Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Frances Redline

Kresgeville,PA

Summary

Hardworking and motivated individual with over 20 years of experience in the customer service industry. Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Overview

40
40
years of professional experience

Work History

Manager

Esp Wireless Inc/T-Mobile
Stroudsburg, PA
05.2016 - 12.2023
  • Initialize Customer accounts, explained and answered all concerns and expectations of customer accounts
  • Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
  • Provided leadership during times of organizational change or crisis situations.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Recruited and hired qualified candidates to fill open positions.
  • Minimized staff turnover through appropriate selection, orientation and training.
  • Monitored and completed weekly assessments of inventory
  • Coached, mentored and trained team members in order to improve their job performance.

Manager

Wireless One Stop/Verizon
Brodheadsville, PA
08.2010 - 04.2016
  • Developed and implemented operational policies and procedures to ensure efficient business operations.
  • Developed a comprehensive understanding of the features offered by various models of mobile phones and other cellular devices.
  • Assisted customers with selecting a cellular phone that best fit their needs.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
  • Provided accurate information about products, pricing, availability, product uses and services offered.
  • Organized merchandise displays to attract customers and promote sales.
  • Followed up with customers after purchase to ensure satisfaction levels were met.
  • Updated customer accounts in the system when necessary.
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
  • Established relationships with key clients, while maintaining existing customer base.

Manager

Cherrys Family Restaurant
Kresgeville, PA
09.2005 - 08.2010
  • Reconciled Daily Activity of Sales
  • Supervised daily operations of the banquet and restaurant departments.
  • Resolved customer complaints promptly and professionally.
  • Organized special events such as banquets, weddings, business meetings.
  • Established relationships with local businesses in order to attract new clientele.
  • Collaborated with other department managers on projects related to catering services.
  • Organized and laid out buffet equipment, food displays and other items.
  • Hired and trained staff and new hires according to company policy and regulations.
  • Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Assisted staff by serving food and beverages or bussing tables.
  • Updated computer systems with new pricing and daily food specials.

Manager

Smugglers Cove Inn
Stroudsburg, PA
04.2005 - 09.2005
  • Supervised and trained staff in customer service, food handling, and safety protocols.
  • Resolved customer complaints in a professional manner to maintain positive relationships with guests.
  • Conducted weekly team meetings to discuss performance issues and provide feedback.
  • Assisted with kitchen preparation during peak times as needed.
  • Inspected dining room area regularly for cleanliness and adherence to safety standards.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Prepared employee schedules to maintain appropriate staffing levels during peak periods.
  • Updated computer systems with new pricing and daily food specials.
  • Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
  • Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.

Customer Service Manager

Waste Management Company
Pen Argyl, PA
08.2000 - 04.2005
  • Provided exceptional customer service to ensure customer satisfaction.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Monitored phone calls to provide feedback and coaching.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.

Waitress Supervisor

J&J Family Restaurant
Kresgeville, PA
09.1983 - 04.2000
  • Supervised waitstaff to ensure quality customer service and satisfaction.
  • Resolved customer complaints in a timely manner with professionalism.
  • Created daily shift schedules for waitstaff according to business needs.
  • Verified accuracy of orders before delivery by checking presentation of dishes against menu descriptions.
  • Performed opening and closing duties including setting up dining areas, restocking shelves, cleaning kitchen equipment.
  • Monitored cash register operations during shifts for accuracy of transactions.
  • Served high volume of tables at once and simultaneously supervised serving staff.
  • Dealt with customer issues for servers, consistently upholding professionalism and calmness to maintain customer satisfaction.
  • Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.

Sales Representative

K & S Jewlers
Brodheadsville, PA
08.1994 - 02.2000
  • Greeted customers in store and online, providing excellent customer service.
  • Provided detailed product information to customers and answered questions regarding jewelry pieces.
  • Processed sales transactions accurately and efficiently, including cash handling and credit card processing.
  • Suggested additional items that would coordinate well with purchase selections.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
  • Ticketed, arranged and displayed merchandise to promote sales.
  • Watched for and recognized security risks and thefts to prevent or handle situations.
  • Cleaned shelves, counters and tables to maintain organized store.

Education

High School Diploma -

Palmerton Area High School
Palmerton, PA
06.1983

Skills

  • Business Administration
  • Staff Management
  • Policy Implementation
  • Operations Management
  • Team Leadership
  • Schedule Preparation
  • Verbal and Written Communication

References

References available upon request.

Timeline

Manager

Esp Wireless Inc/T-Mobile
05.2016 - 12.2023

Manager

Wireless One Stop/Verizon
08.2010 - 04.2016

Manager

Cherrys Family Restaurant
09.2005 - 08.2010

Manager

Smugglers Cove Inn
04.2005 - 09.2005

Customer Service Manager

Waste Management Company
08.2000 - 04.2005

Sales Representative

K & S Jewlers
08.1994 - 02.2000

Waitress Supervisor

J&J Family Restaurant
09.1983 - 04.2000

High School Diploma -

Palmerton Area High School

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Frances Redline