Ariana N. Cotton
Daly City,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
Work History
Scheduling Lead
Palamerican Security Inc
05.2022 - Current
- Provide an efficient and high-touch experience for every customer to include the public, clients, and our employees
- Manage the scheduling of Palamerican Security agents to optimize operating results
- Maintains site coverage always
- Track time off requests to ensure site coverage; responds to emergency situations, call-offs, and absences to ensure that client sites have coverage
- Maintains current knowledge of sites and their requirements to include but not limited to: availability and time of services, as well as client exclusion/bans lists
- Screen and respond to incoming calls, and help drive the operational and customer service processes
- Relay accurate information to ensuring proficient, quality client and employee experiences
- Coordinates the schedules and assignments of security staff; briefs supervisors on changes to post schedules and sending out Training Schedule emails new Security Officers
- Assist Operational needs to include completing shift reach outs, filing, compliance tracking, answering dispatch calls and maintain uniform inventory
- Adhere to company notification standards in all communications
- Provide analytical and accurate reports, maintain logs for various Operational functions
- Troubleshooting any and all customer problems
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Gathered employee data to develop monthly work schedules, enabling proper staffing for departments for each shift.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
Delivery Station Liasion
Amazon
08.2020 - 03.2022
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Answered constant flow of customer calls with minimal wait times
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Effective liaison between customers and internal departments by offering advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Term Package Handler
OnTrac
11.2019 - 01.2020
- Physical loading/unloading (including: physical bending, twisting, kneeling) packages of varying sizes and weights by hand in a safe and efficient manner
- Scanning, as well as sorting and placing packages
- Used hand-held scanners and physical logs to accurately track item movements.
- Assembled, sealed and loaded packages into correct trucks.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Followed verbal and written instructions to properly move and ship products.
- Removed jams and unblocked conveyor system to maintain flow of goods.
Assistant manager
06.2019 - 09.2019
Sales Associate
Banana Republic
08.2018 - 06.2019
- Established lasting relationships with our customers
- Indorsed customer service policies and procedures
- Gathered client needs and wants to provide them with the complimentary product
- Meeting monthly and weekly goals (as well as destroying my personal goals)
- Operating the cash register and maintaining my work area
- Maintained records related to sales, returns, and inventory availability
- Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs
- Provided positive first impressions to welcome existing, new and potential customers.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
Education
Certification - Software As A Service
Udemy
09.2022
Online Course - Excel
Udemy
07.2022
High School Diploma - undefined
EL Cerrito High School
06.2016
Skills
- Calendar Coordination
- Customer Support
- Teamwork and Collaboration
- Data Entry and Maintenance
- Responding to Difficult Customers
- Customer Data Confidentiality
- Needs Assessment
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
Timeline
Scheduling Lead
Palamerican Security Inc
05.2022 - Current
Delivery Station Liasion
Amazon
08.2020 - 03.2022
Term Package Handler
OnTrac
11.2019 - 01.2020
Assistant manager
06.2019 - 09.2019
Sales Associate
Banana Republic
08.2018 - 06.2019
Certification - Software As A Service
Udemy
Online Course - Excel
Udemy
High School Diploma - undefined
EL Cerrito High School
Similar Profiles
Ali ChakibAli Chakib
Security Supervisor at Palamerican SecuritySecurity Supervisor at Palamerican Security
Bryan RiveraBryan Rivera
Administrative Assistant/Security Officer at Palamerican SecurityAdministrative Assistant/Security Officer at Palamerican Security
Hamidullah AmidHamidullah Amid
Unarmed Security Officer at Palamerican SecurityUnarmed Security Officer at Palamerican Security
Giovanny MejiaGiovanny Mejia
Warehouse Delivery Worker at Fire Stop Sprinkler CompanyWarehouse Delivery Worker at Fire Stop Sprinkler Company
Kamalika MadhwanKamalika Madhwan
Sales Associate at Shoe PalaceSales Associate at Shoe Palace