Customer Service Specialist
Resume:
AUDRA M. CHAPIN
Peoria, IL *****
***********@*****.***
PROFESSIONAL SUMMARY
Dedicated, energetic, knowledgeable, customer service professional with extensive experience in call center, office, and retail settings. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializing in quality service, speed and process optimization. and unparalleled support. Proficient in customer service best practices and related options.
SKILLS
Outstanding customer service
Call Center Operations
Customer Support
Customer communications
System documentation
Quality Assurance controls
Training experience
Data gathering
Account updating
Quality control
Resolving issues
Data entry
Interpersonal skills
Call documentation skills
WORK HISTORY
October 2023 - Current
Towne Park OSF - St. Francis
Valet GSA
Maintained a professional demeanor while greeting guests and opening car doors, contributing to a positive first impression.
Built positive customer rapport by providing courteous, friendly and professional service. Accurately logged incoming vehicles, tracking keys and ticket numbers to prevent confusion or misplaced items. Streamlined vehicle retrieval process with effective communication between team members, minimizing wait times, enhancing guest satisfaction.
Handled guest inquiries and provided directions or assistance as needed, demonstrating excellent customer service skills.
Developed rapport with repeat customers, remembering names and preferences for personalized service experiences.
Adapted to varied vehicle models and sizes, demonstrating exceptional driving skills and spatial awareness. Managed high-volume situations during peak hours by prioritizing tasks and working closely with colleagues to maintain efficiency.
January 2015 - Current
Lance L. Genz - Long Beach, CA- Peoria, Illinois
Personal Care Assistant
Planned and prepared nutritious meals and snacks to meet Lances dietary requirements such as diabetic, low sodium heart healthy diet Planned daily activities to allow opportunities for light exercise Took and recorded patient temperature, pulse, respiration and blood pressure to monitor health stats
Performed domestic duties such as laundry, grocery shopping, meal planning and preparation, changing bed linens, general cleaning of living area Transport Lance to and from medical, dental and personal appointments Monitored vital signs and medication use, documenting changes and concerns.
September 2021 - August 2023
Hollywood Park Casino - Inglewood, CA
Count Room Clerk
Promoted safety in the workplace through adherence to company policies and procedures regarding security measures during the soft count process.
Ensured accuracy in financial reporting through thorough reconciliation of soft count receipts. Reduced discrepancies by diligently comparing computer-generated reports with manual counts for verification purposes.
Ensured compliance with all regulatory requirements regarding cash handling and reporting by maintaining up-to- date knowledge of industry standards and protocols. Safeguarded company assets by strictly adhering to internal controls and procedures during the soft count process. Contributed to audit preparation by maintaining accurate records of soft count activities and transactions. Streamlined documentation processes by consistently updating logs, spreadsheets, and other tracking systems to maintain accurate records of cash handling activities throughout the day. Demonstrated adaptability in learning new software systems as required for efficient countroom operations. Ensured timely completion of daily tasks by effectively managing time and prioritizing duties. Proactively identified potential issues or discrepancies during counts, taking corrective action as necessary to maintain accuracy standards.
Supported management in maintaining the integrity of the casino's financial assets through diligent monitoring and reporting.
Contributed to increased accuracy in counts by thorough verification of gaming chips.
January 2017 - January 2019
Mr. Anderson - Long Beach, CA
Personal Caregiver
Documented vitals, behaviors, and medications in Mr. Anderson medical records. Assisted Mr. Anderson with daily living needs to maintain self-esteem and general wellness. Administered medication as directed by physician.
Transported Mr. Anderson to events and activities, medical appointments, and shopping trips. Maintained clean, safe, and well-organized environment. Planned and prepared healthy meals to provide adequate nutrition for client wellbeing. Ran errands, did house chores, and grocery shopping. Implemented creative strategies to keep Mr. Anderson engaged in activities that promoted cognitive functioning and mental stimulation.
Facilitated smooth transitions between medical appointments, therapy sessions, and other activities as needed for the his overall wellness and comfort.
Provided basic grooming and hygiene assistance to patients. Assisted clients in maintaining independence through consistent support and encouragement.
January 2011 - January 2015
All Cities Management Services - Laguna Beach, CA
School Crossing Guard
Monitored traffic flow to ensure student safety while crossing. Cultivated effective relationships with students, parents and pedestrians by utilizing active listening and dynamic interpersonal skills.
Provided detailed instructions to students, and adults regarding street crossing safety, reporting all non compliant students to principal. Worked outside in all weather conditions, holding a 100% safety record. Crossed approximately 200 students daily.
Held up traffic flow to help students, guardians and pedestrians easily cross street.
January 2006 - January 2011
Self-employeed - Laguna Niguel, Ca
Domestic Engineer
Provided attentive childcare with age-appropriate activities to foster growth and development. Contributed to a positive living environment by proactively identifying areas needing improvement or attention. Utilized time management skills to effectively prioritize multiple responsibilities throughout each day. Answered telephone and doorbell, took messages, and relayed information to owner. Provided transportation services for children''s extracurricular activities or appointments when needed. Managed household finances by maintaining accurate records of expenses and budgeting accordingly. Improved household efficiency by managing daily schedules and organizing appointments.
January 2005 - January 2006
Restaurants On The Run - Mission Viejo, CA
Call Center Representative
Met or exceeded call speed, and accuracy on consistent basis. Delivered fast, friendly and knowledgeable service for clients orders, routine questions, or concerns client may have. Documented customer order information, payment details, inquiries and any other interaction in company’s CRM database.
Corresponded with dispatch, customer care team, and restaurant managers to build and implement successful solutions to customer problems. Accurately documented calls and caller information in company software and made updates to data as needed.
Explained key information regarding restaurants, menus, delivery and any other inquiries encouraging informed decision-making.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
January 2003 - January 2005
Sedona Staffing- ARS Plumbing, Heating and Air- Lake Forest, CA
Customer Service
Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner. Managed high call volumes while providing exceptional customer support and maintaining professional composure. Processed debit and credit card and electronic check payments. Placed outbound customer service or customer satisfaction calls to follow up on issues. Adhered to company policies and scripts to consistently achieve call-time and quality standards. Documented and detailed calls and complaints using call center's CRM database. Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
February 2000 - January 2003
Strategic Staffing- Swell.com- San Clemente, CA
Call Center Operator/Customer Service
Responded to customer requests for products, services, and company information. Improved sales abilities and product knowledge on continuous basis to provide optimal service. Answered product and service questions, suggesting other offerings to attract potential customers. Kept up-to-date on product knowledge and company updates, allowing for informed assistance when speaking with customers about various offerings.
Enhanced customer satisfaction by efficiently handling high call volumes and promptly addressing inquiries. Recommended products to customers, thoroughly explaining details. Collaborated with shipping team to track shipments, verify orders and handle product returns. Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
March 2001- October 2001
Strategic Staffing- Marshalls Design - Irvine, CA
Temp Office Administrator/, Interior Design Assistant
Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions. Scheduled home consultations to present sample fabrics and provide furniture and accessory recommendations. Completed order information by filling out order forms and handling cash advances and receipts. Maintained electronic and paper filing systems for easy retrieval of information. Bolstered project success through diligent tracking of deadlines, allocation of resources, and provision of status updates to stakeholders as needed.
Managed and properly accounted for petty cash issued to facilitate general office activities. Reconciled account files and produced monthly reports. Streamlined office processes by implementing efficient organizational systems and digital tools. Facilitated smooth operations by maintaining updated inventory records, anticipating supply needs, and placing timely orders for essential materials.
March 1998 - January 2003
Rubio's Restaurants, Inc. - Mission Viejo & Laguna Niguel, CA
Shift Leader
Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately. Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
Completed cash and credit card transactions accurately using POS software. Managed inventory
Boosted overall sales with effective upselling techniques and exceptional product knowledge. Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
Streamlined inventory management processes, leading to reduced waste and optimized stock levels. Actively participated in community events on behalf of the company, strengthening brand awareness within the local area.
Prepared shift summary reports for supervisor and communicated regularly on goals and progress. Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction. Trained new employees and delegated daily tasks and responsibilities.
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