Emma McSween
Franklin,NC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Drake Software LTD
08.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Cross-trained and provided backup support for organizational leadership.
Shift Leader
Sonic Drive-in
07.2021 - 08.2022
- Trained new employees and delegated daily tasks and responsibilities.
- Completed cash and credit card transactions accurately using POS software.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Scheduled staff shifts to secure adequate coverage and productive workflows.
- Completed daily financial activities and prepared weekly reports for management to inform decision-making.
- Analyzed sales figures and identified areas for improvement.
- Collected, arranged, and input information into database system.
Crew Member
Sonic Drive-in
07.2020 - 08.2022
- Worked front counter, drive-thru and other areas.
- Worked well with teammates and accepted coaching from management team.
- Took orders, prepared meals, and collected payments.
- Collaborated with team members to complete orders.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Assisted other team members to achieve goals.
- Trained new team members on procedures, customer service, and sales techniques.
- Became familiar with products to answer questions and make suggestions.
- Filled out daily shift log to record amount of food prepared, used and leftover.
- Reconciled receipt totals, cash and credit payments to address shortages.
Babysitter
Various
05.2015 - 10.2020
- Played games, worked on puzzles, and read books to young children.
- Communicated positively with children and guardians.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Prepared healthy, age-appropriate snacks and meals.
- Reassured children when upset providing emotional support and stability.
- Assisted with meal preparation, light housekeeping and laundry to support family with additional chores.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Taught children to organize toys, wash hands, and share by leading by example.
- Communicated with parents regarding children's progress and development, raising any issues.
- Helped children complete homework assignments and school projects.
- Developed games and activities using arts and crafts to support learning and verbal skills.
Education
High School Diploma -
Mountain Home Academy
Franklin, NC07.2021
Skills
- Report Creation
- Senior Leadership Support
- Microsoft Excel
- Microsoft Word
- Staff Training
- Active Listening
- Customer Relations
- Technical Support
- Service Standard Compliance
- Recordkeeping Strengths
- Computer Proficiency
- Managing Multiple Tasks
Accomplishments
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Became Shift lead at youngest possible age
- Assigned multiple special projects by higher management, and took over project management.
Timeline
Customer Service Representative
Drake Software LTD
08.2022 - Current
Shift Leader
Sonic Drive-in
07.2021 - 08.2022
Crew Member
Sonic Drive-in
07.2020 - 08.2022
Babysitter
Various
05.2015 - 10.2020
High School Diploma -
Mountain Home Academy
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