Director of Operations - Hedges Landscaping, LLC - Louisville, KY
(2018-10)
- Developed systems and procedures to improve operational quality and team efficiency.
- Established strong partnerships with vendors and suppliers ensure alignment with business requirements.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Delivered exceptional customer experiences with constant communication at the beginning, during and end of project.
- Enhanced employee engagement by developing training programs and promoting professional development opportunities.
- Managed multiple crews for successful completion of projects, resulting in increased productivity.
Call Center Representative - Spectrum Business - Louisville, KY
(2018-02 - 2019-08)
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Processed debit and credit card and electronic check payments.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Approved and terminated customer contracts upon request.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Call Center Representative - AT&T Call Center - Louisville, KY
(2016-02 - 2017-07)
- Ensured business continuity during unforeseen events such as Winter Storms.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Approved and terminated customer contracts upon request.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Investigated and resolved accounting, service and delivery concerns.
- Developed and updated databases to handle customer data.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Processed debit and credit card and electronic check payments.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Salon Director - Suntancity - Louisville, KY
(2014-08 - 2016-02)
- Recruited and hired salon personnel bringing expertise, enthusiasm and talent to business.
- Conducted employee performance assessments and provided feedback that would help workers reach monthly goals.
- Collaborated with fellow directors to exchange best practices and improve overall business performance across locations.
- Ensured compliance with health regulations within the salon premises while maintaining high safety standards at all times.
- Coached and trained employees to optimize performance and achieve demanding business objectives.
- Maintained posting of MSDS sheets in workplace.
- Mentored salon employees in upselling techniques and tried-and-true marketing methods to enhance service and boost sales opportunities.
- Cultivated a positive work environment, fostering strong team collaboration and staff retention.
- Enhanced client satisfaction by providing exceptional customer service and addressing their individual needs.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Achieved positive outcomes on challenging calls by leveraging advanced problem-solving abilities combined with empathetic listening skills.
- Retained valuable customers at risk of canceling their services by offering tailored solutions, addressing concerns with empathy, and providing incentives.
- Supported colleagues in achieving collective goals through peer coaching, constructive feedback sharing, and consistent teamwork efforts.
- Resolved customer complaints efficiently, ensuring a positive experience and fostering long-term relationships.
- Utilized CRM systems effectively for tracking customer interactions, updating account information, and managing leads.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Overcame objections using friendly, persuasive strategies.
- Utilized sales techniques to build customer interest and close sales.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Implemented upselling techniques to increase revenue and move product.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Built positive relationships with customers by providing exceptional customer service.
- Developed rapport with customers while maintaining a professional tone throughout conversations, resulting in higher satisfaction scores.
Residential Assistant - Adanta - Somerset, KY
(2010-05 - 2012-06)
- Logged and filed incident reports, detailing significant occurrences during assigned shifts.
- Attended continuing training sessions on SCM techniques and methods, administering am/pm meds, 1:1 watch etc.
- Observed and documented resident progress, reporting recorded metrics to house manager.
- Aided residents in completing daily routines of care and activities.
- Coordinated maintenance schedules with vendors to minimize disruption to residents' daily lives while still completing necessary repairs efficiently.
- Coordinated activities and events to create safe, positive and inclusive environment.
- Provided crisis management and intervention during emergency situations.
- Developed and maintained relationships with parents to promote positive living environment for students.
