Brooke Nelson
Council Bluffs,US
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Cashier Lead
Thrift World
Council Bluffs, IA
11.2022 - Current
- Managed daily cashier operations, including training and scheduling of staff.
- Supervised cashiers to ensure accuracy in all transactions.
- Developed strategies for improving customer service standards and increasing efficiency.
- Balanced registers at the end of each shift and prepared bank deposits.
- Assisted customers with inquiries, returns, exchanges, refunds, and other transactions as needed.
- Resolved customer complaints in a professional manner while adhering to company policy.
- Provided assistance to co-workers when needed or requested by management.
- Maintained store security by monitoring surveillance cameras and responding to suspicious activity.
- Ensured proper handling of hazardous materials such as cleaning supplies.
- Performed opening and closing duties such as setting up registers, counting money.
- Processed payments through various methods.
- Verified that all items were correctly priced before being sold to customers.
- Assisted with stocking shelves and organizing merchandise displays.
- Maintained cleanliness of checkout area during shifts.
- Reconciled discrepancies between sales receipts and actual cash on hand.
- Supported other departments within the store when needed.
- Answered customer questions and provided store information.
- Processed payments promptly for customers to exceed productivity standards.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Assisted with training new cashiers and customer service team members to increase speed of onboarding.
- Scanned, priced and bagged customer groceries quickly to keep lines moving.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Rotated and merchandised products at point-of-sale to improve impulse buy rate.
- Performed merchandising and signage updates during weekly and seasonal promotional changes.
- Reviewed completed orders and efficiently bagged for easy carrying and access by customers.
- Helped customers find specific products, answered questions and offered product advice.
- Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers.
- Trained new team members in cash register operation, stock procedures and customer services.
- Learned roles of other departments to provide coverage and keep store operational.
- Helped with purchases and signed customers up for rewards program.
- Processed refunds for worn, damaged and broken merchandise.
- Screened applicants for hire and assisted with training individuals for cashier positions.
- Greeted customers promptly and responded to questions.
- Answered phone calls to assist customers with questions and orders.
Cook
Apple Barrel Restaurant
Council Bluffs, IA
08.2021 - 11.2022
- Estimate expected food consumption, requisition or purchase supplies, or procure food from storage
- Prepare relishes and hors d'oeuvres
- Season and cook food according to recipes or personal judgment and experience
- Bake, roast, broil, and steam meats, fish, vegetables, and other foods
- Portion, arrange, and garnish food, and serve food to waiters or patrons
- Carve and trim meats such as beef, veal, ham, pork, and lamb for hot or cold service, or for sandwiches
- Weigh, measure, and mix ingredients according to recipes or personal judgment, using various kitchen utensils and equipment
- Turn or stir foods to ensure even cooking
- Coordinate and supervise work of kitchen staff
- Substitute for or assist other cooks during emergencies or rush periods
- Ensure food is stored and cooked at correct temperature by regulating temperature of ovens, broilers, grills, and roasters
- Observe and test foods to determine if they have been cooked sufficiently, using methods such as tasting, smelling, or piercing them with utensils
- Ensure freshness of food and ingredients by checking for quality, keeping track of old and new items, and rotating stock
- Inspect and clean food preparation areas, such as equipment and work surfaces, or serving areas to ensure safe and sanitary food-handling practices.
Home Care Worker
Self Employed
Omaha, NE
03.2019 - 07.2021
- Transport clients to locations outside the home, such as to physicians' offices or on outings, using a motor vehicle
- Prepare and maintain records of client progress and services performed, reporting changes in client condition to manager or supervisor
- Provide clients with communication assistance, typing their correspondence or obtaining information for them
- Plan, shop for, or prepare nutritious meals or assist families in planning, shopping for, or preparing nutritious meals
- Care for individuals or families during periods of incapacitation, family disruption, or convalescence, providing companionship, personal care, or help in adjusting to new lifestyles
- Perform housekeeping duties, such as cooking, cleaning, washing clothes or dishes, or running errands
- Instruct or advise clients on issues such as household cleanliness, utilities, hygiene, nutrition, or infant care
- Participate in case reviews, consulting with the team caring for the client, to evaluate the client's needs and plan for continuing services
- Administer bedside or personal care, such as ambulation or personal hygiene assistance
- Perform healthcare-related tasks, such as monitoring vital signs and medication, under the direction of registered nurses or physiotherapists.
Server
Romeos Mexican Food and Pizza
Omaha, NE
08.2006 - 02.2021
- Remove dishes and glasses from tables or counters, take them to kitchen for cleaning
- Present menus to patrons and answer questions about menu items, making recommendations upon request
- Clean tables or counters after patrons have finished dining
- Prepare hot, cold, and mixed drinks for patrons, and chill bottles of wine
- Stock service areas with supplies such as coffee, food, tableware, and linens
- Fill salt, pepper, sugar, cream, condiment, and napkin containers
- Roll silverware, set up food stations or set up dining areas to prepare for the next shift or for large parties
- Collect payments from customers
- Serve food or beverages to patrons, and prepare or serve specialty dishes at tables as required
- Perform food preparation duties such as preparing salads, appetizers, and cold dishes, portioning desserts, and brewing coffee
- Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff
- Check patrons' identification to ensure that they meet minimum age requirements for consumption of alcoholic beverages
- Perform cleaning duties, such as sweeping and mopping floors, vacuuming carpet, tidying up server station, taking out trash, or checking and cleaning bathroom
- Escort customers to their tables
- Prepare tables for meals, including setting up items such as linens, silverware, and glassware
- Explain how various menu items are prepared, describing ingredients and cooking methods
- Assist host or hostess by answering phones to take reservations or to-go orders, and by greeting, seating, and thanking guests
- Provide guests with information about local areas, including giving directions
- Check with customers to ensure that they are enjoying their meals and take action to correct any problems
- Take orders from patrons for food or beverages.
Receptionist
Valley View Vet Clinic
Council Bluffs, IA
10.2016 - 02.2020
- File and maintain records
- Schedule appointments and maintain and update appointment calendars
- Receive payment and record receipts for services
- Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents
- Hear and resolve complaints from customers or the public
- Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided
- Perform duties, such as taking care of plants or straightening magazines to maintain lobby or reception area
- Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations
- Keep a current record of staff members' whereabouts and availability
- Analyze data to determine answers to questions from customers or members of the public
- Collect, sort, distribute, or prepare mail, messages, or courier deliveries
- Transmit information or documents to customers, using computer, mail, or facsimile machine
- Assist Vet Techs with labs
- Fill prescriptions according to Dr's orders
- Ensure inventory is current and up-to-date.
Customer Service Representative
Omaha Glass Company
Omaha, NE
05.2011 - 10.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Strengthened customer retention by offering discount options.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Took special orders in person and over telephone, generating additional revenue every month.
- Provided top quality control and eliminated downtime to maximize revenue.
- Surpassed sales goals through implementation of successful marketing strategies.
- Prevented key account losses by researching discrepancies and correcting problems.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Oversaw warranty counseling process to manage expense controls.
Education
High School in General Studies -
Walnut Community Schools
01.2000
Associate of Applied Science - Medical Assisting
Hamilton College
Council Bluffs, IASkills
- Queue management
- Emergency Procedures
- Supply Ordering
- Cash Drawer Balancing
- Employee Scheduling
- Returns and exchanges
- Merchandise Display
- Shift Scheduling
- Supply Restocking
- Price Verification
- Training and coaching
- Equipment Troubleshooting
- Transaction Management
- Loss Prevention
- Drawer balancing
- Payment Processing
- Customer Service Management
- Customer Relations
- Team Leadership
- Schedule Coordination
- Assignment Delegation
- Positive Attitude
- Interpersonal ability
- Customer Service
- Punctuality
- Sales expertise
- Employee engagement and motivation
- Cash Handling
- New Hire Training
- Flexible Schedule
- Verbal/written communication
- Policy Enforcement
- Hard-working
- Punctual and Reliable
- Adaptability and Dependability
- Employee Training
- Workplace Safety
Timeline
Cashier Lead
Thrift World
11.2022 - Current
Cook
Apple Barrel Restaurant
08.2021 - 11.2022
Home Care Worker
Self Employed
03.2019 - 07.2021
Receptionist
Valley View Vet Clinic
10.2016 - 02.2020
Customer Service Representative
Omaha Glass Company
05.2011 - 10.2016
Server
Romeos Mexican Food and Pizza
08.2006 - 02.2021
High School in General Studies -
Walnut Community Schools
Associate of Applied Science - Medical Assisting
Hamilton College
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