Call Center Customer Service
Resume:
Nilsa-Rae Ross
******************@*******.***
*** * ******* ****** *******, TN 38108 https://www.linkedin.com/in/thiswomanswork
"Jane, the multi-disciplinarian"
Currently, an imaginative freelancer who masterfully uses words to create “happy little clouds,” like Bob Ross. True to my “Jane of all trades” form, I am also a well-seasoned blogger, proofreader, and an AI "personal trainer” teaching artificial intelligence to respond more Intelligently. With a strong background in customer service and quality, the smallest details matter and achieving the desired outcome is my priority from start to finish. Adeptly efficient and accuracy focused when performing any task from receptionist duties, in roles as administrative or personal assistant, to detailed finishing, precisely trimming lawns, or completing basic construction tasks as a construction assistant. Cross-training in different roles while Interacting with a demographically diverse collective of people enhances my absorbability into the culture of new environments and a clean slate, teachable attitude enables a smooth integration into a fresh “work flow,” (a company’s pace, policies, procedures, and protocols). A unique, versatile skillset, positive attitude, awareness and acceptance of work-related responsibilities (completion of duties, arriving on time, knowing schedule, transportation, etc.) and the willingness to be a team player, contributing to the overall success of the team by being flexible (will do tasks outside of “job description’ if asked; available for overtime as needed; will work holidays, weekends; shift preference negotiable) are all factors that can be beneficial to any team. Why not make that team yours?
Work Experience
Administrative & General Construction Assistant
Clement Property Preservation, LLC in Memphis, Tennessee
January 2023 to December 2023
Duties including, but not limited to:
Completion and submission of paperwork filed for LLC and applications for credit with vendors, tax exemption status, etc. upon receipt of EIN
Scheduling work, estimates, bids on future work, zoning when necessary
Drafting contracts, proposals, any documentation describing work to be performed, associated labor and material costs
Served as liaison and customers’ advocate to ensure the consistent quality of work performed and facilitate clear communication and understanding of on behalf of all involved parties; creating additional documentation or other instrumentation to preserve acceptance of terms, conditions, changes, additions, etc.
Management and maintenance of customer contact information, dates of work performed, photos of work phases, etc.
Loading and unloading materials and tools; removal of debris during work and upon completion
Performing basic construction and landscaping tasks
Produce Supervisor
Restaurant Depot in Memphis, Tennessee
November 2022 to August 2023
Duties including, but not limited to:
Completion of routine daily activities such as cleaning, stocking, unloading trucks, rotation of stock, disposal of trash and removal of packaging materials, making units from bulk, assisting customers as needed
“Fresh walk” the department, checking dates and appearances of produce items and removing outdated or unsellable items. Once all expired or damaged items have been removed, forward for documenting, then disposal
Merchandising
Training new hires
Helping in other departments as needed
Re-work/ Line operator to Quality Inspector(Auditor) to Lead QI & Trainer
Warren Oil Company, Inc. in West Memphis, Arkansas
November 2019 to November 2022
Duties including, but not limited to:
Inspection of finished goods manufactured on site prior to shipping
Verify order and actual shipment contents match
Accurately document any errors
Train newly hired quality techs
Inventory tracking, order picking using RF scanner
Wrapping pallets, stacking products on pallets to minimize movement or damage during shipment
Strictly adhere to international shipping protocols, policies, weight limits, specifications from shipper
Secure load as required by DOT or as requested by driver using airbags and load straps
Quality Inspector(Auditor)
Landau Uniforms in Olive Branch, Mississippi
May 2019 to October 2019
Duties including, but not limited to:
Visual inspection of garments manufactured on site prior to shipping or after being returned
Accurately document findings, if any
Forward flawed garments to appropriate area for resolution
Light cleaning, stain removal (using alcohol or peroxide), steaming or ironing of garments
General Laborer & Construction Assistant
Elrod Construction and Demolition Services in Brownsville, Tennessee
April 2017 to June 2018
Duties including, but not limited to:
Performing basic construction and landscaping tasks
Ongoing cleanup and organization of construction sites while working
Removal of debris following demolition and completion of project
Loading and unloading of materials and tools
Distribution of water and preparation of lunch during Summer months
Recording absences and their type (no call, no show, planned or unplanned)
Facilitating transportation and housing for out of town jobs
Remain in contact with owner and foreman to relay information
Personal Care Assistant
A Place Called Home, LLC in Jackson, Tennessee
February 2014 to January 2017
Duties including, but not limited to:
Assisting with or performing daily tasks from bathing to cooking and cleaning
Accompanying clients to appointments, social/familial activities and gatherings, etc.
Running errands, pick up meds, grocery shopping, etc.
Establish and ensure a safe environment for the clients; routinely identify, address, and document any potentially unsafe areas or structures within the home as well as unsafe individuals
Respect and maintain clients’ confidentiality, personal privacy, dignity, and integrity by limiting discussions to family members(as approved by client), doctors, nurses, the client, and designated APCH staff members
Never discuss or disclose the clients’ health/medical information, treatment or care plan, or anything covered by the Health Insurance Portability and Accountability Act (HIPAA)
Cashier to Assistant Manager (selected within 1st 6 months, did not apply for)
Flash Market Convenience Stores in Jackson & Humboldt, Tennessee
January 2009 to February 2014
Duties including, but not limited to:
Provide support to upper management and team members to safely and efficiently operate
Completing safe drops frequently during shifts to minimize amount of cash and eliminate large bills ($20+) in drawer
Truthfully complete daily paperwork, bank documents, transactional reconciliations, store-specific and cashier-specific, any disciplinary forms, etc.
Prepare documentation and deliver bank deposits daily in my personal vehicle
Complete gas survey daily to determine gas prices and make adjustments on signage
Document vendors and products delivered
Establish and maintain clean, safe restrooms, interior and exterior areas
Keep everything fully stocked, correctly priced, properly placed
Inventory management and low stock replenishment
Supervising and training current and new team members
Compliance with company’s policies and procedures as well as state and local laws
Handling and resolution of customer issues in a timely fashion
Other activities as requested via communication from corporate or PRN
Cashier to Key 6 non-book specialist (selected within 1st 6 months, did not apply for)
Books-A-Million in Jackson, Tennessee
May 2008 to December 2009
Duties including, but not limited to:
Cash handling and reconciliation
Customer service, ordering, looking up in system, placing items on hold
Properly pricing, sorting, merchandising all non-book items in the store
Arranging eye catching displays sometimes using planograms
Coordinate store layout changes in Jackson, TN store; also travelled to Tupelo,
MS store to perform complete reset
Promotion and preparation for promotional events
Cleaning and recovery throughout shift and nightly after closing
Customer Service/Sales, Subject Matter Expert (SME) & POS Authorizations
Citibank (Sears Credit Services) McLeansville, North Carolina
October 2004 - November 2007
Duties including, but not limited to:
Stay up to date on Sears Card/Gold MC info and associated add-ons to be sold to cardholders (balance transfers, account care, rewards programs)
Accurately verify cardholders calling in and assist as needed (provide account status, update information, answer questions)
Sell or recommend add-ons as prompted based on eligibility
As a SME, provided support and education to trainees as they move into production
Assist Sears Store Associates with point of sale authorization codes; remove status codes causing declined sales; provide account numbers for use in store without card
Tracking agent to Inside Sales Account Executive (Chosen for the Pilot Class of UPS’ new ISAE program)
United Parcel Service in Greensboro, North Carolina
March 2003 to October 2004
Duties including, but not limited to:
As a Tracking Agent, provide customer service and awareness of which party (the shipper or the recipient) is on the phone. Assist the party accordingly based on UPS’ policies (the shipper of a parcel has access to more information and ability to make changes because it is assumed shipping costs are paid by the shipper, and as a result, only the shipper is the actual UPS customer. The recipient only receives the parcel’s status.)
As an ISAE, contact companies with UPS Shipping accounts to provide a point of contact
Research and analyze their current shipping trends, identify additional volume
Increase awareness of UPS’ products and services and recommend accordingly
Ensure account holders’ service is satisfactory
Customer Relationship Management/ Maintenance
Education:
University of Tennessee-Martin/Jackson State Community College
August 2009 – January 2010 in Jackson, Tennessee Phlebotomist (Phlebotomy Technician)
Bennett College for Women
January 1999 - May 2002 in Greensboro, North Carolina
English Education
Skills:
Some specific talents and skills include but aren’t limited to:
Computer literacy, Microsoft Office & 365 suites, experienced call handling, telephone etiquette, familiar with operation of office machines, not easily offended, well organized, communicates clearly & effectively in written or verbal form, self regulated, open to feedback & criticism for continuous improvement, flexible in scheduling preferences, works without bias, team player, personable, indiscriminately respectful, productive, establishes & practices life/work balance, helps without expectations of reciprocity, multidisciplinary, prefers to do things correctly, empathetic, has integrity, reliable, authentic, prefers supporting or serving others, good at encouraging and motivating others, emotionally intelligent, always willing to learn new things, loyal, committed to achieve the outcomes I desire, durable, has realized & experienced the differences persisting with positivity in motive, thought, and attitude can make, committed to growth and development in myself and others
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