Cea'Erah Burns
Fairfield,CA
Summary
Customer Service Representative with expertise in delivering outstanding support and resolving inquiries efficiently. Proficient in communication and problem-solving, while fostering strong customer relationships resulting in a 15% increase in customer satisfaction. Proven track record of enhancing customer satisfaction and loyalty through dedicated service and effective issue resolution. Focused on improving team performance by sharing knowledge and best practices in customer service operations.
Overview
11
11
years of professional experience
Work History
Cake Decorator
Safeway
Vallejo, CA
01.2024 - Current
- Crafted and adorned custom cakes for diverse occasions.
- Addressed and resolved challenges encountered throughout the cake decorating process.
- Organized supplies to ensure efficient workflow during cake decorating process.
- Mentored team members on effective cake-decorating techniques.
- Processed cash, credit card, and check transactions.
Crew Trainer
McDonald's Restaurant
Fairfield, California
09.2023 - 01.2024
- Facilitated ongoing training sessions to enhance crew performance and teamwork skills resulting in a 20% improvement in individual team member performance scores.
- Conducted thorough evaluations of employee job performance across a team of 10+, resulting in tailored recommendations for promotions and professional development, which increased overall team productivity by 15% in 6 months.
- Assisted management in scheduling shifts and managing crew assignments effectively.
- Collaborated with other trainers to develop effective methods for teaching new concepts.
Security Guard
Falcon Security
Oakland, California
04.2020 - 08.2023
- Implemented access control procedures for building entry and exit points.
- Assisted in the training of new security personnel on protocols and procedures.
- Provided customer service assistance to staff and visitors in a professional manner.
- Mitigated problems efficiently and relayed precise information while working autonomously.
Corporate Banking Customer Service Officer
San Pablo Lytton Casino
San Pablo, California
11.2016 - 02.2020
- Resolved customer issues through effective communication and problem-solving skills, resulting in a 30% increase in customer satisfaction based on metrics.
- Maintained accurate records of all customer interactions with 100% accuracy.
- Evaluated current policies and procedures to identify areas of improvement.
- Monitored gaming areas for compliance with rules and regulations.
- Addressed guest questions and concerns, regarding gameplay and payouts to provide change service to playing guests.
Certified Nursing Assistant
Sunnyside Nursing Center
Hayward, California
09.2018 - 01.2020
- Recorded patient care in electronic health records with precision.
- Assisted nurses with medical procedures and equipment preparation.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Evaluated physical, emotional, and symptomatic variations in patient condition and arranged appropriate care for medical issues.
- Participated in educational programs related to nursing assistant skills development.
Cashier
Walmart
Suisun, California
05.2014 - 07.2015
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Engaged with customers and provided information about available products and services.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Coached new team members on cash register operation, stock procedures, and customer service protocols.
- Assisted customers over the phone regarding store operations, product information and order placement.
Education
Certificate - Certified Nursing Assistant
Fairfield Suisun Adult School
Fairfield, CA07-2012
Skills
- Supply organization
- Quality control
- Customer service
- Attention to detail
- Effective communication
- Mentoring staff
- Conflict resolution
- Complaint resolution
- Performance evaluation
- Time management
- Multi-line telephone operations
- 10-key
- Microsoft office expertise
- Multitasking and organization
References
References available upon request.
Timeline
Cake Decorator
Safeway
01.2024 - Current
Crew Trainer
McDonald's Restaurant
09.2023 - 01.2024
Security Guard
Falcon Security
04.2020 - 08.2023
Certified Nursing Assistant
Sunnyside Nursing Center
09.2018 - 01.2020
Corporate Banking Customer Service Officer
San Pablo Lytton Casino
11.2016 - 02.2020
Cashier
Walmart
05.2014 - 07.2015
Certificate - Certified Nursing Assistant
Fairfield Suisun Adult School
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