Ebony HYE
Birmingham,AL
Summary
Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
18
18
years of professional experience
Work History
Security Officer
Allied Universal Security Services
Birmingham, AL
05.2024 - Current
- Checked for safety hazards and took corrective action when necessary.
- Monitored surveillance cameras and responded to suspicious activity.
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
- Enforced access control measures in accordance with established procedures.
- Responded to alarms and conducted investigations as required.
- Confirmed visitor identification prior to granting entry into the building.
- Assisted in the development and implementation of security policies and procedures.
- Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
- Participated in training sessions to stay up-to-date on current security trends and best practices.
Assistant Accountant
GardaWorld Corp
Birmingham, AL
11.2019 - 05.2024
- Assisted in preparation of monthly financial statements and management accounts.
- Verified accuracy of invoices and other accounting documents or records.
- Performed month-end close procedures such as journal entries and reconciliations.
- Organized and maintained filing systems for all accounting documents.
- Provided support for external auditors during annual audit engagements.
- Researched discrepancies between payments received and customer records.
- Ensured compliance with relevant laws, regulations, policies and procedures.
- Monitored cash flow activities and forecast future cash requirements.
- Prepared balance sheet reconciliations on a timely basis.
- Prepared daily log sheets for employees schedule
Information Desk Clerk
Childrens Hospital of Alabama
Birmingham, Alabama
08.2019 - 03.2024
- Greeted customers and provided assistance with inquiries.
- Answered phone calls and redirected them to appropriate departments.
- Assisted in the organization of documents related to customer service.
- Provided information regarding services, policies, procedures, and other related topics.
- Maintained a log of customer interactions and requests for follow-up action.
- Issued tickets, passes, or tokens as requested by customers.
- Managed customer complaints in a professional manner.
- Resolved conflicts between customers and staff members in an effective manner.
- Performed administrative tasks such as filing paperwork and scheduling appointments.
- Developed new methods for improving customer satisfaction ratings.
- Ensured compliance with all relevant laws, regulations, codes, and standards.
- Performed bookkeeping, filing, and general clerical duties.
- Greeted customers, answered general questions and directed to appropriate locations.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
Kitchen Supervisor
UAB Medicine
Birmingham, AL
12.2015 - 08.2019
- Ensured all kitchen staff adhered to food safety and sanitation regulations.
- Created daily, weekly and monthly work schedules for kitchen staff.
- Ordered necessary supplies and equipment to maintain efficient operations in the kitchen.
- Trained new employees on proper cooking techniques, recipes and food preparation methods.
- Monitored inventory levels of ingredients, supplies and equipment.
- Resolved customer complaints regarding food quality or service issues.
- Maintained records of employee attendance and payroll information.
- Enforced strict adherence to health codes and safety protocols in the workplace.
- Performed regular inspections of storage areas, coolers, freezers, ovens.
Floor Supervisor
Old Navy
Birmingham, AL
02.2013 - 12.2015
- Supervised and evaluated staff performance, providing feedback and guidance as needed.
- Scheduled staff shifts and assigned duties to ensure efficient workflow.
- Monitored inventory levels and placed orders for additional stock as required.
- Processed customer payments accurately and efficiently.
- Developed employee training materials and conducted orientation sessions for new hires.
- Resolved customer complaints in a timely and professional manner.
- Provided excellent customer service by responding promptly to inquiries from customers or team members.
- Maintained a clean, organized, and safe work environment at all times.
- Assisted with the hiring process by screening resumes, conducting interviews, and making recommendations for hire.
- Collaborated with other departments to meet organizational objectives.
- Performed daily opening and closing procedures according to established guidelines.
- Managed cash register operations including deposits, withdrawals, transfers.
- Tracked sales data on a weekly basis to identify trends or patterns in customer behavior.
- Developed promotional campaigns that increased customer engagement and loyalty programs.
- Delegated tasks appropriate to individual employees to provide development opportunities.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Opened and closed store by counting cash, opening and closing cash registers and creating staff assignments.
Cashier Supervisor
Food Giant
Birmingham, AL
06.2006 - 02.2013
- Organized and managed daily cashier operations, ensuring accuracy of all financial transactions.
- Monitored shift-level performance, providing coaching and guidance to staff on proper cash handling procedures.
- Developed and implemented new processes to improve customer service and sales efficiency.
- Trained new hires in the use of POS systems, store policies and procedures, safety protocols, and customer service expectations.
- Conducted regular audits of register tills to ensure accurate balances were maintained at all times.
- Analyzed daily sales reports to identify any discrepancies or errors in order entry or payment processing.
- Implemented strategies for reducing shrinkage due to theft, fraud, or error.
- Resolved customer complaints quickly and professionally, communicating with customers via email or phone as needed.
- Ensured compliance with federal, state, local laws related to cash management practices.
- Provided feedback on employee performance during weekly team meetings.
- Greeted customers and responded to requests for information.
- Collaborated with IT department to troubleshoot technical problems related to software programs used for managing cashier operations.
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
- Trained employees on cash drawer operations and customer service protocols to carry out assigned tasks.
- Supported front-end procedures to keep items well-stocked to prevent shrinkage.
- Monitored cash drawers in checkouts to verify adequate cash supply.
- Verified customer age requirement for alcohol or tobacco purchases.
- Connected with customers to provide assistance and collect feedback to optimize operations.
Education
Associate of Science - Health Care Administration
Virginia College
Homewood, AL05-2014
High School Diploma -
Huffman High School
Birmingham, AL05-2008
Skills
- Visitor tracking
- Premises patrol
- Stationary surveillance
- Arrest procedures
- Electronic surveillance
- Metal detector operation
- Live chat support
- Business growth and retention
- Incoming call management
- Customer complaint resolution
- Lead generation
- Customer service
- Customer education
- Decision-making
- Relationship building
- Phone etiquette
- Goal oriented
- Sales quota achievement
- Verbal and written communication
- Adaptability and flexibility
- Email communication
- Cultural awareness
- Product knowledge
- Critical thinking
- Call center experience
- Email management
- Contract negotiation expertise
- Time management
- Multitasking and organization
- Account development
- Appointment scheduling
- Persuasion techniques
- Active listening
- Client relationship management
- Negotiation tactics
Timeline
Security Officer
Allied Universal Security Services
05.2024 - Current
Assistant Accountant
GardaWorld Corp
11.2019 - 05.2024
Information Desk Clerk
Childrens Hospital of Alabama
08.2019 - 03.2024
Kitchen Supervisor
UAB Medicine
12.2015 - 08.2019
Floor Supervisor
Old Navy
02.2013 - 12.2015
Cashier Supervisor
Food Giant
06.2006 - 02.2013
Associate of Science - Health Care Administration
Virginia College
High School Diploma -
Huffman High School
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