Alyssa Anthony
Bristol,PA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
Philadelphia, PA
09.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Assistant Manager
Aldi Inc.
Levittown, PA
07.2019 - 06.2023
- Responded to customer questions and complaints by resolving issues personally or referring to management.
- Responded quickly to customer inquiries, asking questions to better understand needs.
- Supervised team of 15 employees, delivering mentoring, continuous training and guidance in job challenges.
- Monitored and coached team on routine tasks critical to day-to-day operations.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Reduced waste significantly by monitoring materials use and identifying areas for improvement.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- As keyholder, opened and closed store at close of business, setting alarm codes and activating security systems.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Completed inventory audits to identify losses and project demand.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
Assistant Manager
NPC International Inc. (Pizza Hut)
Fort Myers, FL
01.2018 - 07.2019
- Recruited, interviewed and hired individuals who would bring passion and dedication to the positions at hand.
- Encouraged the sales staff to cross-sell complementary products and services to customers.
- Interacted with customers as they entered the store to determine what their needs were.
- Immediately addressed problems with customers to promote quick and successful resolution.
- Strategically scheduled team members to maintain optimal staffing levels at all times.
- Maintained inventory count, tracked usage and documented variances.
- ServSafe Certification
Senior Assistant Manager
Chuck E. Cheese
Naples, Fl
10.2012 - 01.2018
- Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll.
- Monitor compliance with health and fire regulations regarding food preparation and serving, and building maintenance in lodging and dining facilities.
- Monitor employee and patron activities to ensure liquor regulations are obeyed.
- Count money and make bank deposits.
- Investigate and resolve complaints regarding food quality, service, or accommodations.
- Schedule and receive food and beverage deliveries, checking delivery contents to verify product quality and quantity.
- Schedule staff hours and assign duties.
- Perform some food preparation or service tasks such as cooking, clearing tables, and serving food and drinks when necessary.
- Maintain sanitation, health, and safety standards in work areas.
- Clean food preparation areas, cooking surfaces, and utensils.
Education
High School Diploma -
Bristol High School
Bristol, PASkills
- Recruiting and interviewing
- Strategic planning
- Employee performance evaluations
- Issue resolution
- Customer service
- Data Collection
- Information Security
- Call Management
- Microsoft Outlook
- Active Listening
- Customer-oriented
- Strong work ethic
- Superior organization ability
- Excellent communication skills
Timeline
Customer Service Representative
Internal Revenue Service, IRS
09.2023 - Current
Assistant Manager
Aldi Inc.
07.2019 - 06.2023
Assistant Manager
NPC International Inc. (Pizza Hut)
01.2018 - 07.2019
Senior Assistant Manager
Chuck E. Cheese
10.2012 - 01.2018
High School Diploma -
Bristol High School