Debi Baker
Crestview
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships.
Overview
8
8
years of professional experience
Work History
Senior Agent
Iqor
06.2023 - Current
- Assisting trainers in teams of 15-20, providing exceptional coaching and mentoring.
- Interacted with peers in other departments, which promoted continuous share of information required for job tasks.
- Implemented process improvements in areas that were underperforming.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Resolved caller issues quickly and thoroughly.
- Informed agents of policies and procedures.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Presented feedback to management on customer service trends and improvement areas.
- Used spreadsheets to prepare sales reports containing customer information related to products and services purchased
Agent
Iqor
05.2022 - 06.2023
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Resolved caller issues quickly and thoroughly.
- Informed clients of policies and procedures.
- Established strong customer relationships, building recommendations and loyalty.
- Advised customers about new products and assisted customers in determining best plans, product for needs.
- Obtained client information by answering telephone calls.
- Processed customer orders quickly and accurately for timely delivery.
- Presented feedback to management on customer service trends and improvement areas.
- Adopted customer feedback in process and system improvement initiatives.
Assistant Manager
SUBWAY®Restaurants
01.2017 - 04.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created employee schedules to align coverage with forecasted demands.
- Developed strategy to increase sales and drive profits.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
Sandwich Artist
SUBWAY®Restaurants
03.2016 - 01.2017
- Kept workplace clean and organized in line with restaurant policies.
- Greeted guests, promoted specials, and took orders.
- Prepared and presented food in compliance with health and safety guidelines.
- Trained team members to prepare sandwiches and other items according to instructions.
- Upheld high standards of customer service at all times to enhance client loyalty and satisfaction.
- Prepared and served hot and cold sandwiches based on customer preferences.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
- Assisted customers in choosing menu items by providing food complementing information.
- Executed sandwich artistry duties with very low occurrence of errors.
- Shared information with customers about menu items, preparation methods, and ingredients.
- Restocked and rotated stock in display case to mitigate stock loss.
- Operated manual and electric appliances to peel, slice, and trim food.
- Monitored inventory and requisitioned low-stock items.
- Met sales targets by encouraging customers to buy extra food items such as drinks, desserts, and sides.
- Kept kitchen, counter and dining areas cleaned and sanitized.
- Accurately operated cash register to process customer payments.
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Prepared salads, soups and sandwiches for customers.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Replenished serving stations with fresh food and cleaned up spills.
- Filled out daily shift log to record amount of food prepared, used and leftover.
- Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
- Reconciled receipt totals, cash and credit payments to address shortages.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Brewed coffee and tea and changed out drink station syrups.
- Loaded food, dishes and utensils on carts and trays to transport from designated food preparation areas to designated tables.
- Documented customer orders and conveyed special requests to kitchen staff.
- Observed customer purchases in line and differentiated between standard portions.
- Delivered exceptional service as illustrated through multiple positive Yelp reviews.
Customer Service Representative
Intelenet
04.2015 - 02.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Emergency Medical Technology
Boces
Rochester, NY2011
GED -
Honeoye Central School
Honeoye, NY1985
Skills
- Microsoft Project
- New Agent Training
- Corrective Actions
- Agent Assistance
- Critical Reasoning
- Observance of Standards
- Email Software
- Coordination
- Active Listening
- Conflict Resolution Techniques
- Skilled in Type of Spreadsheets, word and excel
- Customer Service
- Compiling Statistics
Timeline
Senior Agent
Iqor
06.2023 - Current
Agent
Iqor
05.2022 - 06.2023
Assistant Manager
SUBWAY®Restaurants
01.2017 - 04.2021
Sandwich Artist
SUBWAY®Restaurants
03.2016 - 01.2017
Customer Service Representative
Intelenet
04.2015 - 02.2016
Emergency Medical Technology
Boces
GED -
Honeoye Central School