Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
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Denna Castlebury

Macomb,IL

Summary

Adept at multitasking and conflict resolution, enhanced customer satisfaction and fostered repeat business at Dick Sporting Goods through exceptional customer service and strong team collaboration. Demonstrated ability to remain composed under pressure and attentiveness to detail, significantly improving service standards and operational efficiency.

Overview

6
6
years of professional experience

Work History

Waitress

KD's Coop
08.2018 - Current
  • Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
  • Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
  • Maintained clean and welcoming dining environment, ensuring positive guest experience.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.

Customer Service Specialist

Dick Sporting Goods
08.2020 - 05.2023
  • Handled escalated calls calmly, finding resolutions that satisfied both company and customer''s needs.
  • Managed high call volume while maintaining courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Responded proactively and positively to rapid change.
  • Handled escalated calls calmly, finding resolutions that satisfied both company and customer''s needs.

Education

Bachelor of Science - Forensic Psychology

Western Illinois University
Macomb, IL
12.2025

Skills

    • Attention to Detail
    • Cool Under Pressure
    • Customer Service
    • Strong multitasking
      • Performance Improvement
      • Service prioritization
      • Team Collaboration
      • Conflict and Complaint Resolution

Accomplishments

Pageant titleholder: Miss Macomb's Outstanding Teen (2019)

1st runner-up: Miss Hancock County Fair Queen Pageant (2024)

1st runner-up: Miss Quincy's Outstanding Teen (2019)

Miss Congeniality: Miss Macomb's Outstanding Teen (2019)


Affiliations

  • American Foundation for Suicide Prevention (volunteer)
  • Miss Quincy: Miss America pageants (volunteer)
  • WIU Crisis Hotline (volunteer)

Timeline

Customer Service Specialist

Dick Sporting Goods
08.2020 - 05.2023

Waitress

KD's Coop
08.2018 - Current

Bachelor of Science - Forensic Psychology

Western Illinois University

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Denna Castlebury