Customer Service Legal Assistant
Resume:
PETRINA WHITTINGHAM
Stonecrest, GA *****
*******.***********@*****.***
Dedicated Customer Service Rep./Quality Assurance Supervisor with 10+ years of experience in customer service and management. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Respected educator, builder and leader of customer-focused teams; Instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and companies’ operations policies. Work Experience
Tbi Agent
Unifi-Internation
June 2024 to Present
· Provide support to Custom Border Parol Officers: Assist passengers to secondary screening areas
· Provide customer service: Resolve passengers issues and complaints, create a positive passengers experience upon entering the US
· Greet and welcome passenger visiting the US as well as returning US residence
· Assist passengers with baggage inquiries, guide passengers throughout the airport
· Work alongside other entities to ensure passenger’s safety
· Assist with training new hires
· Work alongside managers to create employees and passengers’ safety Lead Supervisor
Airport Retail Management
August 2023 to June 2024
· Provided customer service: Resolved customers complaints and created a positive customer shopping experience
· Managed staff: Assigned duties, scheduling, trained new employees, evaluate employees
· Maintained the store: Ensure store is clean, orderly and visually appealing
· Managed inventory: Kept inventory levels stocked and ensured sales targets were met
· Making decisions: Making important decisions, often quickly and under pressure
· Worked with software: Using retail management software, such as Point of Sale
(POS)systems and financial software
Restaurant Manager
592 Restaurant and Lounge
January 2021 to August 2023
• Provided exceptional customer service to build loyalty and encourage new customers
• Formed professional relationships with staff to delegate tasks and improve collaboration
• Recruited and trained the right staff to ensure customer satisfaction
• Ensured the restaurant complies with the health and safety regulations, including food safety protocols
• Conducted employee training monthly
• Ensured the restaurant had the supplies and stock needed for staff and diners
• Managed restaurant budget, forecasting and cost control
• P&L tracking
Owner and Operator
Green Haze Hookah Bar & Lounge
December 2016 to August 2020
• Create and execute the business plan
• Wrote and implement the policies and procedure of the business
• Create the expenditure plan for the business
• Coach and mentor the managers and supervisors
• Create and implement events, promotions to increase revenue for the business
• P&L Tracking
• Implement incentive programs for staff
• Handled all business accounting duties
• Conducted monthly managers training
• Worked closely with staff to uphold the company’s standards and morals Store Manager
Tastee Spoon Restaurant
January 2012 to July 2016
• Coordinate daily Front of the House and Back of the House restaurant operations
• Deliver superior service and maximize customer satisfaction
• Respond efficiently and accurately to customer complaints
• Regularly review product quality and research new vendors
• P&L Tracking
• Organize and supervise shifts
• Appraise staff performance and provide feedback to improve productivity
• Estimate future needs for goods, kitchen utensils and cleaning products
• Ensure compliance with sanitation and safety regulations
• Manage restaurant’s good image and suggest ways to improve it Quality Assurance Manager
New Healthcare Management Group
November 2004 to December 2011
· Reduced staff turnover by 30%, the improvement in staff retention was due to the success of employee- development and morale-building programs.
· Introduced training programs that enhanced employee performance and helped build a motivated workforce. Conducted training classes on a monthly and quarterly basis.
· Monitored CSR calls; coached and kept documented details of issues. Coached and developed sales team in both call centers
· Reviewed and resolved all Customer and/or State Complaints.
· Wrote and implemented compliance policies and procedures for company
· Wrote the CSR training manual for the company. Implemented company policies and procedures. Recruiter and Hiring Assistant
SEIU Communication Center
November 1998 to January 2004
· Establish recruitment requirements by studying organization plans and objectives; meeting with managers to discuss needs.
· Build applicant sources by researching and contacting community services, colleges, employment agencies recruiters, providing organization information, opportunities, and benefits.
· Determine applicant requirements by studying job description and job qualifications.
· Attract applicants by placing job advertisements, contacting recruiters, using newsgroups and job sites.
· Determine applicant qualifications by interviewing applicants; analyzing responses; verifying references; comparing qualifications to job requirements.
· Evaluate applicants by discussing job requirements and applicant qualifications with managers, interviewing applicants on consistent set of qualifications
· Avoid legal challenges by understanding current legislation; enforcing regulations with managers; recommending new procedures; conducting training.
· Achieves financial objective by anticipating requirements; submitting information for budget preparation; scheduling expenditures; monitoring cost Education
BS in Forensic Science
American InterContinental University
May 2015 to May 2015
ASSOCIATES High School Diploma in CRIMINAL JUSTICE AMERICAN INTERCONTINENTAL UNIVERSITY
June 1997 to June 1997
Skills
• Call Center Supervision
• Coaching
• Efficient in Microsoft Applications
• Team Building and Training
• Administrative Duties
• Customer service management
• Manage Processes
• Quality Assurance
• motivating others
• Customer service
• Call center management
• Restaurant management
• Recruiting
• Staff training
• Forecasting
• Team Management
• POS
• Retail Management
• Budgeting
• Employee Evaluation
• Financial Report Writing
• Store Management Experience
• Assistant Manager Experience
• Profit & Loss
Certifications and Licenses
Driver's License
ServSafe
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