CHRISTIE GLOVER
Coal Valley,IL
Summary
Professional with experience in enhancing customer interactions and driving customer satisfaction. Skilled in problem-solving, communication, and empathy to effectively address and resolve customer concerns. Strong focus on team collaboration and achieving results, adaptable to changing needs, and reliable for consistent performance.
Overview
17
17
years of professional experience
Work History
Lead Customer Experience Specialist
MidAmerican Energy
Davenport, IA
04.2024 - Current
- Enhanced customer satisfaction through effective issue resolution and tailored support solutions.
- Collaborated with cross-functional teams to streamline customer service processes and improve response times.
- Implemented quality assurance measures, ensuring consistency in service standards across all interactions.
- Mentored junior staff, sharing expertise to elevate overall team performance and client engagement strategies.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
Customer Experience Agent Senior
MidAmerican Energy
Davenport, IA
06.2019 - Current
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Server
Treehouse Pub & Eatery
01.2018 - 03.2020
- Received frequent customer compliments for going above and beyond normal duties.
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.
- Resolved guest complaints quickly and efficiently.
- Collaborated on hiring and termination decisions with management.
- Assisted co-workers whenever possible.
- Maintained high standards of cleanliness and sanitation.
- Ensured compliance with relevant regulatory employment rules and standards.
Contractor
Manpower
01.2018 - 06.2019
- Manpower has been getting me ready to take a job with MidAmerican Energy.
- Learning computer skills that I'll need to preform the job well.
- Learning the way MidAmerican operates to be able to comply with their expectations.
- Learning safety standards for the customers and the employees.
Server
Cafe Fresh
05.2017 - 03.2018
- Demonstrated genuine hospitality while greeting and establishing rapport with guests.
- Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients.
- Assertively upsold alcoholic beverages, appetizers and desserts.
- Delivered quality service by providing a warm and welcoming environment.
Server
Iowa Machine Shed
11.2016 - 01.2018
- Training new employees
- Training for management
- Team work
- Ensuring Customer satisfaction
- Up selling
Server
Chili's Grill & Bar
12.2016 - 06.2017
- Demonstrated genuine hospitality while greeting and establishing rapport with guests.
- Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients.
- Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously.
- Assertively upsold alcoholic beverages, appetizers and desserts.
- Delivered quality service by providing a warm and welcoming environment.
Kennel Manager
Bark&Stay Pet Resort
12.2015 - 11.2016
- As the manager the most important aspect of this job was keeping the employees and the dogs safe. That involved collecting all the information about each dog and taking the time to apply that information for each dogs stay.
- The kennel had 75 kennels and most family's would have multiple dogs in their family, so during busy times of the year we would have more than 100 dogs staying with us.
- Feeding and giving the dogs their medicine was a important part of their say. Each dog would have different feeding instructions, just taking the time to make sure each dog was cared for as their owner asked us to.
- Helping to put the owners nerves at ease was probably the most challenging part of this job. I'm proud to say it was also the part that came the most naturally to me. Understanding that they are leaving a very important member of their family with strangers can be very stressful and being honest and caring about the situation is how I approached it and it worked well for me.
Kitchen clerk
Hy-Vee grocery store
03.2014 - 10.2014
- Preparing and keeping hot case stocked and fresh.
- Making salads for the cold case.
- Putting together cater orders and delivering them.
- Making sure all the food in each case was within expiration dates.
- Helping customer's with their orders.
Front Of House Manager
The 11th Street Precinct Bar and Grill
01.2009 - 01.2014
- Hiring for all front of house employees (servers, bartenders, barbacks).
- Training each new employee.
- Made the schedule for all front of house employees, usually between 25 to 30 people.
- Liquor, beer, and wine order each week.
- Counted the bar drawer at the beginning and end of each shift.
Education
High School Diploma -
Moline High School
Moline, ILLicence - Aesthetics
Capri College
Davenport, IALaw enforcement
Black Hawk College
Moline, ILSkills
- 20 years of experience providing Customer service in busy restaurants, bars and bar and grills
- Call center operations
- Understanding customer needs
- Complaint resolution
- De-escalation techniques
- Customer relations
Timeline
Lead Customer Experience Specialist
MidAmerican Energy
04.2024 - Current
Customer Experience Agent Senior
MidAmerican Energy
06.2019 - Current
Server
Treehouse Pub & Eatery
01.2018 - 03.2020
Contractor
Manpower
01.2018 - 06.2019
Server
Cafe Fresh
05.2017 - 03.2018
Server
Chili's Grill & Bar
12.2016 - 06.2017
Server
Iowa Machine Shed
11.2016 - 01.2018
Kennel Manager
Bark&Stay Pet Resort
12.2015 - 11.2016
Kitchen clerk
Hy-Vee grocery store
03.2014 - 10.2014
Front Of House Manager
The 11th Street Precinct Bar and Grill
01.2009 - 01.2014
Licence - Aesthetics
Capri College
Law enforcement
Black Hawk College
High School Diploma -
Moline High School