Aubrey Trupp-Harrell
Mesa,AZ
Summary
Proven leader in customer service and conflict resolution, excelling in high-pressure environments as demonstrated at Synchrony Bank. Expert in employing de-escalation techniques and critical thinking to enhance customer satisfaction and loyalty. Skilled in data entry and staff training, significantly improving operational efficiency and team performance.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Synchrony Bank
Phoenix, AZ
10.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Server
Chilis bar and grill
Mesa, AZ
02.2017 - 05.2022
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
Owner
Aubrey's Daycare
Mesa, AZ
05.2012 - 05.2019
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
Assistant Manager
Yankee Candle
Port Huron, MI
06.2004 - 01.2005
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Education
Chandler High School
Chandler, AZ05.2000
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Complaint resolution
- Payment Processing
- Professional telephone demeanor
- Call Center Operations
- Call Management
- Building rapport
- De-Escalation Techniques
- Dispute Resolution
- Coordination
- Assertiveness
- Reading Comprehension
- Staff education and training
- Conflict Mediation
Timeline
Customer Service Representative
Synchrony Bank
10.2022 - Current
Server
Chilis bar and grill
02.2017 - 05.2022
Owner
Aubrey's Daycare
05.2012 - 05.2019
Assistant Manager
Yankee Candle
06.2004 - 01.2005
Chandler High School