of Science - Elementary Education
Virginia Union University
Richmond, VA12-2020
High School Diploma -
Sussex County High School
Sussex, VA 05.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Call management
Adaptability and flexibility
Complaint resolution
Time management
Data entry
Customer relations
Data collection
Problem resolution
Critical thinking
Team collaboration
Microsoft Excel
Appointment scheduling
Computer proficiency
Paperwork processing
Task prioritization
Complaint handling
Relationship building
Microsoft outlook
Customer education
Documentation
Sales expertise
Coordination
Administrative support
Order processing
De-escalation techniques
Prioritization
Timeline
Customer Service Representative
Standard Motor Products, Inc.
03.2021 - Current
Barista
Starbucks
05.2018 - 12.2020
High School Diploma -
Sussex County High School
05.2001 -
Bachelor of Science - Elementary Education
Virginia Union University