Cortney Wilkinson
Hickory,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Restaurant Manager
Mountain View Bbq
01.2022 - 08.2023
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Oversaw food preparation and monitored safety protocols.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
Customer Support Specialist
Convergys, AT&T
02.2020 - 12.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
CNA
Trinity Ridge
01.2017 - 07.2018
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Reduced patient stress levels through effective communication and active listening skills.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
Education
Certificate - Certified Nursing Assistant
Catawba Valley Community College
Hickory, NC05.2014
Skills
- Team Management
- Inventory control and record keeping
- Customer Engagement
- Staff Management
- Passion for customer satisfaction
- Organization and prioritization
- Adaptable
- Customer Service
- Problem-Solving
- Reliable and Responsible
Certification
- CNA - Certified Nurse Assistant
Timeline
Restaurant Manager
Mountain View Bbq
01.2022 - 08.2023
Customer Support Specialist
Convergys, AT&T
02.2020 - 12.2022
CNA
Trinity Ridge
01.2017 - 07.2018
Certificate - Certified Nursing Assistant
Catawba Valley Community College