Customer Service Call Center

Julia Kuhns

Experience

Call Center Agent Alorica, Humble, Texas

AUG '22 - MAY '23

Bar Manager Main Street Lounge, Houston, Texas

MAR '18 - SEP '22

346-***-**** *****.*******@*****.*** Humble, Texas 77346 Administrative professional with extensive expertise in information management and customer service, leveraging a 17-year career including military service. Adept at resolving complex issues and enhancing client satisfaction. Demonstrates proficiency in Microsoft Office, HIPAA compliance, and leadership with a strong background in databases and patient care. Proven skills in problem-solving and effective communication, coupled with proficiency in POS systems. Recognized for building strong relationships and delivering exceptional service in high-pressure environments. Passionate about driving efficiency and innovation in administrative roles utilizing multilingual skills to enhance communication and service deliv ery. Fluent in Russian and English. Resolved Customer calls, enhancing satisfaction and communication proficiency. Addressed phone inquiries, boosting client satisfaction and communication skills. Handled high volumes of incoming calls from customers while maintaining quality standards for call duration time.

Employed active listening skills to accurately assess customer needs and provide appropriate solutions. Provided outstanding customer service to customers and internal teammates. Resolved escalated customer complaints in a calm and diplomatic manner while ensuring that all commitments were met.

Developed effective communication and negotiation techniques to effectively resolve customer issues. Managed daily operations, including scheduling, ordering, and inventory control. Recruited, hired and trained new members of bar staff. Delivered exceptional customer service by tending to guest needs. Managed bar operations, enhancing customer satisfaction in a high-speed environment Provided exceptional customer service at all times, resolving complaints quickly and professionally. Monitored daily operations, including cash handling procedures and staff performance reviews. Kept detailed and up-to-date records of inventory, budgets, and payroll. Assisted bartenders by restocking drink supplies and maintaining cleanliness of bar areas. Enforced state liquor regulations to maintain positive and safe atmosphere for customers. Utilized POS systems to track sales activity and analyze trends in order to maximize profits. Maximized revenue by calculating inventory and retail costs, updating prices regularly. Maintained compliance with all local health and safety regulations. Established an efficient scheduling process that balanced labor costs with customer demand. Counted money and made bank deposits.

Hair Salon Receptionist/Stylist Modern Salon and Spa, Conroe, Texas AUG '16 - APR '18

Caregiver Always Best Care, Spring, Texas

FEB '14 - AUG '16

Scheduled and received deliveries and verified goods received against paperwork. Answered incoming calls, scheduled appointments and managed the salon's calendar efficiently. Advised clients on hair care treatments, products and services available in the salon. Informed clients about special offers on various services provided by the salon. Enforced safety regulations within the workplace for both employees and customers alike. Greeted customers in a professional and friendly manner. Performed administrative duties such as filing paperwork, updating databases. Assisted stylists with setting up for their appointments when required. Managed bookkeeping tasks such as invoicing, billing, accounts receivable and payable. Processed payments using POS systems accurately and promptly. Ensured that all areas of the salon were clean and well-stocked at all times. Maintained accurate records of clients' profiles, services rendered and payments received. Built effective working relationships with other members of staff. Provided exceptional customer service to prioritize client satisfaction. Handled cancellations and time changes to produce updated appointment schedules. Documented guest information with computer software as directed. Opened and closed spa daily by following standard operating procedures. Answered phone calls to record new bookings and respond to service questions. Received payments and recorded receipts for services. Assisted customers with general inquiries regarding products, services, and hours of operation via phone or email.

Performed light housekeeping duties including laundry, meal preparation and grocery shopping. Helped clients with daily tasks, such as laundry, housekeeping, and shopping. Assisted residents in activities of daily living to maintain health and dignity. Maintained a clean environment for patients by following proper infection control protocols. Assisted residents in and out of bed and wheelchairs, using safe lifting and transferring techniques. Provided compassionate care to elderly patients, adapting to their individual needs and preferences. Developed meaningful relationships with clients, understanding their personal stories and daily routines. Engaged clients through conversation and companionship, promoting independence and meeting social requirements.

Administered medications in accordance with physician orders, ensuring accurate dosage and timing. Responded to resident dining needs and assisted with feeding. Demonstrated excellent communication skills while interacting with clients, families and other healthcare professionals.

Responded quickly to emergency situations and provided necessary first aid. Worked in cooperation with family and outside providers to meet physical and emotional needs of patient. Utilized problem solving techniques to resolve challenging situations in a timely manner. Provided proper care and observation of patient's skin to prevent breakdown. Information Manager/Knowledge Operations Manager United States Air Force, Los Angeles, California MAR '06 - MAR '13

Education

University of Phoenix, Phoenix, AZ, US GPA 3.9

Awards And Honors

EXPECTED GRADUATION MAY '27

Bachelor of Science in Education/Elementary Educat in Elementary Eduction Candidate Paul Mitchell, Houston, Texas

JUN '16

Hair Stylist

Everest, Houston, Texas

OCT '14

Medical Assistant

Transported client to doctor's office and essential errands. Monitored vital signs and reported changes to the appropriate medical personnel. Recognized early signs of distress or decline in health status and responded accordingly. Protected health information according to HIPAA policies and procedures. Maintained secure environment for staff and residents, following established safety standards. Managed data lifecycle, ensuring compliance and effective communication strategies. Streamlined administrative processes, enhancing unit efficiency and accuracy. Coordinated information flow, serving as a key resource for administrative functions. Developed procedures to improve program management and administrative operations. Scheduled and organized meetings, ensuring seamless communication and coordination. Led information management operations, ensuring compliance with Privacy Act regulations and optimizing data lifecycle processes for enhanced efficiency.

Developed and implemented information management systems to improve organizational efficiency. Kept up-to-date records of circulation and materials, maintain inventory, and correct cataloging errors. Developed streamlined administrative procedures, revolutionizing unit management and program development while serving as the go-to expert for all admin functions. Maintained files and filing, keeping sensitive information confidential. Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner.

Assisted in the preparation of presentations using Microsoft Office Suite applications such as Word, Excel, PowerPoint .

Used Microsoft Office Suite to create and revise documents and presentations. Maintained calendars and schedules to set appointments for management team. Processed incoming mail and distributed to relevant departments or individuals. Assisted the executive management team in making informed decisions by providing timely and accurate administrative support.

Dean's List

Skills

Problem-solving skills Training experience Gathering information CallSelect communication systems Data entry Resolving issues Payment processing Typing speed Documentation and reporting Language fluency Proficiency in Microsoft, Excel, Powerpoint software Customer service Cash handling Call center customer service Inbound phone calls Verbal and written communication Customer support Communicating with clients Account management Performance improvement FLUENT IN Russian and English Time management Analytical thinking Understanding customer needs Account updates Relationship building Remote office availability Microsoft exchange POS systems and ordering platforms References

References available upon request

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