Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Eva Massoni

Kent

Summary

I am an experienced professional seeking an opportunity to use my background in customer service and administration. I excel with handling customer interactions and utilize communication and empathy to build strong customer relationships. I have a track record of maintaining high customer satisfaction and fostering loyalty. I am a dedicated and detail-oriented individual looking for an opportunity to expand my professional skillset and help others.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Interior Logic Group
04.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Legal Administrative Assistant

Ortiz & Gosalia
01.2022 - 06.2023
  • Managed general clerical needs such as opening and closing files, scanning sheets and faxing documents.
  • Scheduled and coordinated meetings between legal teams and clients.
  • Kept office efficient and organized by managing tasks such as supply restocking and general upkeep without oversight.
  • Helped with intake of new clients and materials by setting up files and documenting important information.
  • Provided exceptional customer service when interacting with clients fostering strong relationships and positive outcomes.
  • Facilitated clear communication between clients and attorneys by acting as a liaison to ensure all parties were informed of updates or changes.
  • Prepared drafts of forms, letters and agreements for legal staff use.

Sales Representative

Colonial Life & Accident Insurance Company
11.2021 - 02.2022
  • Promote the insurance agency to customers who need insurance
  • Network with potential customers
  • Educate customers on each type of insurance coverage and make recommendations based on their needs
  • Evaluate current insurance policies and recommend additional coverage when needed
  • Maintain all insurance documents in a confidential way
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.

District Administrative Manager

Jamba Juice
01.2019 - 11.2021
  • Managed several locations (3 at once, 7 overall)
  • Ensuring incoming staff complies with company policy
  • Training staff to follow restaurant procedures
  • Maintaining safety and food quality standards
  • Keeping customers happy and handling complaints
  • Organizing schedules for 75+ employees
  • Keeping track of employees’ hours
  • Recording payroll data
  • Ordering food, linens, gloves and other supplies while staying within budget limitations
  • Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
  • Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.

Admissions Coordinator

Americana Health and Rehabilitation
09.2018 - 12.2018
  • Job Responsibilities: Provide administrative support by carrying out basic various duties, including receiving and processing medical forms, admission agreements, and request for information. Record, file, and photocopy documents, delivering papers and records to other personnel or patients. Review patient's charts to extract specific information for processing and to research data as necessary. Respond to inquiries and questions, assisting staff members and managers through operational efforts
  • Reason for leaving: position eliminated due to not being in budget

Sales

Seattle Sun Tan
06.2015 - 04.2016
  • Job Responsibilities: Sales, organization, giving tours, meeting quotas, working with cash register and inventory.
  • Improved sales process transparency by creating detailed documentation of sales stages and responsibilities.
  • Exceeded quarterly sales targets by implementing effective sales strategies and nurturing leads.

Hostess

Red Robin
08.2014 - 06.2015
  • Job Responsibilities: Monitored table rotation to ensure wait staff gets fair number of tables and confirmed servers' availability to allocate and accommodate customers as necessary. Interacted with clients with an enthusiastic and warm attitude, assuring a nice dining experience; collaborated with personnel and leaders with restaurant activities and decision-making.
  • Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.

Lead Cashier

Northside Café (WSU Dining Hall Services)
09.2013 - 07.2014
  • Job Responsibilities: Crew training, providing excellent customer service, while using the cash register to receive and balance money.
  • Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.

Challenge Course Facilitator

Washington State University Recreation
06.2013 - 12.2013
  • Job Responsibilities: Provide athletic patrons with basic medical aid, maintain clean facilities, supervise athletic camps for children, leadership training through physical challenges and teamwork exercises
  • Improved team-building experiences by customizing course activities to meet the unique needs of each group.
  • Created a supportive environment, encouraging participants to step outside their comfort zones and try new challenges.

Education

No Degree - Kinesiology

Washington State University
Pullman
01.2014

High School Diploma -

Roosevelt High School
06.2012

Associate of Arts - undefined

North Seattle Community College
05.2012

Skills

  • Customer Service
  • Active Listening
  • Team Management
  • Sales
  • Critical Thinking
  • Data Entry
  • Problem Resolution
  • Complaint Handling
  • Microsoft Excel
  • Payment Processing
  • Follow-up Skills
  • Call Management
  • Order Processing
  • Documentation
  • Administrative Support
  • Microsoft PowerPoint
  • Microsoft Office Suite
  • Proofreading

Certification

  • Procertas COBOT Expert Microsoft Word
  • Procertas COBOT Expert Microsoft PowerPoint
  • Procertas COBOT Qualified Microsoft Excel

Timeline

Customer Service Representative

Interior Logic Group
04.2024 - Current

Legal Administrative Assistant

Ortiz & Gosalia
01.2022 - 06.2023

Sales Representative

Colonial Life & Accident Insurance Company
11.2021 - 02.2022

District Administrative Manager

Jamba Juice
01.2019 - 11.2021

Admissions Coordinator

Americana Health and Rehabilitation
09.2018 - 12.2018

Sales

Seattle Sun Tan
06.2015 - 04.2016

Hostess

Red Robin
08.2014 - 06.2015

Lead Cashier

Northside Café (WSU Dining Hall Services)
09.2013 - 07.2014

Challenge Course Facilitator

Washington State University Recreation
06.2013 - 12.2013

Associate of Arts - undefined

North Seattle Community College

No Degree - Kinesiology

Washington State University

High School Diploma -

Roosevelt High School

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