Atha Young
Customer Service Expert
Alexandria,VA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Assistant Manager
Jimmy John's
01.2022 - Current
- Coordinated schedules of multiple shifts to maximize coverage while minimizing labor costs during slow periods or seasonal fluctuations in business volume.
- Managed catering orders effectively, ensuring timely delivery of large-scale meals without compromising quality or presentation standards.
- Reduced food waste by implementing proper inventory tracking and storage practices.
- Controlled labor hours and inventory costs through hands-on management and proactive changes.
- Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Operated cash register accurately, managing transactions efficiently while providing excellent customer service.
- Enhanced overall dining experience by attentively addressing customer concerns or complaints, taking appropriate actions to rectify issues and prevent future occurrences.
- Enhanced customer satisfaction by efficiently managing food service operations and maintaining clean environment.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Tracked food production levels, meal counts, and supply costs.
Customer Service Representative
HBO/Harte Hanks
10.2016 - 01.2022
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Monitored systems in operation and quickly troubleshot errors.
- Researched product and issue resolution tactics to address customer concerns.
- Implemented feedback from customers to improve overall quality of support services provided by team.
- Responded promptly to emergency after-hours support calls, ensuring minimal downtime for customers experiencing critical issues.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
Account Manager
STARTEK
01.2006 - 09.2008
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Developed customized account plans for clients to help them achieve their business goals.
- Actively participated in networking events within industry, expanding professional connections and generating leads.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Kept detailed records of daily activities through online customer database.
Customer Service Representative
InService America
02.2001 - 12.2005
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
Education
High School Diploma - General Studies
E.C. Glass High School
Lynchburg, VA 09.1999 - 05.2003
Skills
Microsoft Office
Assessments
- Work motivation, Expert, 07/01/21
- Call center customer service, Highly Proficient, 07/01/21
- Verbal communication, Proficient, 07/01/21
- Typing, Familiar, 08/01/21
- Work style: Reliability, Proficient, 08/01/21
- Customer service, Proficient, 07/01/21
- Basic attention to detail, Completed, 08/01/21
- Customer focus & orientation, Proficient, 07/01/21
- Verbal communication, Highly Proficient, 11/01/21
- Basic computer skills, Proficient, 08/01/21
- Inside sales, Familiar, 11/01/21
- Sales skills, Expert, 11/01/21
- Management & leadership skills: Impact & influence, Highly Proficient, 11/01/22
Certification
[ServSafe Food Handler], [National Restaurant Association] - [Exp. 01/2027]
Timeline
[ServSafe Food Handler], [National Restaurant Association] - [Exp. 01/2027]
01-2024
Assistant Manager
Jimmy John's
01.2022 - Current
Customer Service Representative
HBO/Harte Hanks
10.2016 - 01.2022
Account Manager
STARTEK
01.2006 - 09.2008
Customer Service Representative
InService America
02.2001 - 12.2005
High School Diploma - General Studies
E.C. Glass High School
09.1999 - 05.2003