Dane Lauren Ffolkes
Kingston
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Sales & Business industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Mailpac Services Ltd
01.2020 - 02.2022
- Streamlined call center processes for improved efficiency and reduced wait times.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Updated account information to maintain customer records.
Warehouse Assistant
Mailpac Services Ltd
01.2019 - 02.2020
- Maintained clean workspace consistently; keeping aisles clear from obstructions promoting workplace safety.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Processed cargo manifests, calculated charges, and coordinated all areas of freight release.
- Worked with vendor-specific websites to set up and track shipments.
- Executed the day-to-day shipments originated and/ or handled by the operations department
Store Manager
First Choice Sports Apparels
01.2018 - 01.2019
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Assisted with hiring, training and mentoring new staff members.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Supervised guests at front counter, answering questions regarding products.
Store Supervisor
Sports Craze Distributors LTD
01.2015 - 09.2018
- Researched issues to obtain appropriate answers to customer inquiries.
- Answered questions about store policies and addressed customer concerns.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Increased customer loyalty with exceptional service quality, addressing concerns promptly, and offering personalized solutions when appropriate.
Store Clerk/Sales Cashier
Azan Discount Fabric LTD
01.2009 - 04.2015
- Responded promptly to customer inquiries via phone or email, providing accurate information and resolution as necessary.
- Participated in regular staff meetings to discuss challenges, successes, and opportunities for improvement within the store environment.
- Increased repeat business through exceptional customer service that fostered loyalty among patrons.
- Performed inventory control, such as counting, and stocking merchandise.
- Learned duties for various positions and provided backup at key times.
- Processed credit, debit and cash transactions correctly to obtain full payment of customer purchases.
- Maintained current knowledge of promotions, discounts, and special offers in order to provide accurate information to customers.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Processed refunds and exchanges in accordance with company policy.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Performed routine price checks to ensure pricing accuracy throughout the store, reducing potential discrepancies at checkout.
- Managed returns and exchanges efficiently, resolving customer issues promptly while adhering to store policies.
- Used POS system to enter orders, process payments and issue receipts.
Education
Graphics Design
Garmex HEART Academy
13 Marcus Garvey Drive, Kingston08.2013
High School Diploma -
Central High School
23 Sevens Road, May Pen, Clarendon05.2006
Skills
- Sales expertise
- Adaptability
- Customer service orientation
- Shipping and Logistics
- Employee Coaching
- Product and service knowledge
- Computer Skills
- Paperwork Processing
- Multitasking Abilities
- Attention to Detail
- Strategic thinker
- Team Leadership
References
- Ms. Stephanie Nelson, Lot 809 Seaview Garden Phase 1, Kingston 11, (876) 852-2629, Manager
- Hohan Harris, 1 Shelly Avenue, Duhaney Park, Kingston 20, (876) 359-7885
Hobbies
- Playing Video Games
- Playing Football
- Man of Faith
- Prayer Meetings
- Surfing the Webb
Timeline
Customer Service Representative
Mailpac Services Ltd
01.2020 - 02.2022
Warehouse Assistant
Mailpac Services Ltd
01.2019 - 02.2020
Store Manager
First Choice Sports Apparels
01.2018 - 01.2019
Store Supervisor
Sports Craze Distributors LTD
01.2015 - 09.2018
Store Clerk/Sales Cashier
Azan Discount Fabric LTD
01.2009 - 04.2015
Graphics Design
Garmex HEART Academy
High School Diploma -
Central High School
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