Forward-thinking professional focused on delivering exceptional support for diverse needs. Strong ability to stay on top of demands in fast-paced environments. Quickly and effectively understand, documents and resolve customer concerns, driving satisfaction while meeting demanding business objectives. Maintain organized, clean, and safe work areas with diligent attention to detail. Proven willingness to take on any task to support the team and help the business succeed.
Skills
Customer service expert
High-energy attitude
Microsoft Office
Employee mentoring/training
Analytical thinking
Written communication
Problem resolution
Multitasking
Organization
Time management
Decision-making
Credit card processing
Inbound and Outbound Calling
Payroll
Workforce Management
Resource utilization
Quality control
Shipping and receiving
Education and Training
Penn Foster CollegeLittleton, ColoradoExpected in 2021 – –Bachelor of Arts:Business Management - GPA:
United States Air Force Veteran, Expected in – –Military:Logistics Management - GPA:
Employers CouncilDenver, CO, Expected in 03/2021 – –Professional Development:Human Resources Development - GPA:
Completed professional development class in interviewing, hiring, training and retaining employees. Also reviewed updated laws and regulations for both Federal and Colorado State Laws.
Experience
Mastec - Lead Customer Service Specialist Fort Walton Beach, FL, 03/2020 - Current
Maximize satisfaction by anticipating needs and consistently offering expert support.
Protect customer and company information with strict use of established security procedures.
Answer inbound calls to handle various concerns, set appointments, and process payments.
Triage incoming patients arriving for scheduled appointments or on emergent bases to route the case in an appropriate manner and to the appropriate technician.
Complete inquiries and follow up with clients to share findings and offer solutions.
Update records with all interactions and client transactions.
Answer clients' questions and address problems and complaints in-person and by phone to rectify issues promptly.
Balance cash drawer daily and perform all opening and closing duties.
Train new employees on company customer service policies and service level standards.
Improve productivity by providing CSR performance feedback for corrective action.
Work with senior-level management to create fair and consistent HR policies and procedures.
Assist senior-level management to compile standardized policies to maintain compliance with company guidelines and regulatory requirements.
Precious Cat, Inc - Customer Service Manager/Quality Control Technician City, STATE, 08/2017 - 03/2020
Achieved company customer service objectives through proper alignment of department policies with stated targets.
Boosted customer loyalty through initiatives to reduce customer effort, better resolve problems, and improve service delivery.
Contributed to effective decision-making with detailed reports on daily operations.
Controlled labor costs by streamlining workflow based on expected demands.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Developed open and professional relationships with team members, enabling better, more effective customer service.
Upheld high standards of quality control by regularly testing and calibrating products.
Documented nonconformities immediately and recommended techniques for prompt resolution.
Broadway Estates Veterinary Clinic - Practice Manager/Lead Technician City, STATE, 04/2011 - 06/2017
Delivered exceptional guest relations by welcoming visitors warmly and offering immediate assistance.
Contributed ideas for improving work processes.
Worked effectively with a diverse team to accomplish daily objectives and meet long-term goals.
Approached and solved work problems with initiative and sound judgment.
Performed payroll administration by organizing relevant data, including hours, absences, and bonuses.
Oversaw facility compliance, including verifying the presence of required federal and state postings.
Mentored and coached newly hired team members on office procedures and computer systems.
Checked entire office and waiting areas regularly to provide clean and organized surroundings.
Addressed any employee concerns immediately.
Ordered all supplies needed and kept tabs on inventory levels.
Motivated staff by offering direction and providing constructive feedback.
Created and maintained facility documents and records, maintaining accuracy while managing sensitive data.
Recruited well-qualified candidates to fill vacancies and offer residents unparalleled care.
Restrained and stabilized animals during examination and treatment to safeguard against accidental injuries.
Reviewed pet records from daily visits and appointments, entering all important data into system.
Interacted with clients regarding animal health, education on treatment protocols and general procedures.
Ordered all supplies needed for pharmacy and kept tabs on inventory levels and kept costs down by not over-ordering stock.
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School Attended
Penn Foster College
United States Air Force Veteran
Employers Council
Job Titles Held:
Lead Customer Service Specialist
Customer Service Manager/Quality Control Technician
