Summary
Overview
Work History
Education
Skills
Timeline
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Elizabeth Burnett

Tucson,AZ

Summary

Dedicated and Committed Employee - Goal-Oriented 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

4
4
years of professional experience

Work History

Afni/Call Center Representative

Progressive
Tucson, AZ
02.2024 - Current
  • Developed effective working relationships with team members across multiple departments.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Addressing and resolving customer concerns promptly, resulting in increased levels of customer satisfaction.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Bookstore Associate

B&N Education
Tucson
08.2023 - Current
  • In my job at a bookstore, I have the unique opportunity to work both in-store and online
  • As a bookseller, I am responsible for assisting customers in finding the perfect book, providing recommendations, and answering any questions they may have
  • I am knowledgeable about various genres, authors, and new releases, allowing me to offer personalized suggestions based on customers' interests
  • Working in a bookstore that also handles online orders provides a diverse and dynamic work environment
  • I have the opportunity to interact with customers face-to-face, offering personalized recommendations and building relationships
  • At the same time, I am involved in the behind-the-scenes operations of the online store, ensuring that customers receive their orders promptly and accurately
  • Overall, my job at the bookstore allows me to combine my passion for books with excellent customer service skills
  • It is a rewarding experience to help customers discover new books, assist them in finding what they are looking for, and contribute to the smooth operation of both the physical store and the online platform.

Convenience Store Cashier

EZ One Stop
Waubun
11.2021 - 11.2022
  • I worked in the area of customer service where I assisted customers with their purchases in a friendly and courteous manner, including greeting all inside and outside customers; providing information on products and their location; using suggestive selling techniques; accurately ringing up purchases, accepting payment, and giving change; and providing any additional courtesy services
  • I supported the business in completing store closing, including all assigned housekeeping duties, including stocking, facing, cleaning, and ensuring standards are met at all times
  • I was trained and educated in how to comply with all procedures for handling, controlling, and accounting for company monies, merchandise, food & beverage, gasoline, and lottery during the assigned shift
  • When necessary, I helped with deli foods and upkeep, quality control assurance, sanitation, merchandising, and routine equipment maintenance
  • Also, performed checks and restocks items to ensure a sufficient supply throughout the shift
  • I was able to demonstrate a complete understanding of menu items and explain it to guests accurately.

Dollar General key holder

Dollar General
Waubun
08.2021 - 11.2021
  • I was responsible for customer service and creating an interactive customer-focused selling environment
  • I helped to maintain an accurate knowledge of products, merchandising
  • My job required that I had a strong knowledge and understanding of product categories, their features, and benefits
  • As a key holder specifically, we were required to also achieve and maintain measurable goals, such as units per transaction (UPT), sales per hour (SPH), average dollar per transaction (ADT), email capture rates, and customer capture rates
  • We were trained to stay informed of current advertisements and merchandising promotions
  • We daily collaborated with the assistant store manager and store manager to find ways to gain knowledge and understanding of all management reports, metrics, and processes
  • We daily aided in restocking merchandise, floor moves, and display maintenance
  • We were responsible for completing all sales transactions correctly and efficiently and ensuring cash and media accountabilities are properly maintained at POS registers
  • This included night duty in performing opening and closing procedures following Dollar General set standards; and ensuring Company's policy and procedures regarding time and attendance.

Front Desk Assistant

White Earth Housing Authority
Waubun
06.2020 - 08.2020
  • As the front desk/administrative assistant for the White Earth Housing Authority (WEHA) I was the first point of contact for guests
  • Additionally, I provided a broad range of administrative offices including processing and filing paperwork for applications
  • I assisted in scheduling tasks including calendar coordination; reserving conference rooms and teleconference services; selecting catering; and assembling correspondence, presentations, email communications, for board meetings
  • Another aspect of my duties included supporting the accounting office in assisting the processing of collecting and reconciling reimbursement requests for payments
  • My job included merging and mailing for accounts and billing as needed
  • I was responsible for word processing, photocopying, faxing, data entry, and other administrative duties as assigned
  • For this job, I had to have proficiency in Microsoft Office programs (Outlook, Excel, and Word)
  • This job also provided me with experience in written and verbal communication skills including professional phone etiquette
  • I was able to coordinate several projects to a successful completion with little or no supervision and respond promptly to shifts in direction, priorities, and schedules.

Education

Sophomore in General Studies -

Tohono O'Odham Community College
04.2024

Sophomore in Liberal Arts & Sciences -

Turtle Mountain Community College
12.2021

Freshman in Liberal Arts -

Bay Mills Community College
05.2021

High school diploma -

Waubun Secondary
05.2021

Skills

  • Customer support
  • Customer service
  • Hospice Care
  • Assistant Manager Experience
  • Cashiering
  • Project Coordination
  • Word Processing
  • POS
  • Administrative Experience
  • Phone Etiquette
  • Merchandising
  • Accounting
  • Quality Control
  • Technological Savvy
  • Communication
  • Leadership
  • Customer Service
  • Specialized Work Experience
  • Analytical Ability
  • Critical Thinking
  • Typing
  • Data Entry
  • Call Control
  • Customer Relationship Management

Timeline

Afni/Call Center Representative

Progressive
02.2024 - Current

Bookstore Associate

B&N Education
08.2023 - Current

Convenience Store Cashier

EZ One Stop
11.2021 - 11.2022

Dollar General key holder

Dollar General
08.2021 - 11.2021

Front Desk Assistant

White Earth Housing Authority
06.2020 - 08.2020

Sophomore in General Studies -

Tohono O'Odham Community College

Sophomore in Liberal Arts & Sciences -

Turtle Mountain Community College

Freshman in Liberal Arts -

Bay Mills Community College

High school diploma -

Waubun Secondary

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Elizabeth Burnett