Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Eli Harrington

Camarillo,CA

Summary

Dedicated employee who is known for delivering excellent service in fast-paced environments, with the skillset to analyze complex information, optimize customer satisfaction, and lead diverse individuals. Out-of-the-box thinker who is comfortable working in teams or independently to ensure solutions consistently meet or exceed business goals. Providing exceptional customer service over the phone, through live chat and email, as well as in person when applicable.

Overview

9
9
years of professional experience

Work History

Member Service Agent

Automobile Club of Southern California
08.2024 - Current
  • Taking members via a queue system.
  • Educating members on benefits and services, or alerting them to services they have not yet utilized, and promoting engagement and satisfaction.
  • Assisting members by processing their DMV transactions.
  • Processing membership renewals.
  • Contributing to team success by consistently meeting or exceeding performance metrics in areas such as service quality and referrals.
  • Helping a large volume of members every day with a positive attitude and focus on service quality.
  • Verifying member identification and documentation for compliant DMV transactions.
  • Maintaining an efficient queue by alerting members to what documents or information they need at the time of check-in.
  • Handling cash and credit cards.
  • Balancing receipts from my daily work, as well as balancing the branch receipts and cash drawer.
  • Putting together the weekly Firm Order for DMV supplies and retail items.

Keyholder

Torrid
01.2024 - Current
  • Ensuring compliance with company policies and procedures, maintaining a safe and secure work environment for all staff members.
  • Resolving customer complaints professionally, resulting in increased customer satisfaction and loyalty.
  • Assisting with the creation of the weekly employee schedule.
  • Communicating sales goals and KPI's to associates at the start of each shift.
  • Auditing all cash registers at the start of the day and/or end of the night, and making sure the safe count is correct.
  • Taking cash deposits to the bank.
  • Receiving shipments and ship-to-store customer orders from delivery drivers.
  • Auditing in-store pickup and ship-to-store orders to make sure picked up orders have been correctly marked, and calling customers who have not yet picked theirs up.
  • Picking and packing in-store pickup and ship-from-store orders within the allotted time limits.
  • Engaged with customers to build rapport and promote long-term loyalty for increased sales.
  • Handled difficult situations calmly under pressure resolving conflicts between both customers and staff in a professional manner.
  • Assisting with hardware and product placement changes during seasonal store changes.
  • Ensuring that promo changes are completed at the end of the night, so that all signage is correct int he morning.
  • Meeting personal goals for credit card applications, loyalty sign-ups, and surveys, while also ensuring tat the entire team is meeting the collective goals.
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.

LinkedIn Learning Support Consultant

LinkedIn
06.2022 - 05.2023
  • Accepting live chats and email cases via a queue system.
  • Answering member's questions and providing information regarding the LinkedIn Learning product.
  • Maintain knowledge of the LinkedIn Learning product through ongoing training.
  • Assisting users with issues within their consumer accounts, as well as enterprise accounts.
  • Assisting admins with issues within enterprise accounts.
  • Transferring chats and emails to the appropriate departments or individuals when necessary.
  • Accepting chats and email cases in a timely manner to stay within SLA's
  • Following up with members in a timely manner if their case could not be resolved within the chat.
  • Escalating cases when necessary for higher-level support.
  • Kept up with updates on bugs and individual case issue resolutions on JIRA.
  • Provided basic technical support to customers, troubleshooting site and browser-based issues and providing solutions.
  • Retained subscriptions when possible.
  • Cancelled subscriptions for members as needed, when they could not be retained.
  • Issued refunds when necessary.
  • Maintained a Rep Helpfulness score of 95%
  • Met KPI goals each month.

Customer Service and Shipping Rep

Relief-Mart
11.2019 - 06.2022
    • Answered constant flow of customer calls and emails with minimal wait times.
    • Answered product and service questions, and provided additional information regarding the product or service the customer was interested in.
    • Provided recommendations based on the needs and wants of each customer.
    • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
    • Handled any customer complaints with empathy and professionalism.
    • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
    • Maintained up-to-date knowledge of product and service changes.
    • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
    • Placed customer orders on Monsoon Stone Edge.
    • Used Ship Station to keep track of customer orders.
    • Answered incoming messages on Amazon Seller Central within the allotted time limit.
    • Data entry.
    • Filing.
    • Set up appointments for freight companies to pick up orders that they would deliver to customers.
    • Called customers to set up delivery dates and times.

Starbucks Kiosk Manager

Ralphs
01.2018 - 11.2019
  • Took orders at a Point-of-Sale system
  • Managed a team of baristas.
  • Trained new baristas, and regularly trained all baristas on any new beverages, food, and company policies.
  • Made coffee, tea drinks, and heated food using proper food safety.
  • Cash handling.
  • Built and maintained rapport with customers.
  • Made work schedules for all baristas, myself included.
  • Ordered food/beverage components/retail merchandise for the kiosk.
  • Counted and recorded inventory each month.
  • Broke down order pallets and put away stock, utilizing the FIFO system.
  • Regularly lifted 50+ lbs.
  • Handled problematic customers and clients to assist baristas and maintain excellent customer service.
  • Tracked barista attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each barista's individual strengths and initiated mentoring program to improve areas of weakness.
  • Regularly cleaned the kiosk while working, and would do a deeper clean after closing, using proper PPE.

Starbucks Kiosk Barista

Vons
12.2016 - 01.2018
  • Made coffee drinks, tea drinks, and heated food using proper food safety.
  • Placed orders on a Point-of-Sale system.
  • Providing excellent customer service
  • Built and maintained rapport with customers.
  • Cleaned the kiosk while working, doing deeper cleans after closing.
  • Regularly lifted 20+ lbs.
  • Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
  • Explained beverage preparation and offered samples to help customers choose ideal items.
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Controlled line and crowd with quick, efficient service.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Operated espresso machines and commercial coffee brewers to create beverages.

Education

High School Diploma -

Adolfo Camarillo High School
Camarillo, CA
06.2012

Skills

  • Microsoft Office
  • Microsoft Dynamics 365
  • Basic knowledge of Shopify, Amazon Seller Central, and Salesforce
  • Barista Skills
  • Inventory Procedure Documentation
  • Customer Satisfaction
  • Friendly and Patient
  • Customer Communication and Empathy
  • Administrative Support
  • Troubleshooting Network Issues
  • DMV training

Accomplishments

  • Supervised team of 5 staff members.
  • Received Team MVP award at LinkedIn for having the best KPI stats on my team.
  • Nominated for Consultant of the Month award at LinkedIn for exceeding KPI goals.
  • Consistently maintained a Rep Helpfulness score of 95% and above at LinkedIn.

Timeline

Member Service Agent

Automobile Club of Southern California
08.2024 - Current

Keyholder

Torrid
01.2024 - Current

LinkedIn Learning Support Consultant

LinkedIn
06.2022 - 05.2023

Customer Service and Shipping Rep

Relief-Mart
11.2019 - 06.2022

Starbucks Kiosk Manager

Ralphs
01.2018 - 11.2019

Starbucks Kiosk Barista

Vons
12.2016 - 01.2018

High School Diploma -

Adolfo Camarillo High School

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