Personable and dedicated Customer Care Advocate with extensive experience in conflict resolution and relationship building with customers, operators and other professionals.
Solid team player with upbeat, positive attitude and proven skills in establishing rapport.
Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Detailed focus to increase and retain long-term customers.
Consistently friendly and professional when handling diverse customer needs in high-volume call center environment and resolving customer concerns and inquiries.
Skilled at precisely documenting call details, actively listening to any party on the other end of the conversation and preparing reports. Well-versed in providing helpful answers and relevant information to retain customers and exhibit loyalty to the Brand by backing our operators.
Skills
Customer-centric orientation paired with maintaining a sound Wendy's business mind
Adaptive team player
High-energy attitude
Exceptional written and oral communication skills
Organized self-starter
Knowledgeable of restaurant operations
Experience
08/2015 to Current
Senior Customer Care AdvocateAmerican Addiction Centers – Akron, OH,
Maximized revenue by proactively building and managing key customer relationships.
De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Addressed incoming customer inquiries and complaints and facilitated timely resolutions, increasing customer satisfaction.
Researched resolutions, contacted necessary departments and responded back to customer by phone, mail or email as follow up.
Supervised and motivated customer care advocates to maximize business performance.
Exhibited professionalism, composure and discretion while expediting or resolving customer related concerns and issues.
07/2003 to 07/2015
Special Needs Educator, Dublin City Schools – City, STATE,
Conducted small group and individual classroom activities with students based on differentiated learning needs.
Delivered specialized classroom instruction to students with developmental disorders.
Organized and prepared instructional materials and reports to facilitate student learning.
Encouraged student empathy of others to build confidence and improve self-image.
Fostered positive and trusting relationships with students, parents and other educators.
06/1999 to 06/2008
Owner, Operator Horse Boarding FacilityPleasant Valley Stables – City, STATE,
Negotiated with all equestrian-related vendors to gain optimal pricing on products resulting in increases in profit margin.
Assessed, optimized and elevated operations to target current and expected demands.
Maintained equipment and systems in good working order by implementing preventative maintenance schedules.
Maintained ongoing professional relationships with the boarders, which often included conflict resolution skills. For ex, assuring boarders that rate hikes were justified and leveraging hostile boarder relationships successfully with exceptional listening and communication skills, to name a couple.
07/1995 to 03/1997
Training CoordinatorTelhio Credit Union Inc. – City, STATE,
Designed and rolled out brand new training program and curriculum development as the first training coordinator for Telhio Credit Union.
Managed training calendars to inform participants of upcoming training.
Delivered impactful training specifically to the credit union industry employees on an ongoing basis regarding a wide variety of topics.
Trained and developed departmental employees on software systems, platforms, banking regulations, courier protocols and inventory tracking systems, to name a few.
Education and Training
Expected in 06/1990
Bachelor of Arts: Psychology The Ohio State University - Columbus, OH, GPA:
Alpha Delta Pi Sorority Member
Expected in 09/1998
Master of Arts: Counseling Education University Of Dayton - Dayton, OH, GPA:
Thesis: Instilling and Fostering Confidence in Children
Accomplishments
Known for routinely developing rapport with escalated customers and making every attempt to minimize the overall cost to the company through effective use of a variety of resolution techniques.
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