Anna Walatt
Wilmington,DE
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Knowledgeable and dedicated customer service professional with extensive experience in the Food and 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. Focused on surpassing expectations and driving team success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Member Experience Associate
Fetch Pet Insurance
09.2019 - Current
- Handle a high volume of incoming and outgoing calls (70+/day), Enhancing member satisfaction by promptly addressing concerns and providing personalized solutions.
- Utilize Fetch operating standards, call flows and knowledge base information, to support customer inquiries to understand and address all claim outcomes, billing and coverage inquiries
- Able to multitask–accessing systems, conversing with customers, and actively listening in real-time
- Ability to interface with a wide range of customer types; demonstrating empathy and patience with attention to detail and able to communicate product-specific information in a factual and influential way
- Maintained detailed records of member interactions, ensuring accurate follow-up and timely resolution of issues.
- Built strong relationships with members through clear communication, empathy, and active listening skills.
- Assisted members in navigating online platforms, resulting in a smoother user experience and higher digital adoption rates.
- Addressed escalated concerns with professionalism and tact, restoring trust in our organization's commitment to customer satisfaction.
- Recognized for consistently exceeding performance targets, demonstrating a strong commitment to providing outstanding member experiences.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
Prep Chef Kitchen Manager
Food for Thought Catering
08.2014 - 09.2019
- Working with the Head Chef to develop and maintain the catering menu
- Manage daily kitchen operations to oversee, coordinate, and supervise staff according to food safety standards
- Duties include Training and scheduling Cooks, performing quality control on food leaving the kitchen and ordering inventory to keep up with demand
- Provide direction, motivation, and coaching for associates during the shift
- Reduced food waste by closely monitoring inventory levels and implementing proper food storage techniques.
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
Shift Manager
Wawa
10.2012 - 03.2019
- Ensuring exceptional customer service is being delivered to total guest satisfaction completing operations of the store when a more senior level manager is not present
- Ensuring efficient productivity and quality execution and adhering to food safety standards
- Demonstrate knowledge of and follow Wawa's Crisis Management procedures when necessary
- Compiled and maintained monetary reports and records.
- Administer check-in of external and internal vendors according to corporate procedures
- Enforce Wawa's cash handling and accountability processes and perform
manager functions on register - Exhibit a working knowledge of store equipment and ensure facility and store conditions meet established standards
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
Education
Thomas Mckean High School
Wilminton, DE06.2008
Skills
- 3 years of kitchen manager or leadership experience
- Strong attention to detail and organization
- Self Motivated, Quick Learner with a high energy level
- Ability to work under pressure and to defuse issues using de-escalation and problem solving techniques
- Able to anticipate needs, innovate and flourish in a high-volume, fast-paced environment
- Excellent team player with the ability to communicate clearly, professionally, to direct others and prioritize tasks
- Dependable and great with time management
- Excellent verbal, interpersonal, and written communication skills, Proficient in applications such as phone applications, G-Suite applications, and various Internet browsers
- Successful working in a 100% remote environment
Certification
Active Delaware Property & Casualty Insurance License Number: 3002789988 NPN:20841963
Cover Letter
To the hiring Manager,
I am applying for your current open position. I have been waiting for a new career opportunity and I believe that I am qualified and will exceed your expectations for this position. I am a seasoned professional in Food and Customer Service. I am self motivated and great at multitasking while staying positive and professional during stressful situations. I have the ability to defuse issues using de-escalation and problem solving techniques. I am always passionate about what I do and willing to learn. I am looking forward to hearing from you. I really believe that this would be a great opportunity for us to work together.
Thank you for your consideration,
Anna M. Walatt
Timeline
Member Experience Associate
Fetch Pet Insurance
09.2019 - Current
Prep Chef Kitchen Manager
Food for Thought Catering
08.2014 - 09.2019
Shift Manager
Wawa
10.2012 - 03.2019
Thomas Mckean High School