MsHoneybee

Customer service and operations professional with over 8 years of experience supporting customers in telecommunications, retail, and leadership environments. Skilled in resolving complex customer issues, managing escalations, verifying customer information, maintaining data privacy standards, and delivering high-quality service across chat and in-person channels. Experienced working in fast-paced, performance-driven environments with a strong focus on compliance, customer satisfaction, problem-solving, and accurate documentation.

Chat Repair - Charter Communications

(2025-01)

• Provide real-time chat support to customers experiencing internet, phone, and service-related issues.
• Troubleshoot technical concerns using guided workflows, internal support systems, and knowledge management tools.
• Authenticate customer accounts and verify sensitive information while adhering to company privacy and security policies. Dealt with HIPAA-like privacy requirements and customer data protection training.
• Handle escalated customer interactions, service disruptions, billing-related concerns, CRM systems such as Salesforce, Siebel, ServiceNow, or proprietary platforms and complex troubleshooting scenarios with professionalism and empathy.
• Document customer interactions, resolutions, and troubleshooting steps accurately to ensure compliance and continuity of service.
• Utilize digital support tools and automated workflows to improve efficiency, reduce resolution times, and enhance customer experience, such as Use of Copilot, GenAI, or AI-generated summaries.
• Collaborate with technical support teams and leadership to resolve customer issues requiring advanced assistance.
• Consistently meet performance goals related to customer satisfaction, quality assurance, and productivity.

Key Holder / Assistant Manager - Rue 21 - Raleigh, NC

(2024-01 - 2025-12)

• Helped drive sales and meet store performance goals by delivering excellent customer service and supporting daily sales initiatives.
• Supported loss-prevention practices, maintained accurate records, and followed company procedures related to safety, security, and inventory control.
• Assisted with training and coaching team members on customer service, sales expectations, operational procedures, and company policies.
• Monitored merchandise presentation, replenishment, shipment processing, and overall store organization to support sales and brand standards.
• Managed cash handling, register operations, deposits, returns, exchanges, and transaction accuracy in accordance with company policies.
• Handled escalated customer concerns, resolved service issues professionally, and supported management in maintaining positive customer relationships.
• Supervised and supported associates during shifts, delegated tasks, provided direction, and helped maintain a productive, customer-focused environment.
• Opened and closed the store, secured the building, completed closing procedures, and ensured the sales floor was prepared for business.
• Assisted with daily store operations and served as a member of the leadership team, supporting management with sales, customer service, and operational goals.

Assistant Manager - Love Culture

(2018-01 - 2022-12)

Led daily store operations while supporting sales performance and customer satisfaction goals. Handled escalated customer concerns and resolved complex service issues to maintain positive customer relationships. Trained, coached, and supervised team members on customer service standards, operational procedures, and company policies.

Managed cash handling, register audits, and sensitive financial transactions with accuracy and accountability. Maintained detailed operational records and ensured compliance with company procedures and loss-prevention standards. Assisted with employee scheduling, performance management, and staff development.

Oversaw inventory management, merchandise replenishment, and shipment processing in a high-volume retail environment. Fostered a customer-focused culture while consistently meeting operational and sales objectives.

Area Supervisor - Walmart

(2014-01 - 2017-12)

Supervised daily operations in toys and photo lab while leading a team in delivering exceptional customer service and operational excellence. Resolved customer complaints, escalations, and sensitive service issues in a professional and timely manner. Trained and coached associates on company policies, customer service standards, compliance requirements, and operational procedures.

Managed confidential customer photo orders and transaction records while maintaining accuracy and attention to detail. Oversaw cash management, financial transactions, inventory controls, and operational reporting. Maintained compliance with company policies and procedures while ensuring a secure and customer-focused environment.

Utilized problem-solving and decision-making skills to improve customer satisfaction and department performance. Collaborated with leadership and cross-functional teams to achieve operational goals and service excellence.

Associates - Monroe College (2013-12)