Andria Burnett
Chester,VA
Summary
To obtain a career where my 10+ years of experience in customer service will continuously develop the professionalism and problem-solving abilities I currently possess. Proven in multitasking. Dedicated to providing quality service and committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Trainer/Cashier
McDonald’s
01.2022 - Current
- Responsible for training all new associates in the fundamental responsibilities of providing high quality customer service.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
Call Center Representative
Maximus Insurance
01.2019 - 01.2020
- Handled multiple phone calls while consistently resolving customer issues through effective communication and a friendly disposition.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Customer Service Supervisor
Wal-Mart
01.2017 - 01.2019
- Supervised a team of 5-10 employees in assisting customers with purchases and returns.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Cashier
McDonald’s
Warsaw, VA
01.2014 - 01.2017
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
Customer Service Associate
Burger King
01.2012 - 01.2014
- Handled cash transactions and processed payments, utilizing point-of-sales (POS) systems.
Office Assistant
The College of William & Mary
01.2011 - 01.2012
- Provided administrative support to college admission office.
- Expedited document processing with accurate data entry and timely filing.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Ensured timely completion of projects by coordinating resources across multiple teams effectively.
- Completed clerical tasks such as filing, copying, and distributing mail.
Education
Richard Bland College
12.2012
Rappahannock High School
12.2011
Skills
- Account updating
- Call Center Operations
- Payment Processing
- Service Recommendations
- Team Management
- Cash Handling
Administrative Skills
- Provided administrative support to college admission office.
- Administrative experience in a higher education environment, which included filing, sorting, and organizing documents.
- Continuously updated filing and referral system for student applications.
- Knowledgeable in most office functions such as typing, copying, proofreading and database management.
Customer Service And Sales Skills
- Supervised a team of 5-10 employees in assisting customers with purchases and returns.
- Responsible for handling multiple phone calls while consistently resolving customer issues through effective communication and a friendly disposition.
- Proactively addresses customer concerns and resolves any issues that arise.
- Handles cash transactions and processed payments, utilizing point-of-sales (POS) systems.
- Established and maintained relationships with repeat customers; able to greet them by name.
Professional Experience
- Responsible for training all new associates in the fundamental responsibilities of providing high quality customer service.
- Provided expertise on key customer issues, store operations and company policies and procedures.
- Proven ability to multi-task in a fast-paced environment.
- Driven by customer satisfaction; superior telephone and face-to-face interaction.
Timeline
Trainer/Cashier
McDonald’s
01.2022 - Current
Call Center Representative
Maximus Insurance
01.2019 - 01.2020
Customer Service Supervisor
Wal-Mart
01.2017 - 01.2019
Cashier
McDonald’s
01.2014 - 01.2017
Customer Service Associate
Burger King
01.2012 - 01.2014
Office Assistant
The College of William & Mary
01.2011 - 01.2012
Richard Bland College
Rappahannock High School