Cheyann "Echo" Coen
Chadron,NE
Summary
A reliable worker who is efficient with assignments and dedicated to team success. Handles heavy workloads and challenging tasks with minimal direction. Skilled multitasker with excellent problem-solving abilities and rich background in customer service and satisfaction.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Great Plains Communications
05.2024 - Current
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
CSC Security Officer
Chadron State College
06.2023 - 05.2024
- Completed two rounds of checks on all campus buildings, securing doors as checks were done
- Took phone calls and answered all inquiries from student and non-students alike
- Recognized safety and security hazards on campus to take appropriate corrective actions
- Initiated formal evictions of disorderly persons when directed by supervisor
- Examined doors, windows and gates to verify security and proper functioning
- Completed incident reports for management and law enforcement officials
- Employed tactful and diplomatic communication to interact with diverse populations
- Remained alert and vigilant for suspicious persons, packages and activities
- Communicated with security team via 2-way radio or cell phone to address incidents from varied locations
- Drafted daily activity and incident reports supporting accurate recordkeeping and loss prevention tracking
- Enforced campus policies and guidelines to maintain orderly operations
- Reduced risk of intrusion, Investigating alarms and disturbances across monitored areas
- Trained new hires in company policies and job-specific duties to promote seamless personnel transitions
- Greeted guests to answer questions and log unplanned visitors for security purposes
- Completed daily reports covering desk activities with management
- Input new records into system and maintained both physical and digital files
- Informed guests of required health and safety protocols to support compliance with on-site PPE guidelines
- Cleaned and organized reception area regularly to maintain professional appearance
- Logged office information such as security checks and suspicious activities into tracking spreadsheets
- Defused conflict with critical thinking, emotional intelligence and tactful communication
CSC Night Desk Worker
Chadron State College
08.2019 - 06.2023
- Handled sensitive information discreetly while maintaining strict confidentiality in accordance with campus policies.
- Ensured a clean, safe, and comfortable work environment by coordinating desk maintenance activities as needed.
- Reduced errors in data entry tasks with thorough attention to detail and adherence to company protocols.
- Fostered a positive campus culture by actively participating in internal initiatives and promoting open communication between team members.
- Assisted students and non-students in getting into the dormitories.
- Maintained guest log of all those who entered the building and any important activities that had happened during shifts.
Courtesy Clerk/Cashier Supervisor
Safeway
05.2017 - 08.2019
- Greeted incoming visitors and verified identification
- Leveraged store merchandising layouts to stock and replenish merchandise
- Located products on shelves or in backroom to retrieve desired items for purchase
- Recommended products to align customers' needs with relevant items
- Refilled bags at checkout stand to maintain proper inventory
- Scanned parking lot to collect and return shopping carts
- Removed merchandise from bottom of cart to assist customers at checkout
- Cleaned shelves, storage and work areas to keep store free of debris
- Sorted and organized purchased items to balance weight of bags
- Offered rainchecks for out-of-stock sale items to encourage return visits
- Collected unpurchased items to return to shelves
- Remained calm, composed and polite to deescalate aggressive customer behavior
- Referred customers to appropriate departments or personnel to swiftly resolve issues
- Made informed decisions under stressful circumstances
- Accepted checks, debit and credit cards, and gift certificates in line with company policy
- Processed cash register transactions on POS and provided correct change
- Maintained high customer satisfaction levels by going extra mile to personalize service
Education
Bachelor of Arts - Graphic Design
Chadron State College
Chadron, NE05.2024
GED -
Homeschool
05-2018
Skills
- TEAM DEVELOPMENT
- DATA ENTRY
- PRODUCT KNOWLEDGE
- COMPLAINT DOCUMENTATION
- TRAINING AND DEVELOPMENT
- CUSTOMER SERVICE EXCELLENCE
- SCANNER OPERATIONS
- CONFLICT RESOLUTION
- CASH HANDLING
- PRODUCT RECOMMENDATIONS
- LOSS PREVENTION
- ORGANIZATION
- TEAMWORK
- MULTITASKING
- Call center experience
- Design programs - Adobe and Canva
Timeline
Customer Service Representative
Great Plains Communications
05.2024 - Current
CSC Security Officer
Chadron State College
06.2023 - 05.2024
CSC Night Desk Worker
Chadron State College
08.2019 - 06.2023
Courtesy Clerk/Cashier Supervisor
Safeway
05.2017 - 08.2019
Bachelor of Arts - Graphic Design
Chadron State College
GED -
Homeschool
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