Summary
Overview
Work History
Education
Skills
Timeline
Generic

Callie Capul

Seaford

Summary

Currently I’m seeking an opportunity to join an organization that has similar values and will allow me to grow in my career. Knowledgeable and dedicated customer service/administrative professional with extensive experience in the customer satisfaction 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.

Overview

9
9
years of professional experience

Work History

Customer Service Specialist

Barstool Sports
02.2022 - 09.2023
  • Provide daily support and assistance to customers for the Barstool Sports Merchandise Store through multiple media outlets (Tik Tok, Twitter, Facebook, and Snapchat.)
  • Manage and oversee all Tik Tok orders from customers which includes processing orders in a timely fashion, handling refunds and returns, as well as troubleshooting any and all cancellations that are requested
  • Working with cross functional systems such as Zendesk, Shopify, Hootsuite, Stripe, Pro-fill, Loop Returns, Klaviyo
  • Creating and emailing tickets through Zendesk to assist customers with past, present, or future orders along with submitting refunds through Shopify and processing all duplicate orders
  • Work in a team oriented cross managed group where I regularly provide additional support for my fellow team members when they are overloaded with workflows
  • Further developed the skillset to work under pressure and handle high volumes of tickets during busy holiday seasons.
  • Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
  • Collaborated with team members to create effective strategies for improving overall customer experience.

Reservations Coordinator

Getaway
06.2021 - 02.2022
  • Interact daily via phone and email with clients and prospective customers regarding reservations, billing information, scheduling, sales and up selling, general inquiries all in a kind and courteous fashion
  • Awarded as the top Reservations Coordinator in consecutive quarters out of seven other employees for top KPI metrics
  • Metrics include number of inbound calls, emails, timely and effective responses to clients and customers
  • Correspond with live chats and manage social media accounts (Facebook and Instagram)
  • Closely collaborate with team members and lend additional support and training to others when needed
  • Learned to effectively work remotely and used software’s such as Front, Alice, Slack, TalkDesk and Stripe.
  • Improved customer satisfaction ratings by promptly addressing concerns and providing personalized assistance throughout the booking process.
  • Developed strong relationships with clients, leading to increased repeat bookings and positive word-of-mouth referrals.
  • Increased overall efficiency by training new team members on best practices in reservations management.
  • Monitored reservation trends using analytics tools, identifying opportunities for improvement or potential challenges during peak seasons or events.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Resolved various issues and discrepancies for customers.
  • Handled billing information over phone.

Registrar Coordinator

Advent Health
03.2020 - 06.2021
  • Manage the entire front desk and welcome incoming guests to our healthcare imaging facility
  • Handle all incoming calls on multiple lines and provide support with scheduling appointments, billing and collections
  • Manage the inputs, edits and exports of our CRM, CMS & EHR software (Athena, Cerner, and Vyne)
  • Developed strong sales skills by outreaching to potential patients, trying to get them in our doors to grow revenue
  • Verify and authorize insurance information with patients as well as follow up on appointment information
  • Ensure files and papers are properly organized for easy efficient access to the entire Advent Health team.

Receptionist/Concierge

Tessera of Brandon
10.2018 - 03.2020
  • Performed administrative and clerical support for managing personnel including business reports, log sheets and special projects
  • Provide customer support and assistance to the residents in the facility and their families with day-to-day requests
  • Maximized guest satisfaction by promptly addressing concerns and resolving issues.
  • Supported event planning efforts, contributing to the successful execution of memorable occasions.
  • Developed in depth personal communication skills with residents and team members both written and verbally
  • Accepted and distributed UPS/ USPS / FEDEX, interoffice and small packages both incoming and outgoing
  • Worked in conjunction with our Activities Director to setup and create fun and exciting programs for our residents.
  • Built strong relationships with residents'' families, fostering trust and open communication regarding their loved ones'' wellbeing.
  • Collaborated with healthcare professionals in providing comprehensive care, ensuring timely interventions for medical concerns.
  • Promoted a positive workplace culture that encouraged teamwork, respect, and dedication to the mission of assisted living communities.

Administrative Assistant

Twin Creeks Assisted Living
02.2018 - 10.2018
  • Greeted clients and staff and welcomed individuals into our assisted living facility
  • Maintained calendars, printed reports, screened incoming calls and assisted senior management with daily activities
  • Conducted outreach sales calls to new potential clients and updated daily records in our CRM system
  • Worked in liaison with our Marketing Director to schedule and create events and outings for residents.
  • Facilitated collaboration within the team by organizing regular meetings, maintaining meeting minutes, and tracking project progress.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.

Nanny & Daycare
01.2015 - 01.2018
  • Provided nanny and daycare support for multiple families across the Tampa Florida area
  • Made sure children were always in a safe environment
  • Additionally, helped mentor children with school and studies.

Education

High School Diploma -

Newsome High School
2013

Skills

  • Microsoft Office, Excel & PowerPoint, CRM Systems, Verbal & Written Communicator, Listening and
  • Interpersonal Skills, Time Management, Organizational Skills, Critical Thinking, Scheduling & Billing, Delivering
  • Presentations, Filing & Creating Business Reports, Phone Skills, and Working Remotely
  • Customer Support Specialist
  • Administrative Support
  • Issue Resolutions

Timeline

Customer Service Specialist

Barstool Sports
02.2022 - 09.2023

Reservations Coordinator

Getaway
06.2021 - 02.2022

Registrar Coordinator

Advent Health
03.2020 - 06.2021

Receptionist/Concierge

Tessera of Brandon
10.2018 - 03.2020

Administrative Assistant

Twin Creeks Assisted Living
02.2018 - 10.2018

Nanny & Daycare
01.2015 - 01.2018

High School Diploma -

Newsome High School

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Callie Capul