Hardworking Customer Service Representative with 3 years of experience working with customers to provide the best conference calls specific to their needs. Time management was crucial in order to be successful when managing multiple conferences, with knowledge of excel and proven multitasking abilities. Maintained professional relationships with clients to enhance business results.
Increased customer satisfaction by delivering effective support and guidance to resolve problems. Able to multitask and prioritize actions to manage incoming calls, emails and upcoming conference requirements. Good research, communication, and teamwork abilities.
A fast learner, able to understand new concepts in short order. I will never hesitate to ask questions and try to better my understanding of the industry and what is needed be successful.
Upon joining the Conference America team I picked up their system and processes very quickly, which lead to being added to the Adobe Webinar team. A position that added more customer interaction as well as more responsibilities.
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- Scheduled, set up, and was the lead operator on multiple conference calls for various companies several times per day. Calls may include Q&A sessions as well as disclaimers read for legal purposes for said company. Opening and closing speeches were read for every call, good enunciation was crucial.
- Created new account profiles as requested by the customer either through email or over the phone.
- Responsible for editing and providing detailed participant lists of conference calls to the customer utilizing Excel spreadsheet.
- Edited and compressed recordings of conference calls to be sent to the customer that same day using Adobe Audition.
- Worked directly with the customer to provide a smooth and well run conference calls devoid of issues.
- Responsible for establishing what the customer needed and transferring them to billing, new accounts manager, or the proper department that was appropriate for their inquiry.
- Provided live coverage for a conference call and fixed any sound issues on the spot as needed or would edit them out later if requested.
- Experience with running Adobe Webinars for various companies with possible power point presentations, polling, Q&A, and transitions.
- Edited and provided the customer with an MP4 of their webinar as requested.
- When not lead operator on a conference responsibilities included answering callers looking for their conference call and joining them to the proper call using their custom pass code. At times thousands of people needed to be joined to calls within their allotted times.
- Avoided many issues that plagued other operators during the busiest times by being thorough and quadruple checking everything in a timely fashion.
- The environment can be described as high stress with actions needing to be taken within seconds to satisfy customer demands.
- Trained multiple operators on what was necessary to excel at the job.
- Responsible for opening the bar for patrons which included: setting up the registers with the appropriate money, restocking beverages, bar utensils, and cleaning for open.
- Responsible for closing the bar which included: cleaning the bar, counting down each drawer and depositing money in the bar safe, and making sure patrons had appropriate transportation home.
- Polished glassware, bussed tables and removed trash to keep customer areas clean.
- Kept inventory and notified the owner of ordering needs for liquor, beer, wine and bar supplies.
- Heavy interaction with customers to figure out what cocktail or beverage would suit their tastes. Also used these opportunities to sell special beverages to increase profits.
- Helped co-manage Sand Bar for the summer that entailed inventory help and acquiring other needs for the bar.
- Maintained secure cash drawers, promptly resolving discrepancies for accuracy.
- High volume, high stress situations were normal and utilized organizational and multitasking abilities to handle simultaneous customer, team, and business needs while avoiding unnecessary delays.
- Trained multiple servers and bartenders on the Ins and Outs of the establishment, setting them up for optimal success for the team.
- Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer issues by verifying meals before they were served.
- Collected credit card, cash, and gift certificate payments and dispensed change for cash transactions.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Upsold items such as appetizers and mixed drinks to enhance sales numbers.
- Monitored guests for intoxication and immediately reported concerns to management, contributing to a safe and welcoming environment for all patrons.
- Created orders, documented special requests and followed up with kitchen personnel to maintain quality service and minimize complaints.
- Responsible for clearing tables, trash, dishes, and clearing all bar bus tubs to maintain clean facilities.
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Resume Overview
School Attended
- Robert E. Lee High School
- Southern Union State Community College
Job Titles Held:
- Customer Service Representative/Conference Coordinator
- Bartender
- Busser/Server
Degrees
- High School Diploma
- No Degree
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