AMY ELDER
Chebanse,IL
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Kohl's
Bourbonnais, IL
09.2023 - 05.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided accurate information about products and services to customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed positive relationships with customers through friendly interactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Strengthened customer retention by offering discount options.
- Updated databases with new and modified customer data.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Collected deposits or payments and arranged for billing.
- Supported sales team members to drive growth and development.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Warehouse Associate
Aldi Distribution Center
Dwight, IL
06.2023 - 09.2023
- Operated a variety of material handling equipment including electric pallet jacks, hand-held scanners, shrink wrap machines and conveyor systems.
- Packed goods for shipment in accordance with customer instructions.
- Maintained accurate inventory records through manual and computerized systems.
- Ensured compliance with established safety procedures when operating machinery or performing physical tasks within the warehouse environment.
- Collaborated with team members to complete tasks efficiently and accurately.
- Assembled customer orders from stock ensuring that the correct number and types of products were picked accurately.
- Checked all outgoing shipments to ensure accuracy prior to dispatch.
- Maintained a safe working environment by adhering to safety protocols and guidelines.
- Monitored stock levels and reordered supplies when necessary.
- Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.
- Packed materials and items in designated crates and boxes and properly sealed and labeled crates.
- Moved large and bulky items manually or with pallet jacks or forklifts.
- Prepared and completed warehouse orders for delivery or pickup according to schedule.
Behavioral Detection Officer
Allied Universal Security Services - Bloomington, IL
Bloomington, IL
01.2021 - 05.2023
- Worked independently and collaboratively to resolve urgent issues to protect lives and property
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot
- Conducted regular patrols of key areas to spot and control security concerns
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors
- Greeted guests professionally and courteously to cultivate a welcoming atmosphere while making safety top priority
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of the building
- Responded quickly to emergency situations to assess and deflect issues
- Performed risk analyses to identify appropriate security countermeasures
- Recommend improvements in security systems and procedures
- Deterred terrorist activity, violent attacks, and other malicious acts through patrolling, searching for suspicion indicators and assessing threat potential
- Utilized quick decision-making skills and sound judgment to act in accordance with policies, procedures, and state statute
- Organized and meticulous with a strong work ethic
- Adaptable and proficient in learning new concepts quickly and efficiently
- Functioned as a team leader in group projects, delegating tasks and providing feedback
- Learned and adapted quickly to innovative technology and software applications.
Correctional Sergeant
SHERIDAN CORRECTIONAL CENTER
09.2015 - 07.2019
- Take, receive, or check periodic inmate counts
- Maintain order, discipline, and security within assigned areas in accordance with relevant rules, regulations, policies, and laws
- Respond to emergencies, such as escapes
- Maintain knowledge of, comply with, and enforce all institutional policies, rules, procedures, and regulations
- Supervise and direct the work of correctional officers to ensure the safe custody, discipline, and welfare of inmates
- Supervise or perform searches of inmates or their quarters to locate contraband items
- Monitor behavior of subordinates to ensure alert, courteous, and professional behavior toward inmates, parolees, fellow employees, visitors, and the public
- Instruct employees or provide on-the-job training
- Supervise activities such as searches, shakedowns, riot control, or institutional tours
- Carry injured offenders or employees to safety and provide emergency first aid when necessary
- Supervise or provide security for offenders performing tasks, such as construction, maintenance, laundry, food service, or other industrial or agricultural operations
- Resolve problems between inmates
- Transfer or transport offenders on foot or by driving vehicles, such as trailers, vans, or buses
- Examine incoming or outgoing mail to ensure conformance with regulations
- Convey correctional officers' or inmates' complaints to superiors
- Resolved issues and disputes between inmates professionally and respectfully
- Responded to emergency situations and provided first aid following facility guidelines
- Monitored and confirmed compliance with safety standards and regulations
- Completed daily work report sheets and delegated tasks to employees
- Participated in development of correctional policies and procedures
- Cultivated and maintained climate of mutual respect with freedom from harassment and intimidation, to provide safe environment for staff and offenders
- Demonstrated leadership skills in managing projects from concept to completion
- Excellent communication skills, both verbal and written
- Skilled at working independently and collaboratively in a team environment.
Correctional Officer
PONTIAC CORRECTIONAL CENTER
06.2010 - 09.2015
- Conduct head counts to ensure that each prisoner is present
- Monitor conduct of prisoners in housing unit, or during work or recreational activities, according to established policies, regulations, and procedures, to prevent escape or violence
- Inspect conditions of locks, window bars, grills, doors, and gates at prisons to ensure security and help prevent escapes
- Record information, such as prisoner identification, charges, and incidences of inmate disturbance, and keep daily logs of prisoner activities
- Search prisoners and vehicles and conduct shakedowns of cells for valuables and contraband, such as weapons or drugs
- Inspect mail for the presence of contraband
- Guard facility entrances to screen visitors
- Maintain records of prisoners' identification and charges
- Conduct fire, safety, and sanitation inspections
- Provide supervisors oral and written reports of the quality and quantity of work performed by inmates, inmate disturbances and rule violations, and unusual occurrences
- Participate in required job training
- Take prisoners into custody and escort them to locations within and outside of facility, such as visiting room, courtroom, or airport
- Counsel inmates and respond to legitimate questions, concerns, and requests
- Assign duties to inmates, providing instructions as needed
- Issue clothing, tools, and other authorized items to inmates
- Prepared, processed and maintained forms, reports, logs, records, and activity journals
- Inspected work sites and crew trucks for contraband, cleanliness, and safety
- Observed and supervised inmates throughout visits, mealtime, recreation, phone calls, and showers
- Built solid relationships with staff and residents to keep the institution safe and secure
- Interviewed inmates to obtain information and assess needs
- Supervised inmates during meals, recreation, and other activities
- Observed behavior of residents individually and in groups
- Enforced rules and regulations to maintain order among inmates
- Received and inspected mail, property, and funds from visitors on behalf of designated inmates
- Responded to emergency situations and de-escalated hostile confrontations
- Tracked inmates through head counts, visitor logs, and scheduled activities
- Escorted inmates to and from cells, court, hospitals, and medical appointments
- Prepared reports to document incidents and violations
- Made rounds at specified intervals and conducted head counts and roll calls
- Transported inmates to and from court hearings, medical appointments, and other locations
- Established positive working relationships and maintained boundaries with resident offenders.
Education
GED -
Kankakee Community College
Kankakee, IL05-2004
Some College (No Degree) - Paraprofessional
KANKAKEE COMMUNITY COLLEGE
Kankakee, ILSkills
- Information Security
- Complaint resolution
- Inbound and Outbound Calling
- Prioritization
- Microsoft Office Suite
- Adaptive team player
- Customer Relations
- Problem-solving abilities
Affiliations
I am dedicated to spending quality time with and being present in my children's lives.
Timeline
Customer Service Representative
Kohl's
09.2023 - 05.2024
Warehouse Associate
Aldi Distribution Center
06.2023 - 09.2023
Behavioral Detection Officer
Allied Universal Security Services - Bloomington, IL
01.2021 - 05.2023
Correctional Sergeant
SHERIDAN CORRECTIONAL CENTER
09.2015 - 07.2019
Correctional Officer
PONTIAC CORRECTIONAL CENTER
06.2010 - 09.2015
GED -
Kankakee Community College
Some College (No Degree) - Paraprofessional
KANKAKEE COMMUNITY COLLEGE