H.R. Downey
Centerville
Summary
Detail-oriented customer service representative with a strong background in problem resolution and de-escalation techniques. Experienced in managing customer inquiries and ensuring data accuracy, ready to drive improvements in service delivery and customer satisfaction.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Synchrony
CWC
09.2024 - Current
- Addressed customer inquiries across various communication channels, ensuring prompt responses and satisfaction.
- Facilitated processing of account changes and updates to ensure data accuracy in system records.
- Facilitated collaboration among team members to optimize service delivery processes.
- Provided expert support in troubleshooting technical challenges to enhance customer satisfaction with products and services.
- Conducted in-depth questioning to facilitate accurate documentation of billing and fraud disputes, ensuring thorough account management.
Front End Supervisor
Whole Foods Market Inc
Dayton, OH
05.2024 - 09.2024
- Supervised daily operations ensuring high standards of customer service and product quality.
- Trained and mentored team members on effective merchandising techniques and store policies.
- Implemented inventory management practices to optimize stock levels and reduce waste.
- Assisted in scheduling staff shifts to maintain adequate coverage during peak hours.
- Ensured compliance with company policies and local regulations through regular audits of cash registers, transaction records, and employee behaviors on duty.
- Resolved escalated customer complaints with diplomacy and professionalism, maintaining strong relationships with clientele.
Paratransit Bus Operator
Greater Dayton Regional Transit Authority
Dayton, OH
02.2021 - 09.2023
- Executed daily operations of paratransit buses, prioritizing safety and efficiency in transporting passengers with disabilities.
- Executed daily vehicle inspections, verifying compliance with established safety standards and regulatory requirements.
- Guided passengers during boarding and disembarking to enhance customer satisfaction and support.
- Engaged with dispatch teams to refine routing strategies, improving overall service delivery for riders.
- Engaged in proactive de-escalation of customer conflicts while liaising with law enforcement to maintain a secure environment.
Transit Ambassador
Greater Dayton Regional Transit Authority
Dayton, OH
04.2020 - 02.2021
- Guided customers through transit options and schedules to enhance travel efficiency and satisfaction.
- Engaged with community organizations to promote a unified approach in tackling transit-related concerns and improving service delivery.
- Facilitated support for passengers with special needs, ensuring comfort and accessibility during travel.
- Implemented customer service strategies that contributed to higher public transportation usage and rider retention.
- Assisted passengers in distress by implementing emergency protocols and offering timely aid in accordance with safety guidelines.
- Addressed and resolved customer inquiries and complaints with efficiency and precision.
- Implemented de-escalation strategies to address customer conflicts, ensuring ongoing partnership with local law enforcement.
Assistant Teacher
Jewish Federation of Greater Dayton
Dayton, OH
01.2017 - 02.2020
- Contributed to the design and implementation of lesson plans and curriculum aimed at increasing student engagement.
- Enhanced learning environment by fostering positivity and implementing behavior management techniques.
- Worked alongside lead teachers to analyze student performance and modify teaching approaches to enhance learning outcomes.
- Provided comprehensive support to new teaching assistants, focusing on best practices and innovative teaching strategies.
- Engaged with local law enforcement to ensure effective communication and support for community initiatives.
- Monitored and enforced state and federal regulations related to childcare to guarantee regulatory compliance.
Sales Associate
Old Navy, Gap
Dayton, OH
04.2013 - 05.2016
- Enhanced customer experience through personalized service and product recommendations.
- Managed inventory levels, ensuring optimal stock availability on the sales floor.
- Trained and mentored new associates, fostering a collaborative team environment.
- Implemented visual merchandising strategies to increase product visibility and appeal.
- Monitored adherence to loss prevention and fraud prevention policies, enhancing overall security measures.
- Facilitated communication and coordination with local law enforcement to address community concerns effectively.
Education
Master of Science - Humanities
Wright State University
Dayton, OH2017
Bachelor of Science - Mass Communication
Wright State University
Dayton, OH2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Prioritization
- De-escalation techniques
- Dispute resolution
- Research
Accomplishments
2026 GEAR Participant
Timeline
Customer Service Representative
Synchrony
09.2024 - Current
Front End Supervisor
Whole Foods Market Inc
05.2024 - 09.2024
Paratransit Bus Operator
Greater Dayton Regional Transit Authority
02.2021 - 09.2023
Transit Ambassador
Greater Dayton Regional Transit Authority
04.2020 - 02.2021
Assistant Teacher
Jewish Federation of Greater Dayton
01.2017 - 02.2020
Sales Associate
Old Navy, Gap
04.2013 - 05.2016
Master of Science - Humanities
Wright State University
Bachelor of Science - Mass Communication
Wright State University