EMMA THEOBALD

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts with the customer
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and other resources to improving overall user experience.
• Participated in training programs to enhance product knowledge, customer service skills, and providing informed recommendation of treatment base on individual customers situations.
• Worked with team of 10 customer service representatives to help with customer issues.
• On average completed 50 to 60 calls per day; amount of time on each call verifying.
• Worked with proprietary software to reduce feedback and call metric software issues.
• Frequently in charge of managing computer updates and system uploads throughout the week

● Trained and oversaw 2 team members per month

• Served 30-40 customers per hour on average

• Restocked supplies at workstations to help team members meet demands.

• Collaborated with other team members to drive efficient operations.

• Addressed inquiries and resolved issues promptly and professionally, resulting in positive customer feedback.

• Demonstrated strong work ethic and reliability by consistently meeting or exceeding attendance and punctuality expectations.

• Learned all required tasks quickly to maximize performance.

• Arranged creative displays to attract incoming customers and spike curiosity.

• Received, documented and shelved stock.

• Interacted with customers to personalize the experience and build positive rapport.

• Resolved customer issues quickly to recapture customer loyalty and prevent lost sales.

• Engaged with customers to better understand needs and requirements and find appropriate solutions.

• Trained junior staff members

• Working with a team consisting of 4 team members who oversaw the client's house and items. • Over the season I would work 17-20 houses, and return after the season is completed.

• Communicated potentially dangerous conditions to swimmers and increased monitoring in high-risk situations.

• Cleaned pool areas and lifeguard station, maintaining a safe and pleasant environment.

• Maintained required certifications in CPR and basic first aid, completing necessary recertification's every year.

• Tested pool environment for proper chemical and environmental requirements every hour, completed during a required 10-minute break.

• Verified all pool opening and closing procedures to keep the swimming area secure before and after hours.

• Observed activities in assigned areas to detect hazards, disturbances or safety infractions during all hours.

• Documented daily operational data and drafted incident reports for accurate recordkeeping.

• On average managed 30-40 patrons per hour, during busy days/times it would increase to 50+ patrons.

• Oversaw individually paid-for parties every month, on average 2 per month