GRACIE P
Wilmington,DE
Summary
Energetic Customer Service Representative with 20+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships and increasing customer engagement. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
32
32
years of professional experience
Work History
Office Administrator
Trinity Lutheran Church
06.2002 - Current
- Supervised staff of 3
- Scheduling, communicating, established logistics for church affairs with church staff
- Coordination of use of property, and scheduling of special events,
- Established Emergency procedures,
- Handle unexpected or difficult situations, conflict resolutions,
- Trained new employees on administrative procedures, company policies and performance standards
- Kept accounts and records current by actively pursuing error resolutions and independently correcting problems
- Kept detailed records of supplies and office equipment use to budget and make orders for new supplies
- Maintained open communication with customers to foster positive relations and provide updates on issues
- Organized, facilitated and participated in community service efforts
- Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity
- Produced high-quality communications for internal and external use
- Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions
- Scheduled conference rooms, prepared agendas and maintained calendars to prepare for meetings and events
- Edited documents to improve accuracy of language, flow and readability
- Interacted with customers by phone, email or in-person to provide information
- Reconciled account files and produced monthly reports
- Tracked office supplies and restocked low items to keep team members on-task and productive
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions
- Assisted with coordination and hosting of church events
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities
- Delivered clerical support by handling range of routine and special requirements
- Supported Pastor with proactive correspondence management, document coordination and customer relations
- Supported staff with proactive correspondence management, document coordination and customer relations
Customer Service Associate/Head Cashier
Walgreen, Union Street
05.2021 - 11.2021
- Delivered a distinctive and delightful customer experience
- Registered sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service
- Engaged customers and patients by greeting them and offering assistance with products and services
- Resolves customer issues and answers questions to ensure a positive customer experience
- Shared customer service best practices with all team members
- Provides customers with courteous, friendly, fast, and efficient service
- Recommends items for sale to customer suggested recommends trade-up and/or companion items
- Registers customer purchases on assigned cash register, collects cash and distributes change as requested; processes voids, returns, rain checks, refunds, and exchanges as needed
- Keeps counters and shelves clean and well merchandised, takes inventory, and maintains records
- Checks in and prices merchandise as required or as directed by store manager or communicated by shift leader
- Implements Company asset protection procedures to identify and minimize profit loss
- Ensured compliance with state and local laws regarding regulated products (e.g., alcoholic beverages and tobacco products)
- Constructs and maintains displays, including promotional, seasonal, super structures, and sale merchandise
- Completes resets and revisions as directed
- Assists with separation of food items (e.g., raw foods from pre-cooked) and product placement as specified by policies/procedures (e.g., raw and frozen meats on bottom shelves)
- For consumable items, assists in stock rotation, using the first in, first out method and restock outs
- Has working knowledge of store systems and store equipment
- Provides customer service in the photo area, including digital passport photo service, poster print and creative machine, suggestive sell of promotional photo products
- Assumes web pick-up responsibilities (monitors orders in Picture Care Plus, fills orders (pick items), delivers orders to customers as they arrive at store)
- Assists with exterior and interior maintenance by ensuring clean, neat, orderly store condition and appearance
- Complied with all company policies, procedures; maintains respectful relationships with coworkers
- Completed special assignments
Customer Service Representative
Block Advisors
01.2020 - 05.2021
- Greeted Clients in a personalized, friendly and inviting manner
- Dealt directly with customers either by telephone, electronically or face to face
- Obtained and evaluated all relevant information to handle service inquiries
- Organized workflow to meet client's time frames
- Scheduled appointments, gave information to callers
- Generated reports, handled multiple projects, and prepared and monitored invoices and expense reports
- Accepted and processed payments, balanced cash drawer, Corrected discrepancies and made necessary adjustments, Made night deposits
- Directed requests and unresolved issues to the designated resource
- Processed orders, forms, applications and requests
- Maintained Office cleanliness and organization of resources with team members
Customer Service Representative
Block Advisors
01.2019 - 04.2020
- Greeted Clients in a personalized, friendly and inviting manner
- Dealt directly with customers either by telephone, electronically or face to face
- Obtained and evaluated all relevant information to handle service inquiries
- Organized workflow to meet client's time frames
- Scheduled appointments, gave information to callers
- Generated reports, handled multiple projects, and prepared and monitored invoices and expense reports
- Accepted and processed payments, balanced cash drawer, Corrected discrepancies and made necessary adjustments, Made night deposits
- Directed requests and unresolved issues to the designated resource
- Processed orders, forms, applications and requests
- Maintained Office cleanliness and organization of resources with team members.
Fine Jewelry Clerical Macy's Wilmington De
03.2017 - 02.2018
- Utilized POS equipment, Item Inquiry and RF equipment
- Ensured that all shipping and receiving cargo and documents were completed accurately and in a timely fashion
- Interacted with each shipment, keeping inventory records, tracking shipments, and keeping detailed logs
- Reconciled deliveries, invoices and shipping documents
- Maintained and organized merchandise
- Maintained compliance with all company policies and procedures
- Performed various data entry duties to enter all orders into the computer system.
- Maintained excellent attendance record, consistently arriving to work on time
- Carried out day-to-day duties accurately and efficiently
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Proved successful working within tight deadlines and fast-paced atmosphere
- Conducted research, gathered information from multiple sources and presented results
- Received and processed stock into inventory management system
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Maintained energy and enthusiasm in fast-paced environment
- Demonstrated respect, friendliness and willingness to help wherever needed
- Improved operations through consistent hard work and dedication
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Identified issues, analyzed information and provided solutions to problems
- Delivered services to customer locations within specific timeframes
Career Development Specialist
Commonwealth of PA
03.1992 - 03.2002
- Planned, organized, and managed large caseloads to ensure timely eligibility determination and ongoing case management
- Analyzed public assistance applicant information to determine eligibility for benefits
- Gathered information via telephone, mail, or in person from clients applying for financial and other assistance
- Operated computer and imaging equipment to retrieve, attach or enter data into electronic case records
- Interacted with clients in situations or settings that may be stressful, including conducting group workshops
- Developed individual plans for self-sufficiency
- Aided clients in identifying and removing barriers to financial self-sufficiency
- Made referrals to appropriate services.
- Interpreted results of assessments for clients and developed career action plans based on assessment results
- Conducted research on future career outlook, trends and educational or skill requirements
- Networked with professionals in community and built relationships to establish resources and future job opportunities for clients
- Administered various career and personality assessments to clients to help determine career cluster and career interest matching
- Counseled clients on steps and options needed to realize career aspirations and goals
- Created training programs for clients on communication, presentation, interview, resume writing and networking skills
- Monitored current clients to gauge engagement of program and assess progress
- Attended community events to engage with local businesses and build referral network
- Enabled smooth transition for clients by providing follow-up and ongoing support after job placement
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations
- Instructed individuals in career development, job search and application strategies, resume writing and interview skills
- Encouraged clients to explore age-appropriate and career-related opportunities
- Provided alcohol and drug prevention programs and classes to teach students to handle conflicts without resorting to violence
- Conducted individual and group counseling sessions
- Planned and promoted career planning presentations, work experience programs and career workshops
- Identified cases of domestic abuse or other family problems and encouraged students or parents to seek additional assistance from mental health professionals
- Identified issues that hindered client's academic achievement
- Taught classes and presented self-help or information sessions on subjects related to education and career planning
- Oversaw career and job fairs to connect clients with area schools and employers
- Prepared students for later educational experiences by encouraging exploration of learning opportunities and perseverance through challenging tasks
- Reviewed transcripts to verify students met graduation or college entrance requirements and wrote letters of recommendation
- Collaborated with parents, school faculty and other social workers to address problems and grow client's success
- Delivered supportive and knowledgeable counseling to clients with academic or personal concerns
- Empowered clients through counseling and skill-building exercises
- Helped clients develop organizational, time management and study skills
- Collaborated with teachers and administrators in development, evaluation and revision of school programs and in preparation of master schedules for curriculum offerings
- Established workshops, resulting in placement of 30+ clients within one year
Education
High School Diploma -
Central Cabarrus High School
05.1968
Certificate Clerical and Office Management - undefined
OIC (Opportunities Industrialization Center
Skills
- Computer knowledge
- Professional
- Execute and prioritize multiple tasks
- Able to work independently
- Team player
- Flexible and adaptable to change
- Strong customer service skills
- Solid communication skills (including verbal, written, listening skills)
- Strong organizational, time management skill
- Experience with multiple line phone system
- Knowledge of office equipment
Timeline
Customer Service Associate/Head Cashier
Walgreen, Union Street
05.2021 - 11.2021
Customer Service Representative
Block Advisors
01.2020 - 05.2021
Customer Service Representative
Block Advisors
01.2019 - 04.2020
Fine Jewelry Clerical Macy's Wilmington De
03.2017 - 02.2018
Office Administrator
Trinity Lutheran Church
06.2002 - Current
Career Development Specialist
Commonwealth of PA
03.1992 - 03.2002
High School Diploma -
Central Cabarrus High School
Certificate Clerical and Office Management - undefined
OIC (Opportunities Industrialization Center
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