Ella Norman
Johnson City,TN
Summary
Committed employee with a history of meeting company needs with consistent and organized practices. Exceptionally skilled working under pressure, adapting to new situations and challenges to best enhance the organizational brand. Extremely proficient with customer service, multitasking and time management abilities.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Advanced Call Center Technologies LLC
08.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Waitress
Texas Roadhouse Steakhouse
12.2021 - 08.2023
- Frequently responsible for opening and closing the restaurant.
- Trained new employees to perform duties.
- Greeted customers, answered questions and recommended specials to increase profits.
- Maintained accuracy while handling payments, giving change and printing receipts for customers.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
Hospital Food Service Worker
Compass Health Network
09.2021 - 11.2021
- Reviewed all orders and information due to medical illnesses and diagnosis.
- Maintained proper medical ethics throughout the hospital
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
Waitress
Cheedars scratch kitchen
03.2021 - 09.2021
- Maintained accuracy while handling payments, giving change and printing receipts for customers.
- Communicated with kitchen staff to stay updated on item availability and customer wait times.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
- Presented menus to patrons to answer questions about menu items and make recommendations.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
Cogallerist
Artist
04.2020 - 02.2021
- Helped customers find specific products, answered questions and offered product advice.
- Accepted and completed cash, check and credit card payments.
- Monitored stock levels to facilitate restocking and replenishment of shelves.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Used computer system to retrieve customer information, part number inventory and status of purchase orders.
- Met with customers to offer assistance with selecting merchandise, finding accessories and completing purchases.
Education
Associate of Science -
Northeast State Community College
Blountville, TN12.2024
Skills
- Excellent social skills
- Verbal and Written Communication skills
- Data Entry
- Time Management
- Task Prioritization
- Computer Skills
- Service Oriented
- High Energy and Stamina
- Conflict and Complaint Resolution
- Specials Promotion and Upselling
- Sales Techniques
- Point of Sale (POS) System Operations
- Critical Thinking
- Problem-solving abilities
- Call center experience
- Microsoft Excel
- Professional telephone demeanor
Additional Information
- ABC License
Timeline
Customer Service Representative
Advanced Call Center Technologies LLC
08.2023 - Current
Waitress
Texas Roadhouse Steakhouse
12.2021 - 08.2023
Hospital Food Service Worker
Compass Health Network
09.2021 - 11.2021
Waitress
Cheedars scratch kitchen
03.2021 - 09.2021
Cogallerist
Artist
04.2020 - 02.2021
Associate of Science -
Northeast State Community College
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