Edwin Skinner

• Assisted customers in placing orders, resolving issues and solving problems.
• Assisted sales reps in getting customer orders input, resolving issues and solving problems.
• Handled various tasks as directed by supervisors, including: account setup adjustments; making changes to orders; communicating pertinent order and/or delivery info to both customers and sales reps; worked with warehouse personnel to ensure proper order details were in place for truck (delivery) routing.
• Delivered corrected invoices to customers/sales reps after delivery or pricing errors were identified.
• Entered return authorizations for items delivered incorrectly.
• Handled routine customer requests efficiently while ensuring satisfaction.
• Provided feedback on common customer concerns, contributing to process improvement discussions.
• Adapted quickly to new tools and technologies for better customer interaction management.
• Developed strong relationships with clients and sales representatives, resulting in repeat business and positive feedback.
• Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
• Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
• Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
• Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
• Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
• Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
• Multitasked to handle diverse customer needs in a high-volume setting, prioritizing tasks to keep up with challenging deadlines.
• Resolved customer complaints with empathy and patience, restoring client confidence in company.
• Prior to the Customer Support Specialist job, I held the Office Manager position at Brame in our Rocky Mount, NC, location. I held this position until all supervised positions were phased out, moving then to customer service.
• Prior to working as Office Manager, I worked for 10 years as an Outside Sales Representative, providing a strong product knowledge base and a clear understanding of customer needs.

Handled a large territory, across eastern and central North Carolina into southeastern Virginia.

• Worked designated accounts on a two-week loop.
• Maintained and inventoried the music and video departments in local box retailers.
• Information gathered during these bi-weekly inventories was then transmitted to the corporate office, generating orders for the respective locations.

Worked as support in the Attorney General's grant-funded Safe Neighborhoods Initiative, and office of six, including four field operatives. Duties included:

• Publication of a quarterly newsletter.
• Editing of all internal/external written communications, including e-mails, memos, letters and speeches.
• Creation of documents for field personnel, including pamphlets, brochures and basic, bulleted documents for distribution at field events around the state, detailing our office's mission.
• Speech writing.
• As needed, I assisted with and attended field events around the state, preparing all needed written documents for distribution and helping with booth/kiosk setups.
• Communicated with law enforcement and community groups across the state, in preparation of subsequent meetings or trainings as performed by the field staff.

• A start-up by mom-and-pop owners, I was the only daytime employee in this new business. The owners worked evenings, after traveling to Jacksonville from their long-standing initial location in Greenville, NC.
• Job duties as described would include hiring, training and supervising staff, handling scheduling and payroll for the new Jacksonville site, and ensuring through merchandizing and product placement an environment conducive to high sales.
• Unfortunately, at the time of my departure in March 1995, I remained the only daytime employee, as the store never caught on in the more volatile Jacksonville, NC, market.

(Note: I worked for three employers here, as buyouts and transitions took place over the seven-year run. Initially, I worked for The Record Bar, then transitioned to Tracks Music & Video and, finally, to Blockbuster Music. The run as store manager began during the Tracks Music & Video era.)

Duties included:

• Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
• Managed inventory control, cash control, and store opening and closing procedures.
• Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
• Led store operations, ensuring efficient workflow and adherence to company policies.
• Trained and mentored staff, fostering a culture of teamwork and continuous improvement.
• Implemented visual merchandising strategies that elevated brand presence and attracted customers.
• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Assisted with hiring, training and mentoring new staff members.
• Improved customer satisfaction through staff training in customer service and product knowledge.
• Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
• Completed point of sale opening and closing procedures.
• Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
• Rotated merchandise and displays to feature new products and promotions.
• Maximized sales by creating innovative visual merchandising displays and store layouts.
• Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
• Approved regular payroll submissions for employees.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
• Supervised guests at front counter, answering questions regarding products.
• Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
• Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
• Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
• Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
• Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
• Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
• Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
• Developed a successful employee retention plan, reducing staff turnover rates significantly.
• Oversaw daily operations to ensure compliance with health and safety standards, maintaining safe environment for both staff and customers.
• Enhanced employee performance and satisfaction by establishing clear goals and providing regular feedback.
• Streamlined communication between staff and management, ensuring that all team members were informed of policy changes and promotions.
• Cultivated strong team by hiring motivated individuals and fostering collaborative workplace, leading to improved store performance.
• Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
• Fostered culture of excellence and accountability among staff, resulting in higher employee morale and lower turnover rates.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Interacted well with customers to build connections and nurture relationships.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Assisted in recruiting, hiring and training of team members.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Reported issues to higher management with great detail.
• Supervised creation of exciting merchandise displays to catch attention of store customers.