Aubrie Blake
Denton,TX
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
12
12
years of professional experience
Work History
Ride Share Driver
Uber
03.2017 - Current
- Adapted strong communication skills while interacting with diverse groups of riders daily.
- Followed company guidelines and policies when interacting with passengers.
- Assisted passengers with loading and unloading luggage for enhanced customer care.
- Built and maintained positive relationships with passengers by providing friendly and professional service.
- Increased repeat business through exceptional customer service, resulting in numerous positive reviews on rideshare platform.
- Attained high customer ratings on post-trip surveys for timeliness, vehicle cleanliness, and customer service.
- Picked up riders at designated locations and greeted upon vehicle entry.
- Ensured passenger safety with strict adherence to traffic regulations and proactive driving habits.
- Cleaned and sanitized rideshare vehicle to avoid germ and infection spread.
- Dispersed knowledge of local attractions and points of interest to better assist passengers with recommendations or directions when requested.
- Assisted riders with special needs or accessibility requirements, ensuring their comfort throughout their journey.
Customer Care Representative
Independent Financial
07.2022 - 08.2023
- Helped over 30 customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Maintained high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Logged call information and solutions provided into internal database.
- Maintained and managed customer files and databases.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Collaborated with other team members to ensure seamless and efficient banking experience for clients.
- Enhanced customer satisfaction by effectively addressing and resolving banking inquiries.
- Improved verification accuracy by implementing thorough quality control processes and procedures.
Social Media Manager
24.7 ai
08.2021 - 02.2022
- Responded promptly to customer inquiries via chat, delivering excellent customer service and ensuring positive interaction
- Provided articulate and customer-focused replies, enhancing overall quality of communication and customer satisfaction
- Engaged with customers over phone as required, maintaining effective communication, and resolving issues promptly
- Skillfully de-escalated situations when customers expressed dissatisfaction, ensuring constructive resolution and positive customer experience
- Contributed to development of new team members by providing guidance and training.
- Maintained detailed records of customer interactions for reference in future support scenarios.
- Utilized strong problem-solving skills to troubleshoot technical issues and provide solutions that met customer needs.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries via chat platform.
- Increased first-contact resolutions by carefully reviewing customer history before engaging in conversation.
- Developed rapport with customers by actively listening to their concerns and empathizing with their situations.
- Adapted communication style according to individual customer preferences, creating tailored support experience.
- Handled high-volume chat interactions during peak hours while maintaining professional demeanor at all times.
- Met or exceeded performance metrics for response time, issue resolution, and customer satisfaction ratings regularly.
- Resolved customer complaints effectively, resulting in increased customer loyalty and retention.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Resolved customer complaints by identifying problems, suggesting solutions implementing corrective action.
Bartender
Mellow Mushroom
02.2021 - 07.2021
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed bar according to established procedures, ensuring preparedness for each shift.
- Contributed to positive work environment through effective teamwork and communication with colleagues.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Up sold menu items to customers, driving up per sale revenues and maximizing profits.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Obtained cash bank and stocked service bar to prepare for operation.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining safe atmosphere for all guests.
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Kept bar stocked with liquors, juices and garnishes for drinks.
Line Lead
Western Son Vodka
08.2018 - 11.2020
- Assisted in training new employees and implementing procedural changes.
- Trained and monitored line associates to perform proper assembly techniques, apply best practices and comply with safety procedures.
- Maintained open lines of communication between management and production staff, successfully resolving any conflicts or concerns that arose during daily operations.
- Monitored product quality to achieve superior quality reputation.
- Increased employee morale by fostering positive work environment through effective communication and constructive feedback.
- Met tight deadlines consistently by effectively managing resources, prioritizing tasks, and monitoring progress.
- Collaborated with other departments to establish smooth operations and encourage teamwork.
- Followed daily production schedules for organized and on-time deliveries.
- Managed conflict resolutions to encourage professional and positive relationships.
- Collaborated with manager on performance-related issues and employee performance reviews.
- Provided and promoted solutions to eliminate reoccurring problems.
- Assisted in troubleshooting assembly-related problems to identify discrepancies and avoid disruptions.
- Implemented safety protocols to minimize workplace accidents, protecting staff members from potential hazards.
- Collaborated with team members to establish clear goals and objectives, resulting in increased productivity levels.
- Assembled products according to changing daily work orders and specific customer needs.
- Maintained organized work area by cleaning and removing hazards.
- Adjusted machines to increase productivity for runs.
- Performed general equipment maintenance and repair to minimize downtime.
Barista
Starbucks
11.2017 - 08.2018
- Maintained clean and organized workspace for optimal productivity and safety.
- Promoted welcoming atmosphere by greeting customers with friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to positive team environment through effective communication and collaboration with colleagues.
- Cleaned counters, machines, utensils, and seating areas daily.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Maintained regular and consistent attendance and punctuality.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Demonstrated expertise in various brewing techniques, ensuring consistent quality across all drinks served.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
- Used POS system to accurately enter orders and process payments.
- Packaged bagels, muffins and other food items for customer purchase.
Bartender/Server
Main Event
04.2017 - 11.2017
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Contributed to positive work environment through effective teamwork and communication with colleagues.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Crafted special drink and cocktail menu items for seasonal offerings.
- 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.
- Performed opening and closing duties, ensuring dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained clean and orderly dining area for 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.
Inventory Specialist
Zodiac Seats LLC
08.2014 - 04.2017
- Managed high volumes of orders while maintaining accuracy through attention to detail and effective time management skills.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Improved delivery times by closely monitoring and prioritizing urgent orders.
- Maintained open lines of communication between internal departments to facilitate smooth hand-offs throughout each stage of order life-cycle.
- Enhanced communication between departments to ensure seamless order management and fulfillment.
- Addressed supply problems and developed creative solutions to prevent delays.
- Reduced inventory discrepancies by maintaining accurate records of materials and supplies.
- Collaborated with suppliers for timely delivery, minimizing production delays.
- Assisted in reducing lead times by coordinating with production teams on material requirements and schedules.
- Completed logs and reports detailing production data such as volume, materials used, and quality assurance results, helping management make accurate operational decisions.
- Streamlined order processing by implementing efficient scheduling and tracking systems.
- Developed standard operating procedures, streamlining daily tasks for increased efficiency across our team.
- Performed data entry and completed proper paperwork.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Maintained clean and well-organized work environment, promoting safety and efficiency among team members.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Trained new employees on proper procedures, boosting their ability to contribute effectively as part of our team.
- Sorted and delivered materials to different work areas and staff.
- Moved shipment materials to and from designated areas using lift and hand trucks.
- Processed required paperwork to expedite handling of shipped and received goods.
Overnight Stocker
Walmart
02.2014 - 08.2014
- Maintained proper storage of overstock items, keeping backroom areas organized and accessible for future use.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Enhanced store appearance for better customer experience through meticulous shelf stocking and arrangement.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Ensured timely completion of nightly stocking tasks, optimizing store readiness for following day's operation.
- Scanned shelves and product cases to locate expired, outdated, and spoiled items.
- Collaborated with fellow team members, ensuring consistent communication and task distribution for successful restocking process.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Consistently met or exceeded established stocking goals while maintaining accuracy in product placement throughout store.
- Maintained safe working environment by adhering to company safety procedures and promptly addressing potential hazards.
- Provided excellent customer service when encountering early morning shoppers, answering questions, and offering assistance as needed.
- Streamlined overnight stock processes by implementing efficient organization and product placement techniques.
- Demonstrated adaptability in performing additional duties beyond standard stocking assignments when necessary, such as assisting with floor resets or special projects.
- Promoted positive work atmosphere among team members through respectful collaboration and open communication channels during overnight shifts.
- Expedited store opening preparation, completing all assigned tasks before business hours commenced each morning.
- Increased employee productivity with clear communication of expectations and priorities during overnight shifts.
- Kept work areas neat, clean and free from debris.
- Stocked designated items on shelves, end caps and displays.
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
- Transported merchandise to sales floor and replenished out-of-stock and low-stock items.
- Interacted with guests in friendly and knowledgeable way.
- Moved cardboard, plastic ties, and other debris from unboxing to trash.
- Safely and securely loaded items to prevent damage during transport.
- Followed orders precisely for correct items, sizes and quantities.
- Disposed of damaged or defective items or coordinated returns to vendors for covered items.
Store Associate
Ace Hardware
02.2012 - 02.2014
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
- Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.
- Increased customer satisfaction by providing efficient and friendly service while handling transactions.
- Worked closely with fellow associates to create positive work environment, fostering teamwork and mutual support.
- Resolved customer inquiries and issues promptly, demonstrating excellent communication skills.
- Maintained tidy and organized store to comply with cleanliness standards.
- Handled cash register operations accurately, balancing drawers at end of each shift.
- Answered questions about store policies and addressed customer concerns.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Provided exceptional customer service by actively engaging with shoppers and offering assistance as needed.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Streamlined store operations by organizing merchandise displays and restocking shelves promptly.
- Increased sales and customer satisfaction through personalized servicing.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Assisted with inventory management, ensuring accurate counts and proper storage of products.
- Processed returns and exchanges efficiently, adhering to company policies and procedures.
- Facilitated smooth checkout experiences for customers by quickly scanning items, bagging purchases, and processing payments appropriately.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Supported store management in maintaining visual merchandising standards through regular upkeep of displays and signage.
- Briefed customers regarding shop promotions and discounts by providing coupons and flyers to increase sales.
- Located merchandise across various stores to address customer needs.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Listened to customer needs and desires to identify and recommend optimal products.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Used in-store system to locate inventory and place special orders for customers.
- Participated in training activities and instruction sessions.
- Assisted in training and onboarding team members.
- Increased accuracy in color matching by regularly calibrating colorimeter devices and updating formula databases as needed.
- Assisted customers with custom color requests, resulting in increased number of satisfied clients with personalized solutions.
- Improved paint quality by accurately measuring and combining ingredients according to specified formulas.
Education
Associates -
North Central Texas College
Corinth, TX05.2024
High School -
Pilot Point High School
Pilot Point, TX05.2011
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Complaint Handling
- Problem Resolution
- Payment Processing
- First Call resolution
- Order Processing
- Documentation And Reporting
- Database Research
- Computer Skills
- Calm Under Pressure
- Teamwork and Collaboration
- Microsoft Office
Timeline
Customer Care Representative
Independent Financial
07.2022 - 08.2023
Social Media Manager
24.7 ai
08.2021 - 02.2022
Bartender
Mellow Mushroom
02.2021 - 07.2021
Line Lead
Western Son Vodka
08.2018 - 11.2020
Barista
Starbucks
11.2017 - 08.2018
Bartender/Server
Main Event
04.2017 - 11.2017
Ride Share Driver
Uber
03.2017 - Current
Inventory Specialist
Zodiac Seats LLC
08.2014 - 04.2017
Overnight Stocker
Walmart
02.2014 - 08.2014
Store Associate
Ace Hardware
02.2012 - 02.2014
Associates -
North Central Texas College
High School -
Pilot Point High School