Andrea Hoenig
Keokuk,IA
Summary
Dynamic customer service professional with a proven track record at Hy-Vee, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction through effective complaint handling and upselling techniques. Adept at training staff and improving operational efficiency, consistently exceeding performance metrics and fostering a positive team environment.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Hy-Vee
04.2025 - Current
- Assisted customers with inquiries, providing accurate information and solutions to enhance satisfaction.
- Processed transactions efficiently, ensuring accuracy and reducing wait times for customers.
- Handled product returns and exchanges, maintaining store policies while fostering positive customer experiences.
- Collaborated with team members to maintain clean and organized workspaces, improving overall store environment.
- Trained new staff on customer service protocols and store procedures, enhancing team performance and confidence.
- Resolved customer complaints effectively, employing problem-solving skills to turn negative experiences into positive outcomes.
- Engaged in continuous learning about products and services, improving ability to assist customers with diverse needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Kitchen Hand
Boonie's Bar and Grill
10.2010 - 04.2025
- Assisted in food preparation and kitchen organization to maintain efficient workflow.
- Operated kitchen equipment safely, ensuring adherence to health and safety standards.
- Supported chefs during busy service periods by expediting orders and maintaining inventory levels.
- Maintained cleanliness of kitchen areas, including dishwashing and equipment sanitation tasks.
- Collaborated with team members to streamline food prep processes and reduce wait times.
- Trained new staff on proper kitchen procedures and safety protocols for operational efficiency.
- Monitored stock levels, assisting in inventory management to minimize waste and shortages.
- Implemented best practices for food storage, contributing to enhanced overall kitchen hygiene standards.
- Ensured cleanliness and sanitation by thoroughly washing dishes, utensils, and kitchen equipment.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Maintained a well-organized work area by consistently cleaning surfaces and organizing supplies.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Supported chefs in food preparation tasks such as chopping ingredients, peeling vegetables, and marinating meats.
- Collaborated with other kitchen staff members to ensure smooth workflow during peak dining hours.
- Managed time to juggle multiple tasks simultaneously with ease.
- Followed proper handling and sanitation procedures to comply with food safety standards and protocols.
- Labeled and stored all food items correctly and checked expiration dates routinely.
- Chopped vegetables, cut up fruit, and prepared sauces when kitchen staff was busy.
- Contributed to a positive team atmosphere through effective communication with colleagues and supervisors.
- Plated and presented food following chef requirements.
- Assisted with meal presentation, garnishing dishes, and arranging serving platters to create an appealing visual display.
- Followed recipes and chef instructions to prepare food correctly.
- Transported food items from storage areas to kitchen for prepping.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Developed strong time management skills, effectively prioritizing tasks to ensure completion within allocated timeframes.
- Learned other teammates' work tasks to train as backup.
- Promoted a safe work environment by adhering to strict health and safety guidelines during all tasks performed in the kitchen.
- Maintained proper food storage procedures to preserve ingredient freshness while minimizing risks of contamination or spoilage.
Owner/Operator
Westy's Lawn and Landscape
05.2011 - 09.2022
- Managed daily operations, ensuring timely completion of landscaping projects.
- Developed and implemented efficient scheduling processes for team assignments.
- Oversaw equipment maintenance and inventory management to optimize resource usage.
- Trained new employees on safety protocols and operational procedures.
- Cultivated client relationships, enhancing customer satisfaction and retention rates.
- Analyzed project workflows to identify areas for process improvement and efficiency gains.
- Coordinated marketing strategies to promote services, increasing brand visibility in the community.
- Led a team of landscapers, fostering a collaborative environment to achieve project goals effectively.
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed business plan, processes and procedures to provide superior Product or Service to customers.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Trained and motivated employees to perform daily business functions.
- Implemented effective financial management practices, improving cash flow and profitability.
- Assessed income and expenses and adapted plans to improve profit levels.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
Farm Hand
R W Hoenig Bros.
08.2011 - 08.2018
- Operated and maintained farm machinery, ensuring optimal performance and safety standards.
- Assisted in planting, cultivating, and harvesting crops to meet seasonal production goals.
- Monitored crop health, identifying issues early to implement effective solutions.
- Managed livestock care, including feeding, breeding, and health monitoring practices.
- Collaborated with team members to improve workflow efficiency and task delegation.
- Trained new staff on operational procedures and safety protocols for farm activities.
- Assisted in the construction or repair of fences, barns, sheds, or other infrastructure necessary for successful farm operation.
- Carried out daily farm tasks such as feeding animals, milking cows, and cleaning pens to ensure animal health and welfare.
- Operated various farm machinery including tractors, plows, and balers for efficient land cultivation and crop production.
- Collaborated with other farm workers to complete tasks efficiently according to established schedules and protocols.
- Contributed to overall farm efficiency by performing regular equipment maintenance and repairs as needed.
- Supported successful harvests through diligent planting, weeding, and pruning efforts.
- Ensured proper animal care by administering medications, vaccinations, or treatments as prescribed by veterinarians.
- Streamlined feeding processes, ensuring all animals received appropriate nutrition for optimal growth and health.
- Engaged in community farming initiatives to share knowledge and resources, strengthening local agricultural practices.
- Conducted daily health checks on animals, swiftly identifying and addressing any signs of illness to maintain herd health.
- Trained new farm hands in efficient work methods and safety practices, fostering knowledgeable and safety-conscious team.
- Led tours for visitors, providing educational insights into sustainable farming practices and promoting community engagement.
- Assisted in birth of livestock, enhancing farm's productivity and animal well-being with skilled support.
- Examined animals for signs of sickness and overall herd health.
- Kept pens, stalls and farm equipment clean and sterilized to support animal wellbeing.
- Observed animals and notified supervisor of signs of illness.
Education
Managing My Own Business
Stratford Career Institute
Fort Madison, IA05.2004
High School Diploma - Practical Electric, Computers And Business
Fort Madison High School
Fort Madison, IA06.2002
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Administrative support
- Microsoft PowerPoint
- Data collection
- Prioritization
- Staff training
- De-escalation techniques
- Technical support
- Quality control
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Sales expertise
- Assertiveness
- Order fulfillment
- Recordkeeping strengths
- Account updating
- Spreadsheets
- Office equipment proficiency
- Proofreading
- Stock management
- Shipping and logistics
- Business development
- Warehousing functions
- Receiving support
Timeline
Customer Service Representative
Hy-Vee
04.2025 - Current
Farm Hand
R W Hoenig Bros.
08.2011 - 08.2018
Owner/Operator
Westy's Lawn and Landscape
05.2011 - 09.2022
Kitchen Hand
Boonie's Bar and Grill
10.2010 - 04.2025
Managing My Own Business
Stratford Career Institute
High School Diploma - Practical Electric, Computers And Business
Fort Madison High School