Customer Service Representative

Kathleen DeFilippo

Email: ********@********-*****.***

Address:

City: Red Bank

State: NJ

Zip: 07701

Country: USA

Phone: 732-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Talented and dependable Customer Service Representative with a proven ability to establish rapport with clients, and motivated to maintain customer satisfaction and contribute to company success.

Educational Background:

High School Dipolma from Rutgers University, New Brunswick NJ 1/2001 to 5/1979 (Journalism/Urban Communications)

Job History / Details:

Career Overview

Talented and dependable Customer Service Representative with a proven ability to establish rapport with clients, and motivated to maintain customer satisfaction and contribute to company success.

Accomplishments

Initiated and managed individualized resident activities in response to family suggestions and individual Resident preferences

On-call during emergency and unusual situations, supported and provided caring assistance

Consistently earn excellent scores on submitted reports to Mystery Shopping Companies

Selected to represent my department in a DVD sales marketing tool

Work Experience

January 1998 to Current

Multiple Companies Middletown, New Jersey

Mystery Shopper

Effective and concise written and verbal communication skills. During an assignment, a mystery shopper must verbally communicate with store associates. When filling out a review questionnaire, a secret shopper must use written communication to successfully evaluate the experience. Additional job qualifications include attention to detail, a strong memory, and an inconspicuous demeanor. Mystery shoppers must also demonstrate punctuality. Some companies give mystery shopping assignments with only a day or two notice and an urgent deadline. Rate the assigned experience through a written on-line questionnaire. Specific job duties include observing surroundings, saving receipts, acting discreetly to maintain cover, and thoroughly filling out evaluation forms. Consistently submit shop results that are objective, honest and unbiased.

August 2008 to July 2010

Erickson Living-Seabrook Village Tinton Falls, New Jersey

Program Assistant III

Group Leader, oral and written communication skills, independent thinker, self-motivated, organized, flexible and dependable employee.

Lead group and individual activities both structured and impromptu in activity spaces, common areas, and in residents rooms.

Worked collaboratively with team members, volunteers, families and community groups.

Assessed residents needs and limitations, entered written assessments into the Company database for program planning improvements.

Designed, planned and prepared activity programs using creative skills in my specialty areas.

Generated activity supply lists and maintained supplies and equipment in a safe and functional order.

Consistently maintained proper documentation including daily attendance sheets, quarterly progress notes, assessment forms, service plans/care plans and others as needed.

Coordinated and led team discussions for activity programming, monthly calendars, activity and staff scheduling, and resident issues.

July 2007 to July 2008

Sunrise Senior Living Middletown, New Jersey

Activity Assistant

Assisted and lead volunteer-based activities and programs that enriched the lives of Residents. Researched and maintained relationships with local schools, businesses, and social organizations to foster an active network of volunteers and community resources. Coordinated the monthly calendar of activities and events ensuring a variety of resident and family centered experiences.

July 1999 to May 2000

Barnes and Noble Holmdel, New Jersey

Cashier, Bookseller

Created a friendly, casual, helpful experience for customers. Maintained inviting display areas, kept them organized and well stocked.

Fast-paced cashiering that required focus and accuracy.

Educational Background

1979 Rutgers University New Brunswick, New Jersey

Bachelor of Arts Journalism/Urban Communications

Minor in Economics

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