Echo Albright-Bolkovatz
Portland,OR
Summary
Currently working at the PDX Airport has allowed for a wide variety of experience. Such as being able to handle multiple projects simultaneously, staying calm and focused when directing very large crowds, and perfect adherence to safety per strict Port/TSA guidelines. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
ABM Industries/PDX Airport
2021.04 - Current
- Increase efficiency and team productivity by promoting operational best practices within TSA guidelines.
- Effective liaison between customers and internal departments, such as airport operations team.
- Identify potential airport, rail and mass transit security concerns and reported directly ADM.
- Created positive start to passenger trips by greeting passenger and providing seamless check-in and ticketing experience.
- Stack unclaimed items onto baggage carts and into storage racks and shelves.
- Assist Customs Patrol Officers in arrivals of international flights; while performing duties in accordance with applicable standards, policies and regulatory guidelines of state Customs agency.
- Maintained energy and enthusiasm in fast-paced environment.
- Worked in Lost and Found as morning shift supervisor.
- Used Microsoft Excel to make schedules, 365, and secured airport software to maintain a accurate log of all items received and outgoing.
- Obtained scanned records and uploaded into database.
Teacher's Assistant
Head Start Program
2016.09 - 2019.05
- Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
- Interacted with children one-on-one and in small groups to enhance and support learning activities.
- Supported children's social and emotional development by encouraging understanding of others and positive self-concepts.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Promoted sensory development by providing access to different textures.
- Taught children with creative approaches, methods and techniques.
- Supported planning and preparation for culturally-diverse class sessions
President Of Policy Council
Headstart Early Learning Program
2014.08 - 2015.08
- Served as spokesperson, liaising between students, parents and school administrators.
- Met with other representatives to devise plans and goals for upcoming months and year.
- Fostered community within school by coordinating various social events for both students and parents.
- Attended school and board meetings, staying up-to-date on school policies and procedures.
- Welcomed students and families during school events and distributed necessary event information.
- Campaigned at State level in Salem to advance our program and keep Head Start funds for local low income or special needs children.
- Approved monthly budgets, proposed amendments, and discussed future projects.
- Advanced organization's, HSPPS legislative and political agenda through advocacy initiatives.
- Managed implementation of policy and program initiatives.
- Gained extensive knowledge in data entry, analysis and reporting.
- Resolved problems, improved operations and provided exceptional service.
Senior Customer Service Specialist
Bed Bath & Beyond
2008.10 - 2009.04
- Worked closely with a bridal team for new registries.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Maintained financial accounts by processing customer adjustments.
- Developed customer service improvement initiatives that decreased customer wait times by 98%.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Account manager and Promotions
T-Mobile
2006.02 - 2007.02
- Answered an average of 300 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Described product to customers and accurately explained details and care of merchandise.
- Politely assisted customers in person and via telephone.
- Provided an elevated customer experience to generate a loyal clientèle.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Served as the main liaison between customers, management and sales team.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Liaised between account holders and various departments.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
Cashier
Hot Lips Pizza
2005.09 - 2006.02
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Provided an elevated customer experience to generate a loyal clientèle.
- Assisted customers with food selection, inquiries and order customization requests.
- Replenished supplies, bags and other materials at each cash wrap.
Barista
Starbucks Coffe CO.
2002.09 - 2005.10
- Provided an elevated customer experience to generate a loyal clientèle.
- Made and served a large amount café beverages per day with speed, quality and consistency.
- Memorized recipes for many specialty coffee beverages and seasonal offerings.
- Advised customers on whole bean and bulk tea purchases, detailing origin, flavor and pairing recommendations.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
- Prioritized drink requests while managing interruptions.
- Increased sales of espresso machines by 96% with special displays and promotions.
- Paid special attention to repeat and loyal customers, addling to a direct increase in overall sales daily.
- Developed and demonstrated skillful and creative latte art to engage customers.
- Controlled line and crowd with quick, efficient service.
- Accurately took to-go and special orders via phone.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
Hostess/Cocktail, Waitress
Flashdances Bar
2000.09 - 2001.11
- Assigned patrons to tables suitable for their needs and according to rotation.
- Greeted guests in a timely and professional manner.
- Waited on multiple customers at the bar and throughout the bar area.
- Received beverage orders from wait staff and delivered beverages to guests.
- Maintained full knowledge of beverage lists and promotions.
- Enthusiastically and appealingly described food and drink specials to guests.
- Carefully followed safety and sanitation policies handling food and beverages.
- Poured drinks using standard pour according to specifications.
- Ensured liquor was secured at the end of shifts.
- Verified that guests at the bar were of legal age.
- Refused service to intoxicated guests.
- Built solid rapport with many frequent patrons to cultivate guest loyalty.
Retail Sales Associate
The Gap
1998.09 - 1999.01
- Answered questions regarding the store and its merchandise.
- Demonstrated use and care of merchandise.
- Greeted customers and ascertained customers' needs.
- Prepared sales slips and sales contracts.
- Stocked shelves and supplies and organized displays.
- Organized racks and shelves to maintain the visual appeal of the store.
- Verified that all customers received receipts for purchases.
- Developed positive customer relationships through friendly greetings and excellent service.
Retail Sales Associate
Fred Meyer
1996.11 - 1997.04
- Operated cash register for cash, check and credit card transactions wit 100% accuracy.
- Stocked and replenished merchandise according to store merchandising layouts.
- Priced merchandise, stocked shelves and took inventory of supplies.
- Cleaned and organized store, including checkout desk and displays.
- Alerted customers to upcoming sales events and promotions.
- Identified potential shoplifters and alerted management.
- Handled all customer relations issues in gracious manner and in accordance with company policies.
- Educated customers about brand to incite excitement about company’s mission and values.
- Educated customers about brand to incite excitement about company’s mission and values.
- Educated customers about brand to incite excitement about company’s mission and values.
- Used time efficiently when not serving customers, including folding clothes and cleaning out fitting rooms.
Certified CNA
Marsing Job Corp
1994.01 - 1995.01
- Developed and implemented nursing care plans.
- Maintained accurate records of patient care, condition, progress and concerns.
- Monitored vital signs, such as blood pressure and pulse.
- Responded appropriately to the physical, emotional and developmental needs of patients.
- Tested and recorded blood glucose levels.
- Changed sterile dressings.
- Obtained information about clients’ medical history, drug history, complaints and allergies.
- Assisted patients with bathing, oral hygiene, grooming, feeding and elimination.
- Helped patients move in and out of beds, baths, wheelchairs and automobiles.
- Maintained a clean, healthy and safe environment.
- Assisted with patient transfer and ambulation.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
Supervisor
Subway Sandwiches
1993.07 - 1994.10
- Developed, implemented and managed business plans to promote profitable food and beverage sales.
- Effectively managed payroll and timekeeping, including completion of the proper paperwork for new hires and terminations.
- Carefully interviewed, selected, trained and supervised staff.
- Organized special events in the restaurant, including receptions, promotions and corporate luncheons.
- Carefully developed a lucrative annual food and beverage marketing plan and strict budget to maximize profits.
- Correctly calculated inventory and ordered appropriate supplies.
- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
Supervisor
Paradise Bakery
1992.09 - 1993.05
- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Maintained high standards of customer service during high-volume, fast-paced operations.
- Prepared all food orders within a 2-3 minute time frame.
- Assembled food orders while maintaining appropriate portion control.
- Prepared specialty foods such as pizzas and sandwiches, following specific methods that required quick prep time.
- Verified that prepared food met all standards for quality and quantity.
- Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures.
- Followed food safety procedures according to company policies and health and sanitation regulations.
- Trained kitchen staff on proper use of equipment, food handling, and portion sizing.
- Supervised kitchen staff of 10 people and ensured proper event set-up, food preparation, kitchen clean-up and proper shut down.
- Estimated amounts and costs of required supplies, such as food and ingredients
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
Education
Associate of Arts - Majored in Journalism/Minored in Arts
PCC/Portland State University
1825 SW Broadway Portland, OR 9720106.2004
Certified Nursing Assistant by the State of Idaho - Nursing
Marsing Job Corp
3201 Ridgecrest Drive Nampa,ID 836871995
Skills
- PDX Airport Operations
- PDX Lost and Found Supervisor
- Trusted Badge Holder
- Customs Seal for International Arrivals
- CPR/First Aid certified
- Trusted key holder
- Creative problem solver
- Exceptional communication skills
- Professional demeanor
- Highly organized
- Highly observant
- PPE Compliance
- Clerical Support
- Cultural Awareness/EDI
- Spreadsheets
- Documentation
Timeline
Customer Service Representative
ABM Industries/PDX Airport
2021.04 - Current
Teacher's Assistant
Head Start Program
2016.09 - 2019.05
President Of Policy Council
Headstart Early Learning Program
2014.08 - 2015.08
Senior Customer Service Specialist
Bed Bath & Beyond
2008.10 - 2009.04
Account manager and Promotions
T-Mobile
2006.02 - 2007.02
Cashier
Hot Lips Pizza
2005.09 - 2006.02
Barista
Starbucks Coffe CO.
2002.09 - 2005.10
Hostess/Cocktail, Waitress
Flashdances Bar
2000.09 - 2001.11
Retail Sales Associate
The Gap
1998.09 - 1999.01
Retail Sales Associate
Fred Meyer
1996.11 - 1997.04
Certified CNA
Marsing Job Corp
1994.01 - 1995.01
Supervisor
Subway Sandwiches
1993.07 - 1994.10
Supervisor
Paradise Bakery
1992.09 - 1993.05
Associate of Arts - Majored in Journalism/Minored in Arts
PCC/Portland State University
Certified Nursing Assistant by the State of Idaho - Nursing
Marsing Job Corp
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