Destiny Hightower
Lancaster,CA
Summary
Well-qualified customer service rep. with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers, and team members to further company goals. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
17
17
years of professional experience
Work History
Cashier Team Lead
Chevron
Lancaster, CA
04.2024 - Current
- Supported other teams when necessary, such as stocking shelves or bagging groceries.
- Trained new cashiers on proper use of registers and store policies.
- Managed scheduling, payroll, and time off requests for team members.
- Continually evaluated processes for improvement opportunities and implemented changes accordingly.
- Conducted inventory audits to ensure accuracy of product levels in the register area.
Dispatcher
Bell Transportation
Las Vegas
05.2017 - 01.2024
- Resolved customer complaints related to service issues or delays.
- Monitored radio frequencies to ensure proper communication between personnel in the field and dispatch office.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Updated records of driver locations, delays, and cancellations.
- Assigned drivers to appropriate routes based on customer needs.
- Verified driver credentials prior to assigning them a route or task.
Team Leader
Amazon
Las Vegas
04.2012 - 06.2017
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Developed strategies for problem solving and conflict resolution among team members.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
Technical Support Rep
Telus International
Las Vegas
09.2008 - 05.2012
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Identified potential areas for improvement in existing products or services.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Handled customer service issues by providing guidance or escalating for advanced support.
Cashier
Ricks Rollin Smoke BBQ
Las Vegas
05.2007 - 09.2011
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Greeted customers and answered any questions they had about the store's products and services.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Balanced daily transactions on a computerized point-of-sale system.
- Resolved customer complaints professionally in accordance with company policy.
Cashier
Rebel Gas Station
Las Vegas
05.2007 - 03.2010
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Greeted customers and answered any questions they had about the store's products and services.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Performed other duties as assigned by management.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
Customer Service Rep
UPS
Las Vegas
05.2015
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Implemented innovative methods for streamlining the customer service process.
- Conducted regular follow-up calls with customers after resolving their issues.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Education
Writing and Civic Leadership -
Eastside High School
Lancaster, CAMedical Assistant -
United Education Institute
San Bernardino, CASkills
- Communication
- Problem-solving
- Cash Handling
- Computer Literacy
- Adaptability
- Time Management
- Workflow Coordination
- Inbound and Outbound Calling
- Consultative Sales
- Call Management
- Data Collection
- Appointment Scheduling
- Data Entry
- Paperwork Processing
- Medical terminology knowledge
- Customer Service
- Microsoft Office expertise
- Shipping and receiving understanding
- Multi-Task Management
- System implementation
- Active Listening
- Credit card payment processing
- Reading Comprehension
- Follow-up skills
- Critical Thinking
- Problem Resolution
- Call triaging
- Positive and professional
References
Available upon request.
Personal Information
Title: Customer Service Rep/ Cashier
Timeline
Cashier Team Lead
Chevron
04.2024 - Current
Dispatcher
Bell Transportation
05.2017 - 01.2024
Customer Service Rep
UPS
05.2015
Team Leader
Amazon
04.2012 - 06.2017
Technical Support Rep
Telus International
09.2008 - 05.2012
Cashier
Ricks Rollin Smoke BBQ
05.2007 - 09.2011
Cashier
Rebel Gas Station
05.2007 - 03.2010
Writing and Civic Leadership -
Eastside High School
Medical Assistant -
United Education Institute