Heather Dauphinee
Sevierville,TN
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
22
22
years of professional experience
Work History
Attractions Operator
Dollywood
Sevierville, TN
06.2020 - Current
- Resolved guest issues by identifying source of complaint and formulating corrective action with supervisor.
- Cleaned rides and attractions to reduce spread of germs and bacteria.
- Engaged safety devices and monitored attraction during operation to reduce safety risks.
- Followed posted height and age restrictions and denied access to attraction for guests under minimum requirements.
- Delivered information and details of interest about facility to visitors.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Shift Coordinator
Dollywood Theme Park
Pigeon Forge, TN
10.2019 - 06.2020
- Interpreted management directives, performed daily assignments and completed special projects.
- Delegated tasks to team members and assessed compliance.
- Monitored and improved performance of teams and individual employees.
- Verified quality of all work performed to meet demanding targets.
- Enforced company policies and regulations with employees.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Regulated pricing, inventory count and supply during shift hours.
- Accurately completed end-of-day financial tasks worth over "private amount" of cash and card transactions daily.
Merchandise Team Lead
Dollywood Theme Park
Pigeon Forge, TN
05.2019 - 10.2019
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Inspected merchandise for quality and arranged proper display location on floor.
- Updated pricing and signage to complete product displays and educate customers.
- Answered customer questions regarding store merchandise, department information and pricing.
- Assembled quarter and full-size point of purchase promotional displays.
- Worked with managers and advertising directors to optimize promotions.
- Ran markdown reports, managed store replenishment and analyzed buying reports.
- Anticipated consumer buying patterns to create purchase and inventory plan.
- Set and recommended mark-up rates, mark-down rates and selling prices for merchandise.
- Educated employees on new merchandise during seasonal workshops.
- Conferred with store managers to obtain information about customer needs and preferences.
Lyft Partner
Self-employed
Sevierville, TN
10.2017 - 05.2019
- Achieved high customer ratings on post-trip surveys for timeliness, vehicle cleanliness and customer service.
- Picked up riders at designated locations and greeted upon vehicle entry.
- Used GPS to determine fastest route to destinations in order to save riders money and maximize availability.
- Cleaned and sanitized rideshare vehicle to avoid germ and infection spread.
- Optimized profitable time by anticipating surge areas, targeting highly trafficked sectors and daisy-chaining rides.
Special Events Team Member
Dollywood Theme Park
Pigeon Forge, TN
09.2018 - 03.2019
- Utilized great communication and interpersonal skills when interacting with parties to promote smooth and efficient operations.
- Welcomed guests and directed each person to desired party, room or activity.
- Kept watchful eye on game room participants, monitoring compliance with safety protocols and stepping in to correct unsafe behaviors and protect fellow guests.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
Shift Lead
Taco Bell KFC
Longview, TX
02.2015 - 08.2015
- Completed store opening and closing procedures and balanced tills.
- Trained and mentored new employees to maximize team performance.
- Responded to and resolved customer questions and concerns.
Shift Leader
McDonald's Restaurant
Longview, TX
02.2014 - 02.2015
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
Inventory Control Specialist
RGIS Inventory Services
Brewer, ME
02.2011 - 05.2011
- Audited and corrected discrepancies in inventory numbers.
- Completed physical inventory counts each month.
- Recorded information, shortages and discrepancies to keep records current and accurate.
- Completed daily cycle counts to maintain accuracy of records.
- Completed [Timeframe] logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions.
Cashier - Baker - Floater
Sam's Club
Middletown, RI
08.2008 - 06.2009
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Maintained cash drawer of $[Amount] or more per shift.
Shipping Associate
Melaleuca - The Wellness
Knoxville, TN
06.2006 - 06.2008
- Packed and labeled boxes with maximum efficiency.
- Assisted staff in shipping processes such as proper handling and storage.
- Checked bills of lading, outgoing package paperwork and other documentation for accuracy.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Moved shipment materials to and from designated areas using lift and hand trucks.
- Sorted and delivered materials to different work areas and staff.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
Needle Line Operator
Foss Manufacturing Company
Hampton, NH
12.1998 - 06.2005
- Followed best manufacturing practices for operation of production equipment.
- Followed job order for product specifications, dimensions, tolerances and sequence of operations.
- Inspected finished products for quality and adherence to customer specifications.
- Reduced accidents and injuries by observing safety policies and procedures.
- Adjusted machine feed and speed to correct machine malfunctions.
- Checked inventory supply and stock bins to maintain proper stock levels.
- Read and interpreted documents to reach maximum productivity and achieve quality objectives.
- Calibrated and adjusted equipment to achieve quality production.
- Made sure that products were produced on time and are of good quality.
- Assembled [Type] products according to changing daily work orders and specific customer needs.
- Performed general equipment maintenance and repair to minimize downtime.
- Prepared reports and technical documentation of day-to-day production processes.
- Monitored employee actions for adherence to safety procedures.
- Tested products or subassemblies for functionality or quality and troubleshot problems with equipment, devices or products.
- Examined incoming materials and compared to documentation for accuracy and quality.
- Inspected products and machines to maintain quality and efficiency.
- Maintained organized work area by cleaning and removing hazards.
- Loaded and unloaded product on and off conveyor line by routinely lifting up to 1000 pounds.
Limousine Chauffeur
Ambassador Limousine Services
Salisbury, MA
08.1997 - 12.1999
- Maximized passenger satisfaction by keeping vehicles in safe and clean operating condition.
- Arrived on time to customer appointments.
- Waited for passengers at designated high-volume locations such as airports and popular nightlife spots.
- Upheld high standards of cleanliness, sanitation and service.
- Transported high-value clients with professionalism and discretion.
- Maintained vehicle cleanliness to maximize passenger satisfaction.
- Stored passenger luggage and personal items with care for safety and security.
- Calculated rides costs, received money and returned change.
- Checked in with dispatch to determine schedule and planned pickups.
- Operated party vehicles, buses, and town cars.
- Maintained excellent condition of vehicles through re-fueling, cleaning and repairing.
- Helped passengers with luggage, collected fares and politely answered questions.
- Observed city, street and highway driving regulations and took necessary driving precautions when transporting customers.
- Adhered to tight schedule and met departure and arrival deadlines.
- Protected riders with good driving habits, emergency first aid and discrete handling of special circumstances.
Housekeeping Attendant
Rosewood Inn At Rye
Rye, NH
06.1996 - 08.1997
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Responded to requests from patrons for linens and toiletries.
- Trained new employees on departmental procedures and provided assistance in finding cleaning supplies.
- Completed laundry services with special attention to care instructions for hand-washing and dry cleaning.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels and soap.
- Restocked room supplies such as facial tissues for personal touch with every job.
Cashier
Irving Oil Stores
Bangor, ME
02.1995 - 05.1996
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Collected and authorized payments of guests.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Checked identification for proof-of-age for alcohol and tobacco sales.
Cashier
Cowans Service Station
Brewer, ME
06.1993 - 05.1994
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Collected and authorized payments of guests.
- Maintained cash drawer of $[Amount] or more per shift.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Reviewed weekly sales ads and monitored price changes.
- Completed inventory counts and ordered merchandise.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Conducted inventory counts by adding each item in stock and documenting in [System].
Education
No Degree - Marketing And Distributive Education
United Technologies Center
Bangor MEHigh School Diploma -
Brewer High School
Brewer, ME06.1993
Skills
- Code inspections
- Emergency evacuation procedures
- Ride operations
- Ride set up
- Safety Procedures
- Customer assistance
- Safety compliance
- Flexible and Adaptable
Timeline
Attractions Operator
Dollywood
06.2020 - Current
Shift Coordinator
Dollywood Theme Park
10.2019 - 06.2020
Merchandise Team Lead
Dollywood Theme Park
05.2019 - 10.2019
Special Events Team Member
Dollywood Theme Park
09.2018 - 03.2019
Lyft Partner
Self-employed
10.2017 - 05.2019
Shift Lead
Taco Bell KFC
02.2015 - 08.2015
Shift Leader
McDonald's Restaurant
02.2014 - 02.2015
Inventory Control Specialist
RGIS Inventory Services
02.2011 - 05.2011
Cashier - Baker - Floater
Sam's Club
08.2008 - 06.2009
Shipping Associate
Melaleuca - The Wellness
06.2006 - 06.2008
Needle Line Operator
Foss Manufacturing Company
12.1998 - 06.2005
Limousine Chauffeur
Ambassador Limousine Services
08.1997 - 12.1999
Housekeeping Attendant
Rosewood Inn At Rye
06.1996 - 08.1997
Cashier
Irving Oil Stores
02.1995 - 05.1996
Cashier
Cowans Service Station
06.1993 - 05.1994
No Degree - Marketing And Distributive Education
United Technologies Center
High School Diploma -
Brewer High School