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EMAIL AVAILABLE PHONE NUMBER AVAILABLESummaryAmbitious Customer Service professional offering excellent supervisory and performance-assessment skills. Versed in pacifying dissatisfied customers and utilizing effective listening skills. Proven history of reliability, professionalism and conflict resolution. Detailed Customer Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication are highly valued. Skills Multitasking Problem resolution Time management Critical thinking Active listening Conflict resolution Customer service Organization Computer skills Troubleshooting Leadership People skills Data management Responsible Transparency Empathy Integrity InnovativeExperienceLTD, Human Resources Technician 03/2022 - 06/2024 Multnomah County, Portland, OR. Spearheaded NeoGov Decommissioning Project for DCM, NON-D and JOHS, HR departments. Exported all required documentation from NeoGov to place in the employee personnel file. Create missing personnel files for those hired within the past two years. Create termination files for those whos employment has been terminated within the past two years. Archive termination files from 2019 - 2020. Create a personnel file document outlining which documents are to be placed in the employee's physical file and which documents will be placed in Workday. Organize and restructure file room and the file room process. Monitor Workday and Leave Department inboxes. Backup Time and Leave partner. Pull biweekly Time and Absence reports and audit for accracy. Customer Service Representative II 07/2018 - 3/2022 Department of Health and Welfare Boise, Idaho Assess customer account information to determine current issues and potential solutions. Deliver fast, friendly, and knowledgeable service for routine questions and service complaints. Assist customers by answering questions, addressing concerns, and providing current account information. Managed customer conflicts and challenging situations by staying calm and accessing internal resources to develop strategic solutions. Processed customer account changes using proprietary software. Consulted with customers regarding needs and addressed concerns. Processed and classified customer documents provided for benefit applications and reporting changes. Worked with community partners to assist customers with obtaining the benefits and resources needed to help them become self reliant. Front End Person in Charge/Auditor/Teller/Service Desk 11/2013 - 09/2018 Fred Meyer Boise, ID Delegated work to employees based on shift requirements, individual strengths and unique training. Resolved customer problems by investigating issues, answering questions and building rapport. Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention. Managed opening and closing procedures by reconciling sales records and cash transactions with software. Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies. Managed customer complaints and rectified issues to complete satisfaction. Addressed and welcomed a large volume of guests to business per day, improving overall customer service and engagement. Mentored employees and instructed on management of complicated sales, complex issues and difficult customers. Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions. Connected with customers daily to understand needs. provide assistance and collect feedback to optimize operations. Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.GUEST SERVICES MANAGER 07/2007 - 07/2013Mt.Hood Skibowl - Government Camp, OR Provided end-of-month audits of resort to upper management as required. Juggled multiple projects and tasks to ensure high quality and timely delivery. Demonstrated leadership by making improvements to work processes and helping to train others. Resolved interpersonal conflicts by listening, finding common ground and building relationships. Kept team on track by assigning and supervising their activities and giving constructive feedback. Exceeded customer satisfaction by finding creative solutions to problems. Provided IT and software trouble-shooting support to the rest of the organization. Evaluated operational trends and proactively adjusted strategies to maintain alignment between performance and objectives. Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability Assigned tasks to associates to fit all levels and maximize team performance. Established and created training programs to enhance employee knowledge of best practices, resulting in improved employee and customer satisfaction. Conducted inventory counts by assessing the current state of inventory integrity against target accuracy levels and tracking variances. Aided in negotiation with vendors and suppliers to reduce overall costs. Maintained ongoing system for development, recruitment, recognition and retention of store crew and management, Recruited and hired qualified candidates to fill open positions. Greeted and encouraged feedback from customers to implement in-store operational changes. Completed thorough opening, closing and shift change functions to maintain operational standards each day. Forecasted trends in expected business levels and adjusted labor and inventory to match expectations. Treated associates with fairness and respect, providing recognition of accomplishments. Interacted with prospects and customers at various events, including trade shows. seminars and workshops. Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations. Developed and mentored team members to provide hospitable, professional service while adhering to established Service models. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service Recruited, hired and trained new employees, including monitoring and review of individual performance, Oversaw efficient receiving and inventory management to keep stock within optimal levels. Analyzed operations and market data to assess areas in need of improvement and capitalize on changing conditions. Education and TrainingNampa Christian Schools - Nampa, ID High School Diploma 05/1992 Portland Community College- Portland, OR Some College - General Education 2003 - 2005 |
