Christina Reichel
Phoenix,NY
Summary
Proven to excel in high-pressure environments, I leveraged my stress tolerance and proficiency in communication at AAA Western & Central NY to enhance customer satisfaction significantly. Demonstrating exceptional teamwork and complaint handling, I achieved a notable increase in efficiency, customer satisfaction and knowledge contributing to the company's reputation for outstanding service.
Overview
25
25
years of professional experience
Work History
Call Taker
AAA Western & Central NY
09.2023 - Current
- Sharing best practices for call-taking procedures and fostering a supportive work environment.
- Monitored multiple computer screens simultaneously.
- Prioritized time-sensitive calls effectively, ensuring efficient allocation of resources in emergency situations.
- Enhanced customer satisfaction by efficiently handling high-volume calls and resolving inquiries.
- Recalled, summarized, prioritized, and categorized information.
- Managed high-pressure situations calmly, ensuring timely assistance to callers during peak hours or emergency scenarios.
- Maintained a professional demeanor, managing difficult callers and deescalating tense situations.
- Provided empathetic support to distressed callers, offering guidance on available resources or directing them to appropriate channels for further help when necessary.
- Utilized CRM software proficiently, updating caller records accurately after each interaction for seamless documentation and follow-up processes.
- Achieved consistent customer satisfaction ratings by actively listening to caller concerns and providing appropriate solutions.
- Handled sensitive information with discretion, safeguarding customer privacy while adhering to company policies and regulations.
- Collaborated with other departments as needed to resolve complex issues or provide comprehensive support for customers in need of specialized assistance.
Packer
KPH Healthcare Services
03.2023 - 11.2023
- Maintained a clean and organized work environment, promoting safety and productivity.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained neat and organized work area to safeguard items and comply with cleanliness standards.
- Managed workload effectively under pressure during peak periods while maintaining focus on quality control measures.
- Ensured timely completion of orders through effective time management and multitasking skills.
- Complied with company policies and industry regulations throughout all packing activities, promoting a safe working environment.
- Enhanced packing efficiency by implementing proper techniques and ensuring correct product placement.
- Improved team collaboration through effective communication and coordination with coworkers.
- Inspected items to identify discrepancies and damages and reported to supervisor.
- Assisted supervisors with special projects as needed, showcasing versatility and commitment to overall team success.
- Demonstrated flexibility in adapting to various packing procedures for different types of products, meeting specific client requirements.
Sales Associate
Byrne Dairy
08.2022 - 03.2023
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Streamlined checkout process, significantly reducing wait times and improving customer satisfaction.
- Managed efficient cash register operations.
- Created inviting environment for customers by maintaining store organization and cleanliness.
Office Manager
Cruizer's Sales and Service
02.2006 - 04.2022
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service Representative
Colony Liquor
03.2000 - 02.2006
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Boosted brand visibility by developing and executing targeted marketing campaigns.
- Created eye-catching visual assets for print and digital campaigns that resonated with target audiences.
- Coordinated with sales teams to develop marketing materials that effectively communicated product benefits.
- Examined, categorized, and sorted incoming documents.
Education
No Degree - Communications
Onondaga Community College
Syracuse, NYSkills
- Call prioritization
- Teamwork orientation
- Stress tolerance
- Complaint handling
- Excellent phone demeanor
- Assertiveness
- Empathy display
- Computer skills
- Clear communication
- Records management
- Emergency response
- Proficient in Salesforce, Genysis, D3, Axis, Microsoft Word, Excel
Timeline
Call Taker
AAA Western & Central NY
09.2023 - Current
Packer
KPH Healthcare Services
03.2023 - 11.2023
Sales Associate
Byrne Dairy
08.2022 - 03.2023
Office Manager
Cruizer's Sales and Service
02.2006 - 04.2022
Customer Service Representative
Colony Liquor
03.2000 - 02.2006
No Degree - Communications
Onondaga Community College
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