Briana Overla
Montague,MI
Summary
Hardworking, organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Committed to contributing to superior service, maximum revenue generation and high productivity. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Eager to learn and grow.
Overview
10
10
years of professional experience
Work History
CSR/Office Manager
Gerber Collision And Glass
05.2021 - 07.2023
- Supervised 25-50 repairs while providing excellent customer service to callers requiring assistance for scheduling and insurance issues.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific services.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Worked with customers and insurance companies to obtain payments.
- Built and maintained good relations with customers, encouraging loyalty and obtaining recommendations.
- Established relationships with automotive industry vendors for subcontracting mechanical work, glass and tint, calibrations, towing, rental and other services needed.
- Supported customer service and satisfaction objectives by resolving escalated issues, and establishing payment arrangements.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Answered central telephone system promptly and directed calls accordingly.
- Corresponded with clients through email, telephone, or postal mail.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Assisted with onboarding new clients and securing paperwork completion.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
- Scheduled office meetings and client appointments for staff teams.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Communicated with customers to identify and resolve outstanding payments.
- Reviewed accounts on a daily basis to assess aging and pursue collection of funds.
- Generated monthly accounts receivable reports to submit developments for management review.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Developed and maintained positive relationships with insurances to maximize timely payments.
- Developed and implemented strategies to improve collection processes and reduce overdue payments.
- Handled day-to-day accounting processes to drive financial accuracy.
Deli Manager
CITGO
08.2019 - 03.2020
- Inventoried food products and associated materials on weekly basis.
- Trained, supervised and evaluated deli staff to align compliance with health and safety regulations.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Reviewed pricing and ordered food ingredients, kitchen appliances, and supplies.
- Controlled inventory costs by carefully managing portion control and reducing waste.
- Developed pricing strategies to maximize profits while maintaining customer satisfaction.
- Analyzed customer feedback to identify areas of improvement and evaluated performance over time.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Promoted cleanliness and sanitation of freezer, equipment, and retail cases.
Tanning Consultant
GLO Sun And Shades
05.2017 - 12.2017
- Educated clients on health and safety of tanning facilities and procedures.
- Utilized knowledge of tanning products and skin types to tailor customers' tanning experiences.
- Maintained clean and stocked front counter area.
- Scheduled clients based on number of beds and booths with consideration of walk-in averages.
- Informed and demonstrated how to use tanning equipment to new clients.
- Exceeded monthly tanning product and membership sale quotas.
- Assigned clients to appropriate facilities based on desired treatments and health needs.
- Completed household tasks by assisting with laundry, light housekeeping and grocery shopping.
- Developed and implemented individual care plans tailored to needs of each client.
Tanning Consultant
Midnite Sun & Cruise
01.2016 - 12.2017
- Educated clients on health and safety of tanning facilities and procedures.
- Utilized knowledge of tanning products and skin types to tailor customers' tanning experiences.
- Maintained clean and stocked front counter area.
- Scheduled clients based on number of beds and booths with consideration of walk-in averages.
- Informed and demonstrated how to use tanning equipment to new clients.
- Exceeded monthly tanning product and membership sale quotas.
- Updated computer system with client schedules, inventories and spa information.
- Assigned clients to appropriate facilities based on desired treatments and health needs.
- Participated in team meetings and staff training sessions.
- Preserved patient safety by following safety protocols.
- Completed household tasks by assisting with laundry, light housekeeping and grocery shopping.
- Developed and implemented individual care plans tailored to needs of each client.
Crew Trainer
McDonald's
09.2016 - 12.2016
- Trained other employees in customer service, food safety, and performance requirements.
- Set positive example for team members by providing high-quality, efficient service.
- Taught new team members correct procedures for all areas of operations.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Took orders, prepared meals, and collected payments.
- Worked front counter, drive-thru and other areas.
- Worked well with teammates and accepted coaching from management team.
- Cleaned counter surfaces, dining areas and food preparation areas for maximum health, safety and customer satisfaction.
- Collaborated with team members to complete orders.
- Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
- Assisted other team members to achieve goals.
- Listened attentively to customer complaints or requests and resolved issues without need to escalate.
- Delivered complete food orders to guests and confirmed customer satisfaction with completed order.
Customer Service Representative
AAA Roadside Assistance
05.2016 - 08.2016
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Communicated with customers to provide vehicle triage and resolution.
- Located customers in multiple states using various different computer maps.
- Exhibited high energy and professionalism when dealing with clients and staff.
Night Shift Manager
McDonald's
04.2015 - 05.2016
- Prepared materials for following shift.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Oversaw restocking of supplies and other functions to prepare for daytime business.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Ran nightly reports closing out various accounts and detailing daily activities.
- Provided first-rate service to all customers regardless of time or concern.
- Delegated tasks and oversaw performance to accomplish all required objectives.
- Walked around facility frequently to check activities.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.
- Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies.
- Assisted team in any area that needed help when behind to promote a happy work place for coworkers, and our guests.
Guest Service Attendant
Michigan's Adventure
06.2013 - 08.2014
- Welcomed guests on arrival, displaying professional and friendly approach, offered assistance, and answered questions.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Maintained high level knowledge of all park services offered to answer guest questions.
- Assisted Rides, and Water-Park teams when short staffed.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
Education
High School Diploma -
Orchard View High School
Muskegon, MI2016
Skills
- Calm and Professional Under Pressure
- Prioritization
- Computer Proficiency
- Typing Proficiency
- Schedule Mastery
- Money Handling Abilities
- Report Preparation
- Customer Service
- Active Listening
- Problem-Solving Ability
- Clerical Support
- Invoice Preparation and Processing
REFEERENCES
- Jay Steinebach (616)-308-5450
- Previous Co-Worker, GM at Gerber Collision.
- Additional References available upon request.
Timeline
CSR/Office Manager
Gerber Collision And Glass
05.2021 - 07.2023
Deli Manager
CITGO
08.2019 - 03.2020
Tanning Consultant
GLO Sun And Shades
05.2017 - 12.2017
Crew Trainer
McDonald's
09.2016 - 12.2016
Customer Service Representative
AAA Roadside Assistance
05.2016 - 08.2016
Tanning Consultant
Midnite Sun & Cruise
01.2016 - 12.2017
Night Shift Manager
McDonald's
04.2015 - 05.2016
Guest Service Attendant
Michigan's Adventure
06.2013 - 08.2014
High School Diploma -
Orchard View High School
Similar Profiles
Tori De BoerTori De Boer
CSR at Gerber Collision and GlassCSR at Gerber Collision and Glass
Leo WasilewskiLeo Wasilewski
General Manager at Gerber Collision and GlassGeneral Manager at Gerber Collision and Glass
KAREM DAW ARIASKAREM DAW ARIAS
Senior Talent Acquisition Manager - Florida Region (Remote) at GERBER COLLISION AND GLASSSenior Talent Acquisition Manager - Florida Region (Remote) at GERBER COLLISION AND GLASS
Clinton ThomasClinton Thomas
Master Certified Collision at Gerber Collision and GlassMaster Certified Collision at Gerber Collision and Glass
Amy MoreauAmy Moreau
Cardiac Device Clinic Technician/Lead at Trinity HealthCardiac Device Clinic Technician/Lead at Trinity Health