Evana Gilleo
Richmond,VA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Dependable professional with several years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Barista
Target/starbucks
10.2024 - 02.2025
- Prepared and served high-quality coffee beverages in fast-paced environment.
- Maintained cleanliness and organization of work area and equipment.
- Assisted customers with menu selections, providing personalized recommendations.
- Operated espresso machines and grinders, ensuring optimal performance.
- Handled cash register transactions accurately and efficiently.
- Collaborated with team members to improve service speed and quality.
- Trained new staff on best practices for beverage preparation and customer service.
Website Customer Support
USAA Bank
07.2022 - 08.2024
- Responded promptly to all incoming customer inquiries within a timely manner.
- Developed best practices for providing quality customer service while meeting productivity goals.
- Utilized various tools such as knowledge base systems to quickly address common questions or issues.
- Investigated and escalated complex customer problems to higher-level technicians when necessary.
- Resolved customer inquiries related to product features, pricing, and availability.
- Maintained up-to-date knowledge on company products and services offerings.
- Troubleshot customer technical issues over the phone and online.
- Provided technical assistance via email, telephone, or other communication methods.
- Created customer accounts, updated customer profiles, and maintained records of customer interactions.
- Performed remote troubleshooting sessions with customers.
- Identified areas where process improvements could be made in order to provide better customer service.
CNA
Meridian Senior Living
12.2019 - 05.2021
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
- Answered patient call lights promptly and responded to requests appropriately.
- Recognized signs, symptoms of abuse, neglect and reported them per policy.
- Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
- Monitored food intake and output as directed by nursing staff.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Provided emotional support to family members during difficult times.
Customer Service Representative
Wells Fargo
01.2018 - 01.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Customer Service Associate Cashier
Hannaford Supermarket
08.2018 - 11.2019
- Greeted customers upon arrival and assisted them with their inquiries.
- Addressed customer complaints in a timely manner while maintaining a professional attitude.
- Provided excellent customer service by responding promptly to inquiries and requests.
- Processed payments using cash registers and credit card machines.
- Promoted special offers and discounts throughout the store.
- Performed daily opening and closing duties such as counting money, balancing cash drawers, and organizing paperwork.
- Kept up-to-date on new products available in the store.
- Ensured all areas of the store were clean and organized at all times.
- Assisted other departments when needed during busy periods.
Contractor Care Specialist
Apex Systems Inc
11.2016 - 07.2018
- Resolved any problems encountered during the course of construction work.
- Reviewed and interpreted blueprints, specifications, and other technical documents to ensure accurate project execution.
- Kept clients informed about progress status updates throughout the entire process.
- Managed subcontractors throughout the duration of each project, ensuring tasks were completed in a timely manner.
Education
High School Diploma - undefined
Clover Hill High School
Midlothian, VA06.2016
Skills
- Customer Empathy
- Report Generation
- Service ticket tracking
- Service calls
- Documentation and reporting
- Customer needs assessment
- Appointment scheduling
- Scheduling paperwork
- Processing high energy paperwork
- Coordination
- Team development
- Origination
CUST
- Scheduled phone interview
- September 12, 11:00 AM
Certification
PCA certification
Timeline
Barista
Target/starbucks
10.2024 - 02.2025
Website Customer Support
USAA Bank
07.2022 - 08.2024
CNA
Meridian Senior Living
12.2019 - 05.2021
Customer Service Associate Cashier
Hannaford Supermarket
08.2018 - 11.2019
Customer Service Representative
Wells Fargo
01.2018 - 01.2021
Contractor Care Specialist
Apex Systems Inc
11.2016 - 07.2018
High School Diploma - undefined
Clover Hill High School