Essence Mitchell
Powder Springs,GA
Summary
I enjoy making customers happy regardless of what line of work I am in. “To execute and go above and beyond” is my motto for everything I do. Hardworking and organized individual with experience in customer service, communication, and managerial roles. Proven track record of success in scheduling appointments, answering inquiries, and resolving issues. Proficient in Microsoft Office Suite and CRM software. Adept at quickly learning new systems and processes. Highly motivated professional well-versed in leading successful projects and teams. Proven record of planning and executing projects and driving operational efficiency in fast-paced, deadline-oriented environments. Skilled communicator with the ability to motivate and inspire teams to drive positive outcomes and develop long-term customer relationships. Adept at utilizing a combination of analytical, technical, and problem-solving skills to maximize team performance.
Overview
8
8
years of professional experience
Work History
Merchandiser
HAllmark
06.2023 - 11.2024
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
Shift Leader
CVS Healthcare
12.2023 - 10.2024
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
Manager
Club 291
10.2020 - 08.2023
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
Call Center Operations Manager
Signify Health
10.2022 - 03.2023
- Directly manage a team of (10) supervisors.
- Planned proper workload and allocation across multiple services and support teams.
- Supported and executed performance improvement initiatives within call center.
- Supervised diverse workforce through coaching, counseling and engagement.
Scheduling Specialist
Signify Health
09.2021 - 10.2022
- Actively listened to customers to provide tailored appointment solutions.
- Utilized customer relationship management software to track and manage customer appointments.
- Utilized computerized appointment scheduling system and supported updates.
- Communicated additions, cancellations, and special requests for appointment schedules to appropriate parties.
- Achieved appointment-setting goals by meeting objectives and metrics.
- Built rapport with clients to support customer satisfaction.
- Answered phones, returning messages to schedule appointments.
Team Leader
Response Mine Interactive
05.2020 - 07.2021
- Delegated tasks to team members according to project requirements and employee strengths.
- Assisted in the recruitment and onboarding of new team members.
- Communicated work goals and deadlines to employees to increase productivity and meet project benchmarks.
- Developed and utilized team-building exercises to promote workplace synergy and productivity.
- Collaborated with other departments to ensure successful completion of projects.
- Notified supervisors of overarching customer and team member concerns.
- Mentored and coached team members to ensure successful performance.
Customer Service Representative
Response Mine Interactive
01.2020 - 05.2020
- Responded to telephone inquiries and complaints following standard operating procedures.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Developed strong customer relationships and loyalty through effective communication.
- Processed orders and detailed transaction information to customers.
- Met daily customer service quotas with a focus on quality.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Addressed customers courteously using suitable methods and problem-solving skills.
Manager
McDonalds
05.2019 - 11.2019
- Assigned, prioritized, and delegated tasks and responsibility to departmental employees.
- Mentored and trained new employees on company policies and procedures.
- Offered constructive feedback to team members, boosting overall job performance.
- Delegated tasks, freeing up time to focus on higher-value activities.
- Analyzed and resolved quality and customer service issues, recommending system improvements.
- Oversaw multiple projects simultaneously and ensured tasks were efficiently completed.
- Defined and coordinated team goals and objectives to drive success.
- Orientated and trained employees, encouraging confidence and helping individuals adapt faster to job roles.
Crew Member
McDonalds
03.2019 - 05.2019
- Placed orders into POS systems and handled cash and credit transactions.
- Handled customer complaints in a professional and courteous manner.
- Followed all safety and security procedures to reduce risks.
- Processed customer refunds and exchanges.
- Washed and sanitized plates and utensils for continued use.
- Maintained knowledge of store menus to advertise promotions and limited-time offers.
- Packaged and labeled to-go and delivery orders for pickup.
- Completed all store opening and closing procedures.
Waitress
Atria Senior Living
01.2017 - 09.2018
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
Education
High School Diploma -
05.2018
Skills
- Customer service
- Restaurant Experience
- Microsoft Word
- Management
- Recruiting
- POS
- Time Management
- Appointment Booking
- Data Entry Expertise
- Data Verification
- Customer Conflict Resolution
- Online Systems
- Microsoft Excel
- Job Assignments
- Coaching and Mentoring
- Schedule Preparation
Timeline
Shift Leader
CVS Healthcare
12.2023 - 10.2024
Merchandiser
HAllmark
06.2023 - 11.2024
Call Center Operations Manager
Signify Health
10.2022 - 03.2023
Scheduling Specialist
Signify Health
09.2021 - 10.2022
Manager
Club 291
10.2020 - 08.2023
Team Leader
Response Mine Interactive
05.2020 - 07.2021
Customer Service Representative
Response Mine Interactive
01.2020 - 05.2020
Manager
McDonalds
05.2019 - 11.2019
Crew Member
McDonalds
03.2019 - 05.2019
Waitress
Atria Senior Living
01.2017 - 09.2018
High School Diploma -
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