Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Brianna Machcinski

Erlanger,KY

Summary

Proven Customer Service Specialist with a track record of enhancing customer satisfaction and streamlining service operations at the Internal Revenue Service, IRS. Expert in complaint resolution and data entry, demonstrating exceptional coordination and client relations skills. Achieved a significant increase in team productivity through effective problem-solving and quality control measures. 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. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. 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 and providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. 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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Internal Revenue Service, IRS
07.2023 - Current
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • fast and sufficient services
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Cross-trained and provided backup support for organizational leadership.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Created and maintained detailed database to develop promotional sales.
  • Trained staff on operating procedures and company services.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Implemented and developed customer service training processes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Cross-trained and backed up other customer service managers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered prompt service to prioritize customer needs.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Cashier

Lowes Home Improvment
10.2022 - 07.2023
  • Worked flexible schedule and extra shifts to meet business needs.
  • Answered questions about store policies and addressed customer concerns.
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Addressed customer needs and made product recommendations to increase sales.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Restocked and organized merchandise in front lanes.
  • Stocked, tagged and displayed merchandise as required.
  • Built relationships with customers to encourage repeat business.
  • Upsold additional products and services to increase revenue.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Processed refunds and exchanges in accordance with company policy.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Learned duties for various positions and provided backup at key times.
  • Set up new sales displays each week with fresh merchandise.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.
  • Lifted up to [Number] pounds at once and used forklift to move heavier loads.
  • Used POS system to enter orders, process payments and issue receipts.
  • Operated cash register to record transactions accurately and efficiently.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Performed cash, card and check transactions to complete customer purchases.
  • Monitored self-checkout systems and provided help in resolving complex problems.
  • Handled cash with high accuracy and took care to check bills for fraud.

Restaurant Hostess

O’Charleys
05.2021 - 10.2022
  • Cultivated positive guest relations by managing information and orchestrating speedy seating.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Monitored front entrance for new guests while assisting servers by taking and delivering drink orders.
  • Delivered unparalleled service to drive positive dining experience and repeat customer visits.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Answered customer questions about hours, seating, and menu information.
  • Prepared dining room for service by cleaning , organizing tables and placing table settings.
  • Collected information from arriving customers to seat groups or place them on waitlist.
  • Watched dining area staff to evaluate server loads and calculate accurate wait times.
  • Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow.
  • Complied with food safety and food hygiene regulations to safeguard public health.
  • Checked in with servers to confirm preparedness before seating customers.
  • Assisted FOH and BOH staff to drive smooth service execution and maximize guest satisfaction.
  • Reported problematic guests to management to foster safe and pleasant environment.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
  • Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
  • Minimized customer service complaints by expertly managing customer expectations during busy periods.
  • Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
  • Assisted customers with delivering orders, carrying additional trays and helping dish out items.
  • Promoted business loyalty by fostering positive customer relationships.
  • Maintained balanced cash drawer with correct money values and accurate documentation.
  • Took initial drink orders and relayed information to wait or bar staff.
  • Input orders accurately into POS terminal, split bills and accepted payments.
  • Opened and closed seating sections according to volume of guests.
  • Rearranged tables and chairs for large parties and retrieved high chairs for children.
  • Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
  • Advised customers about special offerings and menu items to help drive sales.

Cashier

McDonald’s
01.2019 - 11.2019
  • Worked flexible schedule and extra shifts to meet business needs.
  • Answered questions about store policies and addressed customer concerns.
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Addressed customer needs and made product recommendations to increase sales.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Restocked and organized merchandise in front lanes.
  • Stocked, tagged and displayed merchandise as required.
  • Built relationships with customers to encourage repeat business.
  • Upsold additional products and services to increase revenue.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Processed refunds and exchanges in accordance with company policy.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Learned duties for various positions and provided backup at key times.
  • Set up new sales displays each week with fresh merchandise.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.
  • Lifted up to [Number] pounds at once and used forklift to move heavier loads.
  • Used POS system to enter orders, process payments and issue receipts.
  • Operated cash register to record transactions accurately and efficiently.
  • Worked with floor team and managers to meet wide range of customer needs.

Education

High School Diploma -

Wisdom High School
Highland Heights, KY
05.2022

Skills

  • Complaint resolution
  • Call Management
  • Data Entry
  • Appointment Scheduling
  • Data Collection
  • Report Generation
  • Paperwork Processing
  • Product Knowledge
  • Scheduling
  • Information Security
  • Consultative Sales
  • Account updating
  • Stock management
  • Client Relations
  • Coordination
  • Shipping procedures understanding
  • Clerical Support
  • Follow-up skills
  • Complaint Handling
  • Professional telephone demeanor
  • Reading Comprehension
  • Customer Relations
  • Filing
  • Credit adjustments
  • Problem-solving abilities
  • Payment Processing
  • Microsoft Outlook
  • Receiving support
  • Minute Taking
  • Critical Thinking
  • Customer Service
  • Call Center Operations
  • Report Preparation
  • Call triaging
  • Call center experience
  • Problem Resolution
  • Proofreading
  • Quality Control

Timeline

Customer Service Representative

Internal Revenue Service, IRS
07.2023 - Current

Cashier

Lowes Home Improvment
10.2022 - 07.2023

Restaurant Hostess

O’Charleys
05.2021 - 10.2022

Cashier

McDonald’s
01.2019 - 11.2019

High School Diploma -

Wisdom High School

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Brianna Machcinski