Anna Wilson
St. Paul,MINNESOTA
Summary
Dynamic Customer Service Representative with a proven track record at Carenet Health, excelling in service excellence and analytical problem-solving. Recognized for enhancing customer loyalty through empathetic conflict resolution and effective communication. Skilled in managing high-stress situations while maintaining professionalism, ensuring customer satisfaction and retention.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Carenet Health
St. Paul, MN (Remote)
04.2022 - 12.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Napleton Automotive Group
St. Paul, MN (Remote)
08.2019 - 12.2021
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Hostess
Denny's
Bloomington, IL
04.2018 - 07.2019
- Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
Delivery Driver
Jimmy John's
Bloomington, IL
09.2014 - 10.2017
- Delivered packages to customer doorsteps and business offices.
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
Counter Helper
Panda Express
Normal, IL
08.2011 - 01.2014
- Participated in promotional events designed to attract new customers and increase brand awareness.
- Trained new employees on company policies and procedures, fostering a high level of professionalism among staff members.
- Managed inventory levels by conducting regular stock checks and placing orders when necessary.
- Proactively resolved minor complaints from guests before they escalated into larger issues, preserving positive dining experiences.
- Performed routine maintenance tasks such as cleaning equipment or restocking supplies to maintain an efficient workplace atmosphere.
Education
Associate of Science - General Education
Heartland Community College
Normal, IL08-2019
Skills
- Service excellence
- Analytical problem-solving
- Engaged listening
- Flexibility in changing situations
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Achieved faster ticket times by completing cooking of Orange Chicken with accuracy and efficiency.
- Achieved guest satisfaction through effectively helping with the line.
Additional Information
- I am a former Panda employee familiar with the "Panda Way", operational standards, and key performance indicators (KPIs)
- My previous Panda experience allowed me to learn the operations, making me ready for a leadership position
- I have experience in cash handling, opening/closing procedures, and inventory management
- I have skills including, but not limited to guest conflict resolution, teamwork, and problem-solving
- Supported management by training 3+ new hires on station procedures and company culture
- Consistently maintained high-speed service during peak lunch hours
- Entrusted with closing duties, including cash drawer reconciliation and food safety compliance
- Prepared, balanced, and verified daily bank deposits, ensuring adherence to corporate cash-handling policies
Timeline
Customer Service Representative
Carenet Health
04.2022 - 12.2025
Customer Service Representative
Napleton Automotive Group
08.2019 - 12.2021
Hostess
Denny's
04.2018 - 07.2019
Delivery Driver
Jimmy John's
09.2014 - 10.2017
Counter Helper
Panda Express
08.2011 - 01.2014
Associate of Science - General Education
Heartland Community College