Summary
Overview
Work History
Education
Skills
Timeline
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Cara Laquaglia

Kettering,OH

Summary

Dynamic professional with extensive experience in customer service and team management at Walmart. Proven ability to enhance customer satisfaction through effective problem-solving and active listening. Skilled in employee training and inventory control, fostering a collaborative work environment that drives performance and efficiency. Committed to delivering exceptional service and achieving company goals.

Overview

17
17
years of professional experience

Work History

Shift Manager

McDonald's
06.2015 - 11.2016
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.

Department Manager

Walmart
03.2013 - 06.2015
  • Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
  • Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.

Customer Service Representative

Metlife
04.2004 - 02.2006
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Billing/Receptionist

Children's Dentistry & Orthdontics
03.2000 - 09.2003
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Collected patient payments, processed transactions and updated relevant records. Filed Insurance claims and rectified insurance discrepancies.

Education

Associate In Healthcare Administration - Healthcare Administration

University of Phoenix
Tempe, AZ
05.2008

Skills

  • Cash handling
  • Decision-making
  • Customer service focus
  • Employee training
  • Opening and closing procedures
  • Punctual and reliable
  • Handling customer complaints
  • Training and mentoring
  • Delegating work
  • Interpersonal skills
  • Inventory control
  • Payment processing
  • Documentation and reporting
  • Flexible schedule
  • Inventory controls
  • Verbal and written communication
  • Customer service
  • Problem-solving
  • Active listening
  • Critical thinking

Timeline

Shift Manager

McDonald's
06.2015 - 11.2016

Department Manager

Walmart
03.2013 - 06.2015

Customer Service Representative

Metlife
04.2004 - 02.2006

Billing/Receptionist

Children's Dentistry & Orthdontics
03.2000 - 09.2003

Associate In Healthcare Administration - Healthcare Administration

University of Phoenix

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Cara Laquaglia