Evonna Howard
New York,New York
Summary
Customer service professional with a strong background in call center, guest services, retail, and administrative support. Handles 200+ inquiries daily, resolves 95% of customer complaints on first contact, and maintains accurate records for 1,000+ service requests each month while supporting FMLA administration and consistent quality standards.
Overview
11
11
years of professional experience
Work History
311 Call Center Representative
Office of Technology Innovation
New York, New York
05.2024 - Current
- Responded to public inquiries via phone, assisting with non-emergency city services and overseeing FMLA leave administration, including request submissions, documentation forwarding, and policy guidance, while maintaining accurate records of inquiries, complaints, and service requests in relevant computer systems.
- Facilitated support for over 200 public inquiries daily, improving service quality and ensuring effective communication with the public.
- Resolved 95% of customer complaints on first contact.
- Maintained high-quality standards in customer interactions, achieving a 90% Quality Assurance score.
- Enhanced FMLA administration procedures to minimize processing time significantly.
- Executed data entry for service requests, ensuring accuracy for over 1,000 entries monthly to support operational efficiency.
Guest Service/Host
US Open
Queens, NY
08.2023 - 09.2026
- Assisted visitors with ticket questions, event schedules, and venue directions.
- Guided US Open guests through stadium entrances, seating areas, and fan zones.
- Resolved guest concerns with calm service during live match sessions.
- Coordinated with other departments within the hotel such as housekeeping, maintenance and food and beverage teams to ensure quality service delivery.
- Updated reservation system database regularly to reflect accurate information about availability of rooms or services.
- Responded to emergency situations according to established procedures.
Visual Merchandiser
J2 Retail Management
New York, NJ
03.2021 - 05.2024
- Crafted effective merchandising strategies to elevate visual appeal and engage customers through dynamic displays. Partnered with marketing to ensure in-store designs matched promotional campaigns, creating a cohesive brand experience. Analyzed sales reports to refine showroom merchandising and enhance product placement for optimal sales performance. Oversaw consistent assembly of impactful displays, ensuring brand integrity across multiple locations.
- Designed innovative display concepts that attracted customer attention and drove foot traffic
- Optimized product placements based on sales data analysis
- Ensured brand consistency across diverse store locations, reinforcing brand identity and customer recognition
- Partnered on promotional strategies that enhanced brand visibility and supported marketing initiatives
- Arranged mannequins to showcase seasonal apparel attractively, executed visual merchandising displays, maintained organized sales floors, and upheld brand standards across more than five Macy's locations for the Buffalo and Caterpillar brands.
Maitre D'
Rooftop Pier17
New York, New York
10.2023 - 01.2024
- Managed guest arrival flow at Rooftop Pier Seventeen dining entrance to ensure smooth seating.
- Organized restaurant reservations to streamline guest seating, table assignments, and walk-in seating to optimize host stand operations.
- Oversaw host stand activities during peak dining hours operations during busy evening service
- Greeted guests quickly and professionally, confirmed reservation details, and helped guide arrival and seating.
- Identified timing needs, celebrations, and relevant guest requests to inform managers and service team.
Retail Sales
Nordstrom Rack
11.2021 - 01.2023
- Achieved sales targets during peak seasons, contributing to overall revenue growth.
- Oversaw fitting room operations, ensuring optimal store presentation through systematic merchandise organization. Assisted customers during checkout and facilitated efficient order tracking for purchases. Boosted store profitability by achieving sales performance bonuses during key holiday seasons.
- Enhanced customer service during checkout by implementing streamlined procedures for faster transactions.
- Improved customer satisfaction in fitting rooms by optimizing access processes for quicker customer service.
Visitor Experience Associates (Team Lead)
The SHED
03.2019 - 11.2021
- Led visitor experience initiatives, addressing inquiries and concerns to uphold service excellence and ensure positive interactions. Conducted on-site evaluations and audits, leveraging customer feedback to boost quality assurance and operational efficiency. Collaborated with curators, artists, and composers, deepening exhibit knowledge to enhance guest assistance and engagement.
- Collaborated with artists to develop interactive elements, fostering deeper guest engagement.
- Resolved visitor inquiries, enhancing satisfaction and maintaining service excellence.
- Conducted on-site evaluations, identifying operational improvement areas to elevate visitor experience.
Distribution/Client Services (Pathologist Assistant)
Quest Diagnostics INC
01.2016 - 02.2019
- Coordinated cytology workflow, directing pathologists' tasks and reallocating employee duties. Handled client inquiries and resolved issues via phone and fax, maintaining precise distribution logs and tracking specimens. Coordinated assembly and dispatch of dermatological samples and reports for secure client delivery.
- Optimized dispatch processes for faster and more secure sample delivery. for secure, timely delivery of samples to clients.
- Boosted client satisfaction by addressing concerns promptly and effectively. through prompt resolution of inquiries and issues.
- Enhanced workflow efficiency by analyzing and optimizing processes. by 95% by optimizing pathologist task allocation.
- Maintained detailed documentation of all client grievances and information requests. Remove "of"
College Aid (Teachers Assistant)
CUNY City Tech
New York, NY
06.2015 - 12.2015
- Created supportive testing environments for diverse student groups, contributing to a more positive examination experience.
- Assisted in examination processes for diverse student groups by ensuring proper material distribution and adherence to testing protocols, which improved overall testing experience.
- Streamlined administrative tasks through effective document management, which simplified workflow and improved access to essential information.
Education
College Credits >100 - Political Science
SUNY Albany University
Albany, New York05-2015
High School Diploma -
ADVANCED REGENTS DIPOLMA, UASBYW
New York, NY06-2010
Skills
- Data Entry
- Reservation systems
- Customer Service
- Attention to detail
- Time Management
- Organizational Skills
- Multitasking Abilities
- Interpersonal Communication
- Effective communication
- Team collaboration
- Integrity and professionalism
- Adaptability to various roles
- Community Engagement
Personal Information
Title: Customer Service Representative
Accomplishments
- Provided timely assistance to 200+ public inquiries daily, achieving a 95% first-contact resolution rate.
- Streamlined FMLA processing, reducing administration time by 20% while maintaining accurate records for 1,000+ service requests monthly.
- Consistently exceeded retail sales targets during peak seasons, earning performance bonuses and driving revenue growth.
- Led visitor experience and team initiatives that improved customer satisfaction and operational efficiency through targeted audits and coaching.
- Optimized workflow and task allocation in clinical distribution, improving turnaround and ensuring secure, timely delivery of samples and reports.
Timeline
311 Call Center Representative
Office of Technology Innovation
05.2024 - Current
Maitre D'
Rooftop Pier17
10.2023 - 01.2024
Guest Service/Host
US Open
08.2023 - 09.2026
Retail Sales
Nordstrom Rack
11.2021 - 01.2023
Visual Merchandiser
J2 Retail Management
03.2021 - 05.2024
Visitor Experience Associates (Team Lead)
The SHED
03.2019 - 11.2021
Distribution/Client Services (Pathologist Assistant)
Quest Diagnostics INC
01.2016 - 02.2019
College Aid (Teachers Assistant)
CUNY City Tech
06.2015 - 12.2015
College Credits >100 - Political Science
SUNY Albany University
High School Diploma -
ADVANCED REGENTS DIPOLMA, UASBYW