Customer Service Call Center
Resume:
Kelli Smith
Customer Service Professional
Kingsport, TN 37660
**********@*****.***
Engaging and patient customer service professional with 12+ years of experience responding to all types of customer inquiries. Eager to join your team to grow customer loyalty and maintain the highest level of customer service. In previous roles maintained customer retention rate 45% above company average and received 99% positive customer survey results. Authorized to work in the US for any employer
Work Experience
Manager
Dunkin' Donuts - Kingsport, TN
February 2017 to May 2019
• Mandated customer service training for all workers interacting with customers, increasing Google ratings from 4.2 to 4.5 in less than one year.
• Developed employee recognition program, including bonuses, paid time off, and honorary titles, resulting in an 18% reduction in staff turnover.
• Maintained diligent adherence to all company policies and safety standards, receiving health inspection scores of 100%.
• Spearheaded marketing campaign at local high schools and universities, providing food and beverage for sports games and outperforming sales targets by 10%.
• Approved stock supply orders, conducted inspections, ensuring fridge rotation and reducing 5% of food waste due to spoilage.
Barista
Sodexo Hospitality
April 2016 to February 2017
Dunkin Donuts Shift Leader
Dunkin Donuts
August 2015 to January 2016
• Lead barista for busy 5:30 a.m. to 1:30 p.m. shift, which included supervising 2 other baristas, maintaining high service standards at all times
• Oversee in-store execution of sales and promotions as directed by store manager (4+ seasonal promotions per year), contributing to an additional $25,000 in annual sales
• Make individualized coffee recommendations and educate interested customers on the sources and processes of the store’s premium beans
• As online customer agent, track and fulfill the online store’s coffee bean and home coffee brewing equipment orders (average order $85; average of 47 orders per week) Shift Leader
Dunkin' Donuts - Venice, FL
September 2009 to February 2015
Education
High school diploma or GED
Sullivan South High School
Skills
• Customer Care (10+ years)
• Customer Service
• Customer Support
• Barista Experience
• Coffee Experience
• POS (10+ years)
• Payroll
• Shift Management (5 years)
• Management
• Retail Sales
• Food Service
• Microsoft Word (6 years)
• Typing (7 years)
• Cash Handling
• Food Preparation
• Inventory Control
• Store Management Experience
• Food Handling
Assessments
Call center customer service — Proficient
August 2021
Demonstrating customer service skills in a call center setting Full results: Proficient
Work style: Reliability — Highly Proficient
December 2021
Tendency to be reliable, dependable, and act with integrity at work Full results: Highly Proficient
Customer service — Proficient
December 2021
Identifying and resolving common customer issues
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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