April Willis
Davenport,FL
Summary
With over 20 years of experience in customer service management, HR/administrative clerical work, transportation, and the healthcare field, I possess extensive knowledge and expertise that can benefit any organization. Throughout my career, I have consistently displayed strong leadership skills, effectively managing teams and achieving exceptional customer satisfaction. My background in HR and administrative clerical work has sharpened my attention to detail and my ability to handle multiple tasks efficiently. In the transportation industry, I have successfully coordinated logistics and ensured timely delivery of goods. Furthermore, my experience in the healthcare field has cultivated my ability to provide compassionate care while maintaining a high level of professionalism. I am now seeking an opportunity to utilize my diverse skill set and contribute to the success of a dynamic organization.
Overview
22
22
years of professional experience
Work History
Retention Customer Service Representative
Spectrum
04.2024 - Current
- Facilitated open communication between customers and management when needed, acting as a liaison to address any escalated concerns.
- Utilized CRM software efficiently to track customer interactions and ensure proper follow-up on pending issues.
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Maintained up-to-date knowledge of product and service changes.
- Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
- Delivered accurate information regarding billing inquiries and assisted in resolving discrepancies quickly.
- Conducted thorough investigations of customer complaints, working diligently to find resolutions that satisfied all parties involved.
HR Assistant 1
Amazon
09.2023 - Current
- Set up, execute, and break down hiring events based on labor projections
- Help candidates progress through the hiring process including application completion, reviewing work authorization documentation, taking badge photos, administering drug screening and other duties
- Consult with applicants to determine the best match for desired position
- Utilize the applicant tracking system to move candidates through the application process as well as other various technologies
- Complete post event audits and resolve errors
- Resolve candidate escalations including identifying and removing barriers
- Documented human resources records and maintained confidentiality of sensitive personal information.
Beauty counter Manager
Macys
01.2023 - 01.2024
- Responsible for sharing your extensive product knowledge to customers while developing and motivating a team of colleagues to deliver excellent customer service and meet sales goals
- Partnered with the Sales and Customer Experience Managers and beauty vendors to execute company and store-based events to achieve sales goals
- Consulted clients on product selection and performed make-up lessons/applications
- Managed inventory of make-up, skin care treatments and fragrances, ordered products
- Completed customer transactions using POS register system
- Analyze business performance of daily, weekly, monthly and annual sales results through attendance of meetings with upper management
Hostess
Disney wilderness lodge
01.2023 - 09.2023
- Welcome guests to the venue
- Provide accurate wait times and monitor waiting lists
- Manage reservations
- Escort customers to assigned dining or bar areas
- Provide menus and announce Waiter/Waitress's name
- Greet customers upon their departure
- Coordinate with wait staff about available seating options
- Maintain a clean reception area
- Cater to guests who require extra attention (e.g
- Children, elderly)
- Assist wait staff as needed
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Completed daily side work and opening and closing duties without fail.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Answered customer questions about hours, seating, and menu information.
Bus Operator
New Jersey Transit
09.2018 - 12.2021
- Maintained safe driving habits to protect property and general public on roadways
- Transported passengers on predetermined routes while following local traffic regulations
- Provided information to passengers, including route, schedule and fares
- Maintained timely adherence to schedules and fares
- Assisted disabled passengers in boarding and exiting the bus
- Performed all duties with personable communication and professionalism
- Obeyed all DOT rules and regulations in addition to local laws and stipulations
- Received and submitted passenger fares
Mail Carrier Technician
United States Postal Service
05.2014 - 09.2018
- Routed all classes of mail in sequence of delivery along an established route
- Observed road rules, weather and road conditions and other factors to maintain a safe driving record
- Assisted customers in receiving oversized parcels by carrying items inside
- Delivered mail along prescribed route and retrieved additional mail from relay boxes
- Delivered various types of mail on routes according to strict timelines
- Juggled multiple projects and tasks to ensure high quality and timely delivery
Customer Service Agent
Cvs Customer Relations
01.2009 - 06.2009
- Identify, research, and resolve customer issues using the computer system
- Follow up on customer inquiries not immediately resolved
- Complete call logs and reports
- Research billing issues
- Research misapplied payments
- Recognize, document and alert the supervisor of trends in customer calls
- Recommend process improvements
- Other duties as assigned
Medical Record Secretary/ Health Information services
Rhode Island Hospital
01.2003 - 06.2008
- Excellent communication skills both in person and on the phone
- Team oriented, flexible with a positive attitude
- Ensured obsolete records are purged and prepared for storage according to the department
- Prepared and maintained charts for new and existing patients accurately within timelines standards
- Trained new medical record technicians, inter office medical professionals on medical records procedures with positive feedback
- Answered multi-line phone system and enthusiastically greeted callers.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Education
No Degree - Applied Behavioral Analysis
Ashford University
San Diego, CA10.2017
Associate Degree - Psychology
Hudson County Community College
Jersey City, NJ05.2014
Certificate - Computer Technical Support
Katherine Gibbs School
Providence, RI06.2000
Skills
- Experience serving diverse population
- Excellent communication skills
- Develops and maintains positive relations with customers
- Problem solver
- Multitasking capability
- Able to work independently
- Able to work within a team setting
- Knowledgeable of numerous computer software systems
- Microsoft Word
- Office 360
- Google Docs
- Excel
- Ability to safely operate heavy machinery
- Call center experience
- Problem Resolution
- Complaint Handling
- De-Escalation Techniques
- Professional telephone demeanor
Awards
- Phi Theta Kappa National Honor Society
- Psi Beta National Honor Society for Psychology
- Sigma Kappa Delta National English Honor Society
- Dean's List 2011-2013
Timeline
Retention Customer Service Representative
Spectrum
04.2024 - Current
HR Assistant 1
Amazon
09.2023 - Current
Beauty counter Manager
Macys
01.2023 - 01.2024
Hostess
Disney wilderness lodge
01.2023 - 09.2023
Bus Operator
New Jersey Transit
09.2018 - 12.2021
Mail Carrier Technician
United States Postal Service
05.2014 - 09.2018
Customer Service Agent
Cvs Customer Relations
01.2009 - 06.2009
Medical Record Secretary/ Health Information services
Rhode Island Hospital
01.2003 - 06.2008
Associate Degree - Psychology
Hudson County Community College
Certificate - Computer Technical Support
Katherine Gibbs School
No Degree - Applied Behavioral Analysis
Ashford University