Eric Kelly

• I am the last line of defense to okaying or denying what I can do for the customer
• We are the last tier customers talk to when exchanging flights, canceling them or hotels as well.
• Issue Resolution: Handled complex and high-priority customer escalations that Tier 1 and Tier 2 support teams were unable to resolve.
• Customer Support: Provided exceptional customer service by addressing and resolving customer issues promptly and professionally via phone, email, and chat.
• Problem Analysis: Analyzed and diagnosed customer problems, identifying root causes and implementing effective solutions.
• Cross-Department Collaboration: Worked closely with various departments such as engineering, product management, and operations to resolve escalated issues and improve processes.
• Documentation: Maintained detailed and accurate records of customer interactions, issues, and resolutions in the CRM system.
• Process Improvement: Identified trends and patterns in escalated issues and provided feedback to management for process improvements and preventive measures.
• Training and Mentoring: Assisted in training and mentoring Tier 1 and Tier 2 support agents to improve their problem-solving skills and reduce the number of escalations.
• Technical Expertise: Utilized advanced technical knowledge and troubleshooting skills to resolve complex issues related to Expedia Group products and services.
• Customer Advocacy: Acted as a customer advocate, ensuring their concerns were addressed and their expectations were met or exceeded.
• Performance Metrics: Met and exceeded performance metrics related to resolution time, customer satisfaction, and quality of service.

Key Skills:

• Strong problem-solving and analytical skills
• Excellent customer service and communication abilities
• Ability to handle high-pressure situations with professionalism
• In-depth knowledge of Expedia Group products and services
• Proficiency in using CRM software and other support tools
• Ability to work independently and as part of a team
• Strong organizational and time management skills
• Technical expertise in troubleshooting and resolving complex issues
• Ability to provide constructive feedback and contribute to process improvements
• Experience in training and mentoring support agents

• I work in a kitchen where I wash dishes, fill the ice machine, do floor stock for all 3 floors in a psych unit, garbage, provide service to the elderly (meals on wheels), and help prepare the breakfast trays for the patients.

• Selling AT&T products
• Commission Based/Hourly pay
• Sold to strictly businesses for phone services cell/work phones/ along with VOIP (Voice Over IP)
• Laid off because of COVID outbreak, only 15 people kept their job.

AT&T Telesales Agent (Contracted through CoWorx)

Responsibilities:

• Customer Outreach: Conducted outbound calls to potential and existing customers to promote AT&T products and services.
• Sales Generation: Achieved and exceeded sales targets by effectively presenting and upselling AT&T’s offerings, including wireless plans, internet services, and bundled packages.
• Customer Needs Assessment: Listened to customers’ needs and preferences to tailor product recommendations and provide personalized solutions.
• Order Processing: Accurately processed orders, handled customer information, and ensured proper documentation in the sales system.
• Problem Solving: Addressed customer inquiries, resolved issues, and provided information regarding product features, pricing, and promotions.
• Follow-Up: Conducted follow-up calls to ensure customer satisfaction and to address any additional needs or concerns.
• Product Knowledge: Maintained up-to-date knowledge of AT&T products, services, and promotions to effectively communicate benefits to customers.
• Compliance: Adhered to company policies, procedures, and regulatory requirements, ensuring all sales activities were conducted ethically and professionally.
• Performance Tracking: Utilized CRM software to track sales performance, customer interactions, and follow-up activities.

Key Skills:

• Strong sales and negotiation abilities
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced, target-driven environment
• Proficient in CRM software and sales tracking tools
• Strong problem-solving and conflict resolution skills
• High level of product knowledge and the ability to learn new information quickly
• Customer-focused with a commitment to delivering exceptional service
• Ability to multitask and manage time effectively
• Team-oriented with strong collaboration skills

A telesales agent who contracts Verizon products towards customers is responsible for contacting potential or existing customers to inform them about Verizon products and services using scripts. They answer questions about the products and the company, ask questions to understand customer requirements, close sales deals over the phone, maintain good customer relationships, and handle grievances to preserve the company's reputation. The telesales agent must be an excellent communicator, have superior people skills, be comfortable presenting products or services over the phone, and have the ability to handle rejections and address complaints effectively. They should have experience in sales or customer service roles, meet sales quotas, have good knowledge of relevant computer programs and telephone systems, learn about products and services, and have excellent communication and interpersonal skills. It is essential for them to go the extra mile to meet sales quotas and facilitate future sales.

**Responsibilities:**

- **Customer Service:** Provided exceptional customer service by greeting guests, taking accurate orders, and ensuring a positive dining experience.
- **Order Accuracy:** Accurately processed orders using the POS system and handled cash transactions, credit card payments, and other forms of payment.
- **Food Preparation:** Prepared and cooked food items according to Burger King’s standards, including burgers, fries, and other menu items.
- **Quality Control:** Maintained high standards of food quality, presentation, and cleanliness.
- **Team Collaboration:** Worked collaboratively with team members to ensure efficient and smooth restaurant operations.
- **Cleanliness and Maintenance:** Conducted regular cleaning of dining areas, kitchen equipment, and restrooms to adhere to health and safety regulations.
- **Inventory Management:** Assisted with inventory control by restocking supplies and monitoring inventory levels to prevent shortages.
- **Customer Feedback:** Addressed customer inquiries and resolved complaints promptly and professionally to ensure customer satisfaction.
- **Training:** Participated in ongoing training and development programs to improve skills and knowledge of Burger King products and procedures.

**Key Skills:**

- Strong communication and interpersonal skills
- Ability to work in a fast-paced environment
- Attention to detail and accuracy
- Excellent customer service orientation
- Teamwork and collaboration
- Time management and multitasking abilities
- Basic math skills for handling transactions
- Knowledge of food safety and sanitation guidelines

Responsibilities:

• Customer Service: Greeted and served customers in a friendly and efficient manner, ensuring a positive customer experience.
• Order Taking: Accurately took orders and processed transactions using the POS system, handling cash, credit cards, and other forms of payment.
• Beverage and Food Preparation: Prepared and served a variety of beverages, including coffee, espresso drinks, and smoothies, as well as baked goods and sandwiches according to Dunkin' Donuts standards.
• Quality Assurance: Maintained high standards of product quality and presentation, ensuring all items met company standards before serving to customers.
• Team Collaboration: Worked effectively with team members to ensure smooth and efficient store operations.
• Cleanliness and Sanitation: Maintained cleanliness and organization of the work area, including dining areas, preparation stations, and restrooms, in compliance with health and safety regulations.
• Inventory Management: Assisted with inventory control by restocking supplies, monitoring inventory levels, and notifying management of any shortages.
• Customer Feedback: Addressed customer inquiries, resolved complaints, and provided information about Dunkin' Donuts products and promotions.
• Training and Development: Participated in ongoing training to improve product knowledge, service skills, and adherence to Dunkin' Donuts procedures.

Key Skills:

• Excellent customer service and communication skills
• Ability to work in a fast-paced environment
• Strong attention to detail and accuracy
• Team-oriented with strong collaboration skills
• Effective time management and multitasking abilities
• Basic math skills for handling transactions
• Knowledge of food safety and sanitation standards
• Adaptability and willingness to learn new tasks

• Dish Cleaning: Washed and sanitized dishes, glassware, flatware, pots, and pans using industrial dishwashing equipment.
• Kitchen Cleanliness: Maintained a clean and organized kitchen by regularly cleaning work areas, including counters, floors, and walls.
• Equipment Maintenance: Ensured proper operation and maintenance of dishwashing equipment, reporting any malfunctions or maintenance needs to management.
• Waste Management: Emptied and cleaned trash receptacles, and properly disposed of waste according to health and safety guidelines.
• Inventory Support: Assisted in organizing and restocking kitchen supplies, including dishes, utensils, and cleaning materials.
• Team Collaboration: Worked collaboratively with kitchen staff and servers to ensure efficient and smooth kitchen operations.
• Health and Safety Compliance: Adhered to all health and safety regulations, including proper food handling, storage, and sanitation practices.
• Special Cleaning Tasks: Assisted with special cleaning tasks as needed, such as deep cleaning kitchen appliances and storage areas.
• Time Management: Managed time effectively to ensure all cleaning tasks were completed promptly and efficiently during peak hours and closing shifts.

Key Skills:

• Strong attention to detail
• Ability to work in a fast-paced environment
• Excellent time management and multitasking abilities
• Knowledge of proper sanitation and safety practices
• Teamwork and collaboration
• Physical stamina to stand for long periods and lift heavy items
• Dependability and reliability
• Good communication skills
• Ability to follow instructions and procedures accurately

• **Responsibilities:** - **Customer Service:** Provided exceptional customer service by greeting guests, taking accurate orders, and ensuring a positive dining experience. - **Order Accuracy:** Accurately processed orders using the POS system and handled cash transactions, credit card payments, and other forms of payment. - **Food Preparation:** Prepared and cooked food items according to Burger King’s standards, including burgers, fries, and other menu items. - **Quality Control:** Maintained high standards of food quality, presentation, and cleanliness. - **Team Collaboration:** Worked collaboratively with team members to ensure efficient and smooth restaurant operations. - **Cleanliness and Maintenance:** Conducted regular cleaning of dining areas, kitchen equipment, and restrooms to adhere to health and safety regulations. - **Inventory Management:** Assisted with inventory control by restocking supplies and monitoring inventory levels to prevent shortages. - **Customer Feedback:** Addressed customer inquiries and resolved complaints promptly and professionally to ensure customer satisfaction. - **Training:** Participated in ongoing training and development programs to improve skills and knowledge of Burger King products and procedures. **Key Skills:** - Strong communication and interpersonal skills - Ability to work in a fast-paced environment - Attention to detail and accuracy - Excellent customer service orientation - Teamwork and collaboration - Time management and multitasking abilities - Basic math skills for handling transactions - Knowledge of food safety and sanitation guidelines

• Facility Maintenance: Performed routine maintenance tasks to ensure the restaurant’s interior and exterior were clean, safe, and well-maintained.
• Equipment Repair: Conducted minor repairs on kitchen equipment, HVAC systems, plumbing, and electrical systems to ensure they operated efficiently and safely.
• Cleaning: Regularly cleaned and sanitized all areas of the restaurant, including restrooms, dining areas, kitchens, and exterior grounds.
• Preventative Maintenance: Carried out scheduled preventative maintenance tasks to prevent breakdowns and ensure the longevity of equipment.
• Waste Management: Managed waste disposal by emptying trash receptacles and maintaining cleanliness around dumpster areas.
• Inventory Management: Monitored and maintained an adequate supply of cleaning and maintenance materials, and informed management of any restocking needs.
• Safety Compliance: Ensured all maintenance and cleaning activities adhered to McDonald’s safety and health standards.
• Support Services: Assisted restaurant staff with various tasks during peak hours to ensure smooth operations.
• Record Keeping: Maintained accurate records of maintenance tasks, repairs, and inventory levels.
• Emergency Response: Responded promptly to urgent maintenance calls and resolved issues to minimize disruptions to restaurant operations.

Key Skills:

• Strong knowledge of general maintenance and repair techniques
• Ability to work independently and prioritize tasks
• Attention to detail and thoroughness in completing tasks
• Knowledge of health and safety regulations
• Good communication and teamwork skills
• Physical stamina to perform manual labor and lift heavy items
• Dependability and reliability
• Problem-solving skills
• Basic understanding of HVAC, plumbing, and electrical systems
• Ability to follow instructions and procedures accurately

• Food Preparation: Prepared and cooked a variety of menu items including pizzas, pastas, wings, and side dishes according to Pizza Hut recipes and standards.
• Quality Control: Ensured that all food items met quality and presentation standards before serving to customers.
• Kitchen Operations: Operated kitchen equipment such as ovens, fryers, and grills safely and efficiently.
• Order Accuracy: Followed customer orders precisely to ensure accuracy and customer satisfaction.
• Sanitation: Maintained a clean and organized kitchen by regularly cleaning workstations, equipment, and utensils, adhering to food safety and sanitation guidelines.
• Inventory Management: Assisted with inventory control by monitoring stock levels, properly storing ingredients, and notifying management of any shortages or ordering needs.
• Team Collaboration: Worked collaboratively with other kitchen staff and front-of-house team members to ensure efficient and smooth restaurant operations.
• Time Management: Managed cooking times effectively to ensure timely preparation and delivery of food during peak hours.
• Health and Safety Compliance: Followed all health and safety regulations, including proper food handling, storage, and sanitation practices.
• Training: Assisted in training new kitchen staff on Pizza Hut procedures and standards.

Key Skills:

• Strong cooking and food preparation skills
• Attention to detail and quality
• Ability to work in a fast-paced environment
• Excellent time management and multitasking abilities
• Knowledge of food safety and sanitation standards
• Teamwork and collaboration
• Dependability and reliability
• Good communication skills
• Ability to follow recipes and instructions accurately
• Physical stamina to stand for long periods and handle kitchen equipment

Hired thru Temp agency

• Order Picking: Accurately picked customer orders from storage locations using handheld scanners and other tools, ensuring correct items and quantities were selected.
• Packing: Carefully packed items into boxes or packages, using appropriate materials to ensure items were secure and protected during shipping.
• Quality Control: Conducted quality checks on picked and packed items to ensure they met Amazon’s standards and customer specifications.
• Inventory Management: Assisted with maintaining accurate inventory levels by properly storing items, participating in regular stock counts, and reporting discrepancies.
• Shipping Preparation: Labeled and prepared packages for shipping, ensuring correct labeling and adherence to shipping guidelines.
• Safety Compliance: Followed all safety procedures and guidelines to maintain a safe working environment, including proper lifting techniques and use of personal protective equipment (PPE).
• Equipment Operation: Operated warehouse equipment such as pallet jacks, forklifts, and conveyor belts safely and efficiently.
• Efficiency: Met and exceeded performance targets for picking and packing speed, accuracy, and quality.
• Team Collaboration: Worked collaboratively with team members and supervisors to ensure efficient warehouse operations and timely order fulfillment.
• Housekeeping: Maintained a clean and organized work area, including regular cleaning of workstations and disposal of waste materials.

Key Skills:

• Attention to detail and accuracy
• Ability to work in a fast-paced environment
• Strong organizational and time management skills
• Ability to lift and carry heavy items
• Familiarity with warehouse operations and equipment
• Basic computer skills for using warehouse management systems
• Dependability and reliability
• Good communication and teamwork skills
• Ability to follow instructions and safety guidelines
• Physical stamina and ability to stand for long periods

• Customer Service: Provided exceptional customer service by greeting customers, answering questions, and assisting with product selection.
• Product Preparation: Prepared, sliced, and packaged deli meats, cheeses, and prepared foods according to customer requests and The Fresh Market standards.
• Display Maintenance: Arranged and maintained attractive and fully stocked deli displays, ensuring products were fresh and visually appealing.
• Order Processing: Accurately took and processed customer orders, including special requests, using the POS system.
• Quality Control: Ensured the quality and freshness of all deli products by following proper storage, rotation, and handling procedures.
• Sanitation: Maintained a clean and sanitary work environment by regularly cleaning counters, equipment, and utensils in accordance with health and safety guidelines.
• Inventory Management: Assisted in monitoring inventory levels, restocking shelves, and informing management of any product shortages or ordering needs.
• Team Collaboration: Worked collaboratively with other deli clerks and store staff to ensure efficient and smooth department operations.
• Promotion and Sales: Informed customers about current promotions, specials, and new products to enhance sales and customer satisfaction.
• Record Keeping: Maintained accurate records of inventory, sales, and waste as required by The Fresh Market policies.

Key Skills:

• Strong customer service and communication skills
• Ability to work in a fast-paced environment
• Attention to detail and accuracy
• Knowledge of deli products and food safety practices
• Teamwork and collaboration
• Time management and multitasking abilities
• Proficient in operating deli equipment such as slicers and scales
• Dependability and reliability
• Ability to follow instructions and procedures accurately
• Basic math skills for handling transactions and inventory management

• Customer Service: Provided exceptional customer service by greeting customers, answering questions, and assisting with product selection.
• Product Preparation: Prepared, sliced, and packaged deli meats, cheeses, and prepared foods according to customer requests and The Fresh Market standards.
• Display Maintenance: Arranged and maintained attractive and fully stocked deli displays, ensuring products were fresh and visually appealing.
• Order Processing: Accurately took and processed customer orders, including special requests, using the POS system.
• Quality Control: Ensured the quality and freshness of all deli products by following proper storage, rotation, and handling procedures.
• Sanitation: Maintained a clean and sanitary work environment by regularly cleaning counters, equipment, and utensils in accordance with health and safety guidelines.
• Inventory Management: Assisted in monitoring inventory levels, restocking shelves, and informing management of any product shortages or ordering needs.
• Team Collaboration: Worked collaboratively with other deli clerks and store staff to ensure efficient and smooth department operations.
• Promotion and Sales: Informed customers about current promotions, specials, and new products to enhance sales and customer satisfaction.
• Record Keeping: Maintained accurate records of inventory, sales, and waste as required by The Fresh Market policies.

Key Skills:

• Strong customer service and communication skills
• Ability to work in a fast-paced environment
• Attention to detail and accuracy
• Knowledge of deli products and food safety practices
• Teamwork and collaboration
• Time management and multitasking abilities
• Proficient in operating deli equipment such as slicers and scales
• Dependability and reliability
• Ability to follow instructions and procedures accurately
• Basic math skills for handling transactions and inventory management

• Dish Cleaning: Washed and sanitized dishes, glassware, flatware, pots, and pans using industrial dishwashing equipment.
• Kitchen Cleanliness: Maintained a clean and organized kitchen by regularly cleaning work areas, including counters, floors, and walls.
• Equipment Maintenance: Ensured proper operation and maintenance of dishwashing equipment, reporting any malfunctions or maintenance needs to management.
• Waste Management: Emptied and cleaned trash receptacles, and properly disposed of waste according to health and safety guidelines.
• Inventory Support: Assisted in organizing and restocking kitchen supplies, including dishes, utensils, and cleaning materials.
• Team Collaboration: Worked collaboratively with kitchen staff and servers to ensure efficient and smooth kitchen operations.
• Health and Safety Compliance: Adhered to all health and safety regulations, including proper food handling, storage, and sanitation practices.
• Special Cleaning Tasks: Assisted with special cleaning tasks as needed, such as deep cleaning kitchen appliances and storage areas.
• Time Management: Managed time effectively to ensure all cleaning tasks were completed promptly and efficiently during peak hours and closing shifts.

Key Skills:

• Strong attention to detail
• Ability to work in a fast-paced environment
• Excellent time management and multitasking abilities
• Knowledge of proper sanitation and safety practices
• Teamwork and collaboration
• Physical stamina to stand for long periods and lift heavy items
• Dependability and reliability
• Good communication skills
• Ability to follow instructions and procedures accurately

Responsibilities:

• Customer Service: Greeted and served customers in a friendly and efficient manner, ensuring a positive customer experience.
• Order Taking: Accurately took orders and processed transactions using the POS system, handling cash, credit cards, and other forms of payment.
• Beverage and Food Preparation: Prepared and served a variety of beverages, including coffee, espresso drinks, and smoothies, as well as baked goods and sandwiches according to Dunkin' Donuts standards.
• Quality Assurance: Maintained high standards of product quality and presentation, ensuring all items met company standards before serving to customers.
• Team Collaboration: Worked effectively with team members to ensure smooth and efficient store operations.
• Cleanliness and Sanitation: Maintained cleanliness and organization of the work area, including dining areas, preparation stations, and restrooms, in compliance with health and safety regulations.
• Inventory Management: Assisted with inventory control by restocking supplies, monitoring inventory levels, and notifying management of any shortages.
• Customer Feedback: Addressed customer inquiries, resolved complaints, and provided information about Dunkin' Donuts products and promotions.
• Training and Development: Participated in ongoing training to improve product knowledge, service skills, and adherence to Dunkin' Donuts procedures.

Key Skills:

• Excellent customer service and communication skills
• Ability to work in a fast-paced environment
• Strong attention to detail and accuracy
• Team-oriented with strong collaboration skills
• Effective time management and multitasking abilities
• Basic math skills for handling transactions
• Knowledge of food safety and sanitation standards
• Adaptability and willingness to learn new tasks

• Training New Employees: Provided comprehensive training to new crew members on all aspects of their roles, including food preparation, customer service, and safety procedures.
• Ongoing Training: Conducted ongoing training sessions to keep crew members updated on new procedures, menu items, and company policies.
• Mentorship: Acted as a mentor and role model for new and existing employees, offering guidance and support to help them succeed.
• Performance Evaluation: Assessed crew members’ performance, provided constructive feedback, and developed action plans for improvement.
• Quality Control: Ensured that all food items met McDonald's quality and safety standards, conducting regular checks and addressing any issues.
• Customer Service: Led by example in providing exceptional customer service, handling complex customer inquiries and complaints effectively.
• Operational Support: Assisted with daily restaurant operations, including food preparation, order accuracy, and maintaining a clean and organized work environment.
• Health and Safety Compliance: Ensured that all crew members followed health and safety regulations, including proper food handling, sanitation, and use of personal protective equipment (PPE).
• Team Leadership: Fostered a positive and collaborative team environment, encouraging teamwork and communication among crew members.
• Record Keeping: Maintained accurate records of training activities, employee progress, and compliance with company standards.

Key Skills:

• Strong leadership and team-building abilities
• Excellent communication and interpersonal skills
• Ability to train and motivate team members
• Attention to detail and commitment to quality
• Strong problem-solving and decision-making skills
• Ability to work in a fast-paced environment
• Knowledge of McDonald’s policies and procedures
• Good organizational and time management skills
• Customer-focused with a commitment to delivering exceptional service
• Dependability and reliability