Personable and dedicated Customer Service Representative with extensive experience in the service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
Efficient and Detail-Oriented
Building Customer Trust and Loyalty
Calm and Professional Under Pressure
Understanding Customer Needs
Upbeat and Positive Personality
Courteous with Strong Service Mindset
Responding to Difficult Customers
Creative Problem Solving
Customer Account Management
Customer Retention Strategies
Issue and Complaint Resolution
Upselling Products and Services
Verbal and Written Communication
Customer Data Confidentiality
De-escalation Techniques
POS Systems and Ordering Platforms
Multitasking and Prioritization
Order and Refund Processing
Data Entry and Maintenance
Cultural Awareness and Sensitivity
Team-Oriented and Cooperative
Excellent Attention to Detail
Proactive Self-Starter
Billing Adjustments and Refunds
Merchandise Orders and Exchanges
Regulatory Compliance
Refunds and Returns Management
LiveChat Messaging
Microsoft Office Suite
Complex Product Knowledge
Administrative and Office Support
Inbound and Outbound Calling
Time Management
Inventory Management
Patient and Empathetic
Call Volume and Quality Metrics
Document and Records Management
Multi-Line Phone Systems
Inter-Department Collaboration
Establishing and Maintaining Customer Relationships
Invoice Preparation and Processing
Education and Training
University of PhoenixTempe, AZExpected in 09/2012 – –Associate of Science:Health Administration - GPA:
Experience
Carmax - Customer Service Representative Cleveland, OH, 02/2021 - Current
Educated customers on special pricing opportunities and company offerings.
Documented conversations with customers to track requests, problems and solutions.
Assisted customers in making payments on accounts and setting up payment plans.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Upheld strict quality control policies and procedures during customer interactions.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Assessed customer account information to determine current issues and potential solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Consulted with customers to determine best methods to resolve service and billing issues.
Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
Assessed customer needs and upsold products and services to maximize sales.
The One Group - Assistant Manager Hoboken, NJ, 10/2016 - 02/2021
Delegated daily tasks to team members to optimize group productivity.
Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
Directed and led employees, supervising activities to drive productivity and efficiency.
Organized schedules, workflows and shift coverage to meet expected business demands.
Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
Completed inventory audits to identify losses and project demand.
Planned and prepared workflow schedules, delegating tasks for 15-member team.
Managed personnel scheduling, facilitating adequate coverage to meet demand.
Oversaw team development according to industry service standards to further customer loyalty.
Enhanced sales by implementing merchandising and promotional improvements.
Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
Milestone Retirement Communities - Server Trainer Thousand Oaks, CA, 09/2013 - 10/2016
Educated waiters on menu, memorization strategies and how to convey information in positive and upbeat manner.
Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
Instructed new staff members on food handling procedures and service techniques.
Calculated charges, issued table checks and collected payments from customers.
Performed continuous reviews of wait staff and provided feedback directly to team members as well as managers.
Maintained operations in full compliance with alcohol service standards and legal requirements to prevent incidents of overserving or underage drinking.
Provided exceptional service to high volume of daily customers.
Watched new staff for concerns such as drug use and card skimming.
Trained new employees on service standards and menu items to improve onboarding processes.
Resolved guest issues related to food quality, service times and incorrect orders.
Multitasked effectively to deliver menu items to guests in timely manner.
Performed side work such as cleaning, restocking, polishing silverware and preparing tables for next shift.
Partnered with other servers to manage service to large parties such as receptions and banquets.
Delivered positive guest experiences to 30+ tables through exceptional service.
Bussed tables and removed unnecessary items to facilitate positive experiences.
Promoted specials and seasonal items with detailed descriptions of dishes.
Informed guests on recipes with attention to particular allergens.
Prepared coffee, tea, soda and other nonalcoholic beverages for guests.
Cardinal Health - Pharmacy Technician Pueblo, CO, 09/2007 - 09/2012
Teamed with peers, technicians and pharmacists to prioritize and complete orders.
Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
Interpreted and processed medication orders under supervision of pharmacist.
Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory.
Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
Transmitted claims to insurance companies for payment and reconciled EOBs.
Participated in prescription pharmaceutical and over-the-counter product inventory audits.
Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises.
Maintained clean and organized pharmacy shelving and work areas.
Verified patients' identities at pickup to prevent sale of wrong medications.
Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts.
Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
Efficiently processed cash register transactions for new and refilled prescription orders.
Prepared prescription labels, promoting accuracy in medication administration and dosing.
Adhered to regulatory guidelines for workplace safety and customer confidentiality.
Worked with insurance companies to process claims, resolve problems and obtain payments.
Established and updated patient profiles, including lists of medications and insurance details.
Consulted with customers via telephone or in-person to assist with navigating pharmacy systems and completing requests.
Received, reviewed, dispensed and labeled over 100 prescriptions daily.
Requested scripts from doctors and verified insurance and coding.
Merchandised related products to drive pharmacy department sales.
Created new customer profiles and updated changes such as demographics, allergies and new medications in pharmacy computer systems.
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