Courtney Klann
South Boardman,MI
Summary
Performance-oriented, bringing 10-year background in customer service marked by sales and administrative excellence. Well-organized leader with excellent project management skills. Effectively cultivate connections to enhance customer satisfaction and long-term loyalty. Handle all types of customer service requirements in various environments with excellent analytical, time management and document preparation skills. Effectively handle needs of 50+ customers each day by delivering fast, knowledgeable support. Good relationship-building skills, team-oriented nature to multitask.
Overview
7
7
years of professional experience
Work History
Host/Waitstaff
Yankee Boy Restaurant
03.2023 - Current
- Bussed and reset tables to keep dining room and work areas clean.
- Practiced safe, sanitary food handling for preparation and service to maximize pleasant dining experience.
- Cultivated warm relationships with regular customers.
- Set up dining room to promote welcoming environment and meet or exceed hospitality and service standards.
- Explained menu items and preparation methods to provide high level of customer service and promote dining atmosphere.
- Served food and beverages promptly with focused attention to customer needs.
- Observed safety and loss prevention procedures to adhere to universal precautions and infection control guidelines.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
Call Center Customer Service Representative
GFL Environmental
02.2021 - 04.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Detailed payment options and explained price, receipt and billing details to customers.
- Attended telephone skills and program information training sessions to boost aptitude.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Resolved concerns with products or services to help with retention and drive sales.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Approved and terminated customer contracts upon request.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Funeral Home Assistant
Martinson Funeral Home
09.2019 - 11.2019
- Prepared facilities for funeral visitations and memorial services, arranging chairs and flower arrangements and setting up sign-in books and memorial cards.
- Set up flowers, opened and closed caskets and acted as pallbearer.
- Drove company vehicles to transport remains or families to services.
- Arranged floral tributes and lights around caskets in visitation rooms and chapels.
- Transferred cremated remains from temporary urns to permanent urns to release cremated remains to families.
- Performed administrative duties by obtaining burial permits and doctors' signatures on death certificates and registering deaths.
- Transported deceased to funeral home.
- Processed death certificate and other required paperwork.
- Embalmed, dressed and cosmeticized deceased persons.
- Supported funeral director with all facets of funeral service coordination.
Dissection Assistant Manager
American Plastination Co
03.2018 - 06.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Mentored team members to enhance professional development and accountability in workplace.
- Verified deceased to match paperwork
- Assisted in the dissection of the deceased for specific orders to numerous facilities some examples are; Removing the brain from skull, Dissecting certain areas to get to a specific piece for an order, being extremely careful and respectful to all specimens.
- As the "finisher" I would paint the veins arteries and nerves on specimens.
- Studying and learning about the body anatomy, my supervisor would often quiz us weekly.
- Carefully package up specimens, print off shipping labels and sent to correct facilities.
- Assisted in the Acetone, Hydrogen Peroxide and liquid plastination processes.
- (This job and its functions are easier to explain in person or over the phone rather than trying to professionally describe them on my resume)
Direct Care Worker
West Shore LLC
09.2016 - 01.2018
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Administered medication as directed by physician.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Documented vitals, behaviors, and medications in client medical records.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Scheduled and accompanied clients to medical appointments.
- Monitored and assisted residents through individual service plans.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Safely and Effectively administered patient medications.
Education
High School Diploma -
Forest Area High School
Fife Lake, MI05.2013
Skills
- Seating Assignment Preparation
- Dining Area Maintenance
- Special Dietary Requirements
- Cash Handling
- High-Volume Environments
- Detailed Evaluations
- Good Listening Skills
- Customer Support
- Call Center Operations
- Refunds and Exchanges
- Liquor Law Compliance
- Verbal and Written Communication
- Cash Drawer Management
- Credit and Cash Transactions
- Stocking and Replenishing
- Order Taking
- Cash Register Systems
Timeline
Host/Waitstaff
Yankee Boy Restaurant
03.2023 - Current
Call Center Customer Service Representative
GFL Environmental
02.2021 - 04.2022
Funeral Home Assistant
Martinson Funeral Home
09.2019 - 11.2019
Dissection Assistant Manager
American Plastination Co
03.2018 - 06.2019
Direct Care Worker
West Shore LLC
09.2016 - 01.2018
High School Diploma -
Forest Area High School
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