Summary
Overview
Work History
Education
Skills
Timeline
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Abigail Hopkins

Luke

Summary

Dynamic Customer Service Executive with a proven track record at PitStop LLC, excelling in customer engagement and complaint handling. Adept at implementing process improvements and mentoring teams, enhancing satisfaction and loyalty. Skilled in payment management and maintaining composure under pressure, driving operational excellence and fostering strong customer relationships.

Professional with strong background in customer service, ready to deliver impactful results. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Proficient in conflict resolution, CRM systems, and multi-channel support.

Overview

11
11
years of professional experience

Work History

Customer Service Executive

PitStop LLC
07.2018 - Current
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
  • Managed customer accounts, ensuring accurate updates and prompt issue resolution.
  • Developed and implemented process improvements to streamline service operations.
  • Analyzed customer feedback, identifying trends to inform service enhancements.
  • Mentored junior staff, fostering a culture of continuous improvement and excellence in service delivery.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Processed cash transactions efficiently, ensuring accuracy and minimizing discrepancies.
  • Managed cash drawer, balancing daily totals with meticulous attention to detail.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Prepared bank deposit slips accurately and efficiently for submission to financial institutions on a daily basis.
  • Completed transactions, exchanges and returns to support payment processing.
  • Processed cash, credit and touchless transactions to fulfill customer orders.
  • Maintained store appearance and organization, enhancing the shopping experience for customers.
  • Developed strong relationships with vendors to ensure timely deliveries and negotiate favorable pricing deals.
  • Completed daily paperwork on sales reporting, banking and payroll reporting.
  • Balanced multiple priorities simultaneously during peak business hours without sacrificing quality or customer satisfaction levels.

Store Manager

Maryland Park Service
04.2019 - 01.2025
  • Directed daily store operations, ensuring optimal inventory management and customer service excellence.
  • Trained and mentored staff, fostering a collaborative team environment and enhancing employee performance.
  • Implemented visual merchandising strategies to maximize product visibility and enhance customer engagement.
  • Analyzed sales data to identify trends, informing strategic decisions for inventory replenishment and promotional activities.
  • Developed staff schedules, optimizing workforce efficiency while maintaining labor cost controls.
  • Resolved customer complaints effectively, enhancing overall satisfaction and loyalty to the store brand.
  • 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.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • 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.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Supervised guests at front counter, answering questions regarding products.
  • Led daily store operations, ensuring optimal customer service and efficient workflow.
  • Managed cash handling processes, ensuring accuracy and compliance with company policies.
  • Oversaw daily reconciliation of cash drawers, identifying discrepancies and implementing corrective measures.
  • Assisted in inventory management by tracking supplies and maintaining optimal stock levels for operations.
  • Balanced safe, prepared tills, and prepared register bags for next sales date.
  • Prepared bank deposits, ensuring proper accounting practices were followed for secure fund transfers.
  • Investigated discrepancies of cash register and POS System totals to resolve errors.

Store Team Member

Maryland Park Service
04.2014 - 04.2019
  • Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
  • Assisted with inventory management, ensuring accurate stock levels and timely restocking.
  • Maintained store appearance by organizing merchandise and ensuring cleanliness standards.
  • Processed transactions accurately, providing customers with prompt payment solutions.
  • Increased customer satisfaction by providing exceptional service and promptly addressing concerns.
  • Organized and recovered shelves, put away returns, and cleaned spills and messes to maintain high standards throughout sales floor.
  • Interacted positively with team members and customers to promote commitment to organization's vision and values.
  • Used computer and point of sale system knowledge to process transactions, perform product lookups and verify inventory availability.
  • Participated in ongoing training programs to stay current on company policies, procedures, and product knowledge.
  • Assisted colleagues during busy periods or when covering absences so that the optimum level of staffing was maintained at all times.
  • Streamlined checkout process, accurately handling cash transactions and maintaining balanced registers.
  • Used cash register to tally purchases, collect payment and execute fast and friendly check-out experiences.
  • Welcomed guests with a friendly demeanor, enhancing their overall experience.
  • Assisted visitors with inquiries, promoting a positive atmosphere and ensuring satisfaction.
  • Provided information about services and events, facilitating informed guest interactions.
  • Monitored visitor flow during peak times, ensuring timely service and reducing wait times.

Education

Bachelor of Arts - Strategic Communications

Pennsylvania State University
University Park, PA

Business

Southern Garrett High School
Oakland, MD
06-2014

Skills

  • Team collaboration
  • Customer engagement
  • Customer relationship management
  • Complaint handling
  • Online chat and email
  • Call center experience
  • Live chat support
  • Payment management
  • Troubleshooting
  • Customer service
  • Computer skills
  • MS office
  • Calm and professional under pressure

Timeline

Store Manager

Maryland Park Service
04.2019 - 01.2025

Customer Service Executive

PitStop LLC
07.2018 - Current

Store Team Member

Maryland Park Service
04.2014 - 04.2019

Bachelor of Arts - Strategic Communications

Pennsylvania State University

Business

Southern Garrett High School

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Abigail Hopkins