Customer Service Quality Assurance

Felicia A. Meadors 815-***-****

*** ********* ***, ********, ** 11221 *******.*******@*****.***

Professional Profile

Dedicated and focused office associate who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority. Looking to provide exceptional service to an employer as well as all clients in a professional environment that allows for me to utilize my experience and grow with the company.

Highlights

• Microsoft Office proficiency

• Meticulous attention to detail

• Results-oriented

• Professional and mature • Self-starter

• Resourceful

• Appointment setting

• Proper phone etiquette

Professional Accomplishments

• Coordinated all department functions for team of 15+ employees.

• Increased office organization by developing more efficient filing system and customer database protocols.

• Promoted to Front Office Manager after 4 months of employment.

• Successfully planned and executed corporate meetings, lunches and special events for groups of 50+ employees.

Work History

2012 – Present Kmart Belvidere, IL/New York, NY

Cashier Supervisor

• Run Service Desk

• Handle a multi-line phone system

• Handle all register transactions

• Sell/Enroll all non-rewards program members

• Ensure customer satisfaction

• Returns/Refunds

• Assist all cashiers with transaction issues/overrides.

2012 – 2013 Schnucks Markets Rockford, IL

Cashier

• Handle all register transactions

• Promote loyalty program

• Ensure customer satisfaction

• Oversee self-check-out

2011 – 2012 Rock Hospitality (Holiday Inn & Staybridge Suites) Rockford, IL

• Managed daily office operations of a 202 room hotel and maintenance of equipment

• Handle a multi-line phone system

• Ensure guest satisfaction

• Handle billing disputes

• Reservations

• Resolve all escalated issues

• Posted open positions on company and social media websites

• Hire, fire and train employees

• Make employee schedules

• Order office supplies/Gift shop merchandise

• Handle all charge-backs

• Oversee company safe and front office tills

• Monthly expense reports

• Setting/tracking department goals

• Corporate travel arrangements

• Dispersed incoming mail to correct recipients throughout the office

• Received and distributed faxes and mail in a timely manner

2010 – 2011 Clock Tower Resort & Conference Center Rockford, IL

Front Desk Associate

• Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.

• Handle a multi-line phone system

• Ensure guest satisfaction

• Handle billing disputes

• Reservations

• Received and distributed faxes and mail in a timely manner.

• Other duties as assigned.

2009 - 2011 Hallmark, Inc. Rockford, IL

Sales Associate

• Operated a cash register to process cash, check and credit card transactions

• Explained information about the quality, value and style of products to Influence customer buying decisions

• Replenished floor stock and processed shipments to ensure product availability for customers

• Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges

• Placed special orders and called other stores to find desired items

• Recommended merchandise based on customer needs

• Prevented store losses using awareness, attention to detail and integrity

• Administered all point of sale opening and closing procedures.

• Set up displays to make the store experience interactive and engaging

• Displayed the appropriate signage for products and sales promotions

2007-2009 NCO Rockford, IL

Customer Service Rep / Training Assistant

• Support customers with billing and account issues

• Provided accurate and appropriate information in response to customer inquiries

• Demonstrated mastery of customer service call script within specified time-frames

• Addressed customer service inquiries in a timely and accurate fashion

• Formulated and enforced Service Center policies, procedures and quality assurance measures

• Trained staff on how to improve customer interactions, customer service policies and procedures, and the technical troubleshooting process

• Supported customers having data connectivity issues

2007 North Community Bank Chicago, IL

Bank Teller

• Balanced daily cash deposits and bank vault inventory with a zero error rate

• Processed cash withdrawals

• Processed deposits

• Adhered to North Community Bank security and audit procedures

• Researched and resolved customer issues on personal savings, checking and lines of credit accounts

• Examined checks for identification and endorsement

2006-2007 Cassiday Schade LLP Chicago, IL

Receptionist/File Clerk

• Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.

• Handle a multi-line phone system

• Filed Legal Documents

• Set up depositions

• Managed conference room schedule for meetings

• Other duties as assigned.

Education

General Studies Rock Valley College Rockford, IL

References

References are available upon request.

Contact this candidate