Gillian Summers
Palmdale,CA
Summary
Dynamic professional with a proven track record in complaint handling and staff management, notably at TTEC Government Solutions. Excelled in mentoring and training, enhancing team productivity significantly. Skilled in CRM software and performance tracking, adept at fostering positive client relationships and streamlining logistics. Achieved notable efficiency improvements and customer satisfaction rates.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
12
12
years of professional experience
Work History
Live Chat Support Specialist
TTEC Government Solutions
10.2022 - Current
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
Retail Store Manager/Dispatch Manager
Royal Apothecary
10.2020 - 10.2022
- Submitted orders for new inventory.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Managed store organization, maintenance, and purchasing functions.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Managed inventory control, cash control, and store opening and closing procedures.
- Directed dispatching, routing, and tracking of 4 fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Oversaw preventive maintenance and scheduled repairs to maximize vehicle and equipment performance.
- Recommended measures to improve production methods, equipment performance and team operation and productivity.
Table Games Supervisor
PT Gaming
02.2016 - 07.2020
- Oversaw area games to maintain security and compliance.
- Interacted with guests to promote positive atmosphere by greeting with friendly tone and wishing good luck.
- Watched closely to catch errors and notified surveillance of irregularities.
- Trained employees in procedures, compliance standards and strategies for accomplishing objectives.
- Monitored chips purchases, table inventories, and player win ratios.
- Efficiently managed accurate money transfers and protected transactions with standardized procedures.
- Established and maintained banks and table bet limits for each supervised game.
- Contacted security department to discuss potential or confirmed illegal activities and cheating.
- Developed and implemented a targeted training program to assess and enhance individual skill areas, ensuring personalized development and improved performance.
Administrative Assistant
AMC Defense Technologies
11.2012 - 09.2015
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Liaised between clients and vendors and maintained effective lines of communication.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Education
High School Diploma -
Bloomington High School
BloomingtonSkills
- Complaint handling
- Performance tracking
- CRM software
- Social media monitoring
- Decision-making skill
- Staff management
- Logistics activities and coordination
- Incident reporting
- Mentoring and training
- Route planning
- Overseeing security
- Resolving complaints
- Security management
- Supporting promotions
- Game rules
- Training employees
- Policy enforcement
Timeline
Live Chat Support Specialist
TTEC Government Solutions
10.2022 - Current
Retail Store Manager/Dispatch Manager
Royal Apothecary
10.2020 - 10.2022
Table Games Supervisor
PT Gaming
02.2016 - 07.2020
Administrative Assistant
AMC Defense Technologies
11.2012 - 09.2015
High School Diploma -
Bloomington High School
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