Lisa Russell
Fuquay-Varina
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
22
22
years of professional experience
Work History
E-Commerce Sales Associate
General Electric Appliances
04.2022 - Current
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new,
- Solved customer challenges by offering relevant products and services.
- Handled customer inquiries and suggestions courteously and professionally.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Built relationships with customers to encourage repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Utilized Salesforce and Medallia software to manage interactions and track customer satisfaction
- Entered order in EBS as well as Big Commerce for consumers
- Answered consumer questions and concerns on GE Appliances Ask and Answer platform
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Participated in team meetings and training sessions regularly for continuous professional development within the industry.
- Enhanced revenue by consistently exceeding personal sales targets through effective customer engagement and product knowledge.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Teller
Wells Fargo
09.2015 - 05.2021
- Assist customers with deposits, withdrawals, loan payments, automobile payments, cash advances from credit cards, and mortgage payments
- Cash checks, create cashier’s checks as well as money orders
- Answer calls as well as answer questions from customers in person referring to bank services
- Manage risk management in every transaction and detect fraudulent transactions to prevent loss, balance cash and coin in cash drawer and vault at end of each shift
- Help with sales and assisting customers to acquire their financial goals.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
Cashier
Kohls Fuquay Varina
11.2011 - 10.2014
- Assisted customers with product location and pricing, , merchandised freight, organized departments, price changes, sku research, as well as assisted customer in applying for credit card and discount card to promote sales
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Helped customers complete purchases, locate items and join reward programs
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance
- Lifted up to 25 pounds at once
Team Leader, Inside Sales
Silver Line Windows
03.2003 - 06.2009
- Worked as Lead in high volume call center for one of the nation’s largest vinyl window manufacturers
- Assisted outside sales with growth of sales with strong customer relations
- Managed $35,000,000 account was top in my company for customer service, sales personnel sought out to get things accomplished when other avenues failed
- Demonstrated strong customer focus by assisting customers in billing, shipping, and order entry issues
- Actively sought out by customers corporate office to be main contact for resolution of any issues
- Managed customer complaints and assisted in timely resolution of issues
- Successfully updated customer inventory by entering quotes, checking EDI orders, and entering SKU numbers and entered orders
- Coordinate scheduling, shipping, and damages with seven satellite plants that resulted in overall effectiveness of customer orders
- Proven ability to cultivate relationships with outside salesmen to ensure maximum customer satisfaction.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
- Coordinated weekly meetings for internal and external groups.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Initiated timely response to emails, voicemails and written correspondence.
- Implemented new working processes to deliver multiple improvements.
- Built strong relationships with customers through positive attitude and attentive response.
- Cross-trained and provided back up for customer service managers.
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Led team of 5 members while providing exceptional customer service
Education
High School Diploma -
Bayonne High School
06.1991
Skills
- Attention to Detail
- Verbal and Written Communication
- Data Entry
- Relationship Building
- Discrepancy Resolution
- Information Processing
- Customer Service-Oriented
- Task Prioritization
- Problem Solving
- Team Leadership
- Decision Making
- Courteous with Strong Service Mindset
- Creative Problem Solving
- Data Entry and Maintenance
Timeline
E-Commerce Sales Associate
General Electric Appliances
04.2022 - Current
Teller
Wells Fargo
09.2015 - 05.2021
Cashier
Kohls Fuquay Varina
11.2011 - 10.2014
Team Leader, Inside Sales
Silver Line Windows
03.2003 - 06.2009
High School Diploma -
Bayonne High School
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