Denise McGillivray
Austin,TX
Summary
Award-winning customer service representative with a dynamic background in leadership and operational administration. Innovative problem solver with a results-oriented approach from a robust history of hospital and retail administration. Dedicated team leader with exemplary attention to detail and a knack for team building.
Overview
14
14
years of professional experience
Work History
Customer Relations Service Representative III
Texas Real Estate Commission
01.2022 - Current
- Work involves receiving and responding to inquiries regarding Texas consumers, license holders, and applicants
- Communication: Respond to inquiries by phone, email, mail, or in person
- Customer Service: Provide exceptional customer service that is responsive, accessible, and transparent about Real Estate licenses
- Problem solving: Is a large part of the expertise by providing clear, accurate status for applicants, and license holders by evaluating license, and application status
- Administrative Support: Corresponding by mail, and data entry with different systems.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 50 customers each day.
Amenity Access Clerk
Goodwin & Company
01.2019 - 01.2022
- Oversee access to community facilities, providing codes, keys, and devices to homeowners
- Investigate errors and maintain working inventory for access technology such as cards, fobs, and vehicle gate devices
- Process applications for amenities or access devices via online, email, and paper
- Give customer service on phone and in person to members looking for guidance through application process for both troubleshooting device issues and gaining access to property amenities
- Maintain records for inventory and other documentation, digitizing records in proprietary VMS database
- Train summer hires
- Developed individual HOA tracking resource, FAQ section of website, and new hire Standard Operating Procedures (SOP) and Training Guide
- Provided organizational administration support, including conducting annual amenity device inventory and maintaining office supplies levels
- Coordinated service calls with property managers for gated communities with system issues.
Cashier
Whole Foods
01.2013 - 01.2019
- Assisted customers with the in-store checkout process, including ringing up sales, bagging items, requesting price checks, honoring coupons, and processing payment
- Administered store programs, such as monthly chocolate competitions, the Whole Planet and Whole Kids Foundations
- Given the Homegrown Patch for excellence in customer service 23 times
- Ranked top cashier for the Whole Planet Foundation 2015–2017
- Awarded Story Time Assistant Leader in March 2017
- Received 25+ award badges, which were voted on by colleagues.
- Addressed customer needs and made product recommendations to increase sales.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Worked flexible schedule and extra shifts to meet business needs.
Head Cashier
Home Depot
01.2011 - 01.2014
- Directed front-end operations in support of Front-End Supervisor
- Assisted in training and supervision of new team members, including cashiers' monthly reviews
- Served as point of contact for customer service associates
- Operate registers and generate reliable and accurate till reports
- Minimized shrinkage by strictly adhering to policies and procedures
- Conducted new hire training as well as monthly evaluations of all cashiers, making recommendations for monthly awards/Employee of Month.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Educated employees on register use, merchandising, and customer service.
- Helped customers complete purchases, locate items, and join reward programs.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Alleviated customer service needs with policy-appropriate solutions.
Unit Secretary
St. David's
01.2013 - 07.2013
- Performed administrative and clerical tasks for busy hospital, including patient admission, scheduling appointments, and transcribing doctors' orders
- Used medical software such as Meditech to enter patient orders and Telitracker to facilitate communications between nurses and patients
- Monitored refrigerated medications and maintained exemplary pharmaceutical records
- Supplied empathetic and professional customer service to patients and family
- Established personal process improvements to streamlined check-out duties, time management, and patient care.
- Answered phone calls and messages for 10-physician [Type] medical facility, scheduling appointments, and handling patient inquiries.
- Maintained current and accurate medical records for patients.
- Provided information for patient admissions and discharges to foster timely processing.
- Received and routed laboratory results to correct clinical staff members.
Reservation/Sales Specialist
Starwood Hotels
01.2012 - 01.2013
- Aided client with planning and booking reservations globally, including recommendations for services such as car rentals, airplane reservations, and local culture
- Researched local attractions and restaurants as well as logistical transportation to dispense tools to clients to complete their itineraries and take advantage of local amenities
- Reduced reservation calls by establishing a resource of transportation hubs and services corresponding to hotel locations
- Supplied exemplary customer service by determining customer preference and provided guidance to fulfill said preferences.
- Handled reservations and answered questions from interested patrons for busy 200 + room hotels
Customer Care Representative
Texas Medicaid Healthcare Partnership
01.2012 - 01.2013
- Educated patients on questions and complaints via the phone, online, and in writing, imparting guidance on Medicaid benefits, billing, the Medical Transportation Program, THSteps, HIPAA compliance, and the review process following authorization denial
- Multitasked between medical programs such as Phoenix, Avaya, and TMHP
- Researched topics and compiled documentation for review during the Fair Hearing.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Logged call information and solutions provided into internal database.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
Physical Education coursework completed -
Modesto Junior College
Modesto, CA01.1977
Nursing coursework completed -
Austin Community College
Austin, TX04.2013
Skills
- Customer Service
- Operational Administration
- Report Generation
- Record Keeping
- Communications
- Administrative Support
- Leadership
- Military Experience
- Budget Administration
Affiliations
- United States Army, Officer
- Pflugerville Independent School District, Substitute Teacher
- Parent Teacher Organization (PTO), President
- Pflugerville Animal Shelter, Volunteer
Professional Development
- Lynda.com: Team Building (2021)
- Critical Thinking (2021)
- Lead with Emotional Integrity (2021)
- Building Resilience (2021)
- Administrative Tips and Courses (2021)
- Time Management (2021)
- Microsoft Office Suite (2021)
Timeline
Customer Relations Service Representative III
Texas Real Estate Commission
01.2022 - Current
Amenity Access Clerk
Goodwin & Company
01.2019 - 01.2022
Cashier
Whole Foods
01.2013 - 01.2019
Unit Secretary
St. David's
01.2013 - 07.2013
Reservation/Sales Specialist
Starwood Hotels
01.2012 - 01.2013
Customer Care Representative
Texas Medicaid Healthcare Partnership
01.2012 - 01.2013
Head Cashier
Home Depot
01.2011 - 01.2014
Physical Education coursework completed -
Modesto Junior College
Nursing coursework completed -
Austin Community College
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