Gloria Ngetich
Reynoldsburg,OH
Summary
Proven track record in enhancing customer satisfaction and team productivity. Excelled in workload management and teamwork, significantly improving operational efficiency. Skilled in customer focus and maintaining professional composure under pressure, achieving high-quality standards in service and team leadership. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
2
2
Languages
6
6
years of professional experience
Work History
Shift Leader
Panera Bread
Reynoldsburg, OH
07.2023 - Current
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Led employee relations through effective communication, coaching, training, and development.
- Fostered a positive work environment, promoting teamwork and employee engagement initiatives.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
Front Desk Receptionist
Telecommunications Network Center OSU
Columbus, OH
01.2023 - 06.2023
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
Call Center Representative
JCPenney Call Center
Columbus, OH
03.2022 - 11.2022
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes, delivering exceptional customer support and maintaining professional composure to ensure a positive customer experience.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, leading to increased client loyalty.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Picker Packer
Amazon
Etna, OH
06.2021 - 12.2021
- Enhanced order accuracy by carefully picking and packing items per customer specifications.
- Consistently met daily quotas while maintaining high-quality standards in product handling during the picking process.
- Pulled orders efficiently to consistently meet demanding productivity goals.
- Scanned packages and boxes for shipment, ensuring accuracy during transfer to loading dock.
Crew Member
Panda Express
Whitehall, OH
05.2020 - 10.2021
- Trained and mentored team members on food safety standards and customer service protocols.
- Resolved customer complaints promptly, ensuring satisfaction and repeat business.
- Streamlined communication between kitchen and front-of-house teams to improve order accuracy and speed of service.
- Enhanced dining experience by maintaining a clean, inviting environment for customers.
- Supervised daily opening and closing tasks, ensuring proper setup and breakdown of the dining area and kitchen equipment.
Education
Bachelor of Arts - Psychology
The Ohio State University
Columbus, OH05-2026
High School Diploma -
Pickerington High School Central
Pickerington, OH05-2020
Skills
- Customer Focus
- Health and Safety Compliance
- Teamwork and Collaboration
- Attention to detail
- Conflict resolution
- Time management
- Effective communication
- Excellent communication
Languages
English
Native or Bilingual
Swahili
Native or Bilingual
Timeline
Shift Leader
Panera Bread
07.2023 - Current
Front Desk Receptionist
Telecommunications Network Center OSU
01.2023 - 06.2023
Call Center Representative
JCPenney Call Center
03.2022 - 11.2022
Picker Packer
Amazon
06.2021 - 12.2021
Crew Member
Panda Express
05.2020 - 10.2021
High School Diploma -
Pickerington High School Central
Bachelor of Arts - Psychology
The Ohio State University