Summary
Overview
Work History
Education
Skills
Timeline
Generic

CYNTORIA DOWNING

Haines City,Florida

Summary

Focused professional versed in office operations, customer service, and administrative support. Demonstrated ability to lead, motivate, and coordinate personnel, streamline operations, and develop successful strategies to achieve organizational objectives. A reliable and organized individual who combines excellent problem-solving skills, strong work ethic, and an eye for detail to ensure the success of an organization. In addition, I have a strong Customer Service background with a focus on delivering exceptional customer experiences and resolving issues effectively. Skilled in communication, problem-solving, and building lasting relationships with clients. Highly adaptable, team-oriented, and results-driven with proven ability to navigate changing environments and meet organizational goals. Known for reliability and unwavering commitment to achieving high standards in service delivery.

Overview

18
18
years of professional experience

Work History

Customer Service Account Specialist

Polk County Utilities/ BoCC
01.2023 - Current
  • Responded quickly to meet customer needs and resolve problems
  • Committed to delivering excellent customer service while working in a fast-paced environment
  • Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
  • Improved customer satisfaction by efficiently addressing and resolving account issues.
  • Acted as a liaison between customers and other departments, ensuring timely communication and resolution of complex issues.
  • Mitigated risk by adhering to industry regulations, company policies, and data privacy standards when managing customer accounts.
  • Enabled smooth transitions during periods of change or growth within the organization by effectively adapting to new systems or processes as needed.
  • Provided expert guidance on product usage, troubleshooting steps, billing inquiries, and other related topics for a seamless customer experience.
  • Assisted customers with account setup, guiding them through the process and ensuring all necessary information was accurately gathered.
  • Managed high volume of inbound calls, maintaining a professional demeanor and ensuring timely resolution of concerns.
  • Contributed to a positive work environment by consistently demonstrating professionalism, empathy, and active listening skills when interacting with clients and colleagues alike.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Customer Service Representative

Indigent Health Care/ BoCC
06.2022 - 01.2023
  • Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
  • Committed to delivering excellent customer service while working in a fast-paced environment
  • Identified ways to improve efficiency in operations and implemented process changes
  • Focused on learning new skills and staying updated with industry changes
  • Participated in ongoing training to enhance own job skills and knowledge
  • Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
  • Skilled in using various software applications and programs including Microsoft Office and Adobe Creative Suite
  • Troubleshot minor problems and reported larger technical issues
  • Managed and coordinated multiple projects while ensuring timely completion
  • Improved customer satisfaction by efficiently addressing and resolving account issues.
  • Mitigated risk by adhering to industry regulations, company policies, and data privacy standards when managing customer accounts.

Manager

Chili's Bar & Grill
09.2017 - 02.2022
  • Mentored and trained new employees on company policies and procedures
  • Utilized strong analytical and problem-solving skills to address operational issues
  • Assigned, prioritized, and delegated tasks and responsibility to departmental employees
  • Defined and coordinated team goals and objectives to drive success
  • Initiated process improvements that led to increased efficiency in handling customer inquiries and concerns.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
  • Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
  • Organized professional development programs for staff, leading to improved performance and skill sets.
  • Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Server/ Bartender/ To-Go Specialist

Chili's Bar & Grill
06.2006 - 09.2017
  • Coached and motivated team, driving sales and delivering exceptional customer service
  • Developed personal growth opportunities, empowering employees to produce results and meet goals
  • Conducted regular staff meetings to foster effective communication and performance
  • Offered constructive feedback to team members, boosting overall job performance
  • Liaised regularly with upper management to ensure alignment of goals and objectives
  • Orientated and trained employees, encouraging confidence and helping individuals adapt faster to job roles
  • Enforced work practices and procedures to reduce workplace safety and health hazards
  • Reduced workplace safety or health hazards by enforcing work practices and procedures
  • Communicated plans and actions to meet departmental goals
  • Monitored team productivity and performance to support goals
  • Counseled and disciplined employees, driving performance improvement
  • Collaborated with staff to develop and carry out processes
  • Analyzed and resolved quality and customer service issues, recommending system improvements

Education

Associate In Science (A.S.) - Social Work

Polk State Colleges
Winter Hat, FL
12.2023

High School Diploma -

Haines City Senior High School
Haines City, FL
06.2003

Skills

  • Sorting and Labeling
  • Business Administration
  • Senior Leadership Support
  • Customer Relations
  • Account Reconciliation
  • Report Writing
  • CRM Software
  • Credit and Collections
  • Workflow Planning
  • Database Administration
  • Team Bonding
  • Organizational Skills
  • Budget Administration
  • Clerical Support
  • Conflict Management
  • Strategic Planning
  • Staff Training
  • Office Supplies and Inventory
  • Financial Tracking
  • Office Management Software
  • Data Communications
  • Financial Reporting
  • Billing and Invoicing
  • Calendar Management
  • Biweekly Payroll Processing
  • Accounts Payable and Receivable
  • Event Coordination
  • Excellent Multitasking Abilities
  • Report Preparation
  • Meeting Coordination and Support
  • Research and Analysis
  • P&L Responsibility
  • Data Analysis and Modeling
  • Financial Management and Reporting
  • Administration and Operations
  • Preparing Proposals
  • Database Maintenance
  • Handling Complaints
  • Call center experience
  • Escalation management
  • Client onboarding
  • Microsoft Excel
  • Complaint resolution
  • Follow-up skills
  • Scheduling
  • Professional telephone demeanor
  • Prioritization
  • Store maintenance
  • Multi-line telephone operations
  • Positive and professional
  • Refunds processing
  • Call escalation
  • Adaptive team player
  • Call center procedures
  • Executive management support
  • Customer consulting

Timeline

Customer Service Account Specialist

Polk County Utilities/ BoCC
01.2023 - Current

Customer Service Representative

Indigent Health Care/ BoCC
06.2022 - 01.2023

Manager

Chili's Bar & Grill
09.2017 - 02.2022

Server/ Bartender/ To-Go Specialist

Chili's Bar & Grill
06.2006 - 09.2017

Associate In Science (A.S.) - Social Work

Polk State Colleges

High School Diploma -

Haines City Senior High School

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