Amber Skees
Champaign,IL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. 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. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level for any position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Highly organized Front Desk Receptionist with exemplary multitasking, time management and customer service skills. Responsible professional willing to go extra mile to assist others with solving problems.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Circle K Convenience Store
01.2020 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Implemented and developed customer service training processes.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Cocktail Waitress
Silver Bullet
10.2018 - Current
- Served alcoholic and non-alcoholic beverages in bar environment.
- Assisted with bartending duties during high-volume shifts.
- Greeted new customers, discussed specials, and took drink orders.
- Built solid rapport with many frequent patrons to cultivate guest loyalty.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Maintained high levels of bar safety by closely monitoring guests' conditions and discontinuing service or asking patrons to leave.
- Checked identification for minimum age for sale of alcoholic beverages.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Checked guests' identification before serving alcoholic beverages.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Answered customers' questions, recommended items, and recorded order information.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Increased sales significantly by upselling higher-end products to customers.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Inspected dishes and utensils for cleanliness.
- Processed orders and sent to kitchen employees for preparation.
Front Desk Receptionist
Windsor Court Assisted Living
10.2020 - 10.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Completed data entry and filing to keep records updated for easy retrieval.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Completed all tasks in compliance with company policies and procedures.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Entered and updated sensitive customer information during check-ins and room changes.
- Sorted and delivered mail and packages upon arrival to correct staff members and departments.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled assignments independently with good judgement and critical thinking skills.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Routed incoming mail and messages to relevant personnel without delay.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Shift Lead Manager
Pizza Hut
12.2010 - 09.2020
- Cooperated with coworkers to improve customer experience and manage storefront.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Exercised composure under pressure and in escalated customer service scenarios.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Set overall vision and provided team leadership.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Completed after shift review reports to remind supervisors of completed work.
- Evaluated employee performance and coached and trained to improve weak areas.
- Checked building to confirm maintenance and cleaning met code and regulations.
- Delegated high volumes of work to empower team, build trust, and assist with professional development.
- Measured team performance and reported metrics to leadership team members.
- Charged with staffing, performance management and reviews, coaching, mentoring, salary development and budget allocations.
- Streamlined operations to improve process efficiency.
- Kept employees operating productively and working on task to meet business and customer needs.
- Trained and mentored new employees to maximize team performance.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Excelled in every store position and regularly backed up front-line staff.
- Tracked receipts, employee hours, and inventory movements.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Scheduled staff to establish adequate coverage during peak business hours.
Education
High School Diploma -
Parkland College
Champaign, IL05.2008
Skills
- Store Maintenance
- Retail Sales Customer Service
- Business Development Understanding
- Medical Condition Coding Software
- Conflict Resolution
- Refund Processing
- Problem-Solving Ability
- Time Management
- Customer Relations
- Order and Refund Processing
- Typing Proficiency
- Sales and Upselling
- Product Organization
- Filing
- Credit Card Payment Processing
- Customer Relationship Management
- Customer Service
- Active Listening
- Speaking
- Microsoft Word
Timeline
Front Desk Receptionist
Windsor Court Assisted Living
10.2020 - 10.2021
Customer Service Representative
Circle K Convenience Store
01.2020 - Current
Cocktail Waitress
Silver Bullet
10.2018 - Current
Shift Lead Manager
Pizza Hut
12.2010 - 09.2020
High School Diploma -
Parkland College
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