Overview
Work History
Education
Skills
Timeline
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Irena Schneider

Melbourne,FL

Overview

6
6
years of professional experience

Work History

Customer Service Agent-Call Center

Percepta
10.2022 - 02.2024
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Addressed customer account discrepancies and concerns.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Assisted in training new hires, sharing best practices for effective customer service delivery.
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved accounting, service and delivery concerns.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided backup support for organizational leadership.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Assisted customers with appointments inquires.

Cleaner

Two Maids & A Mop
04.2019 - 02.2022
  • Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
  • Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
  • Removed trash, debris and other waste materials from premises.
  • Used time management and efficient cleaning methods to meet deadlines.
  • Cleaned and polished glass doors, mirrors and other surfaces to maintain professional appearance.
  • Handled equipment, chemicals, and materials properly and with caution.
  • Confirmed all cleaning tools and equipment were stored properly after use.
  • Provided assistance to other staff members with cleaning of difficult areas.
  • Organized and used industrial cleaning products following strict safety procedures.
  • Strengthened teamwork within the cleaning staff by actively communicating updates on tasks completed or pending work requirements.
  • Provided exceptional customer service by addressing inquiries, concerns, or requests from clients in a timely and satisfactory manner.
  • Increased cleaning efficiency with introduction of color-coded cloth system to prevent cross-contamination.
  • Adapted quickly to last-minute cleaning requests, ensuring that all areas were presentable for unexpected visits.
  • Supervised supplies in inventory and submitted reorder requests.

Breakfast Attendant

La Quinta
01.2018 - 04.2019
  • Operated kitchen equipment safely and efficiently, resulting in consistent quality of prepared foods.
  • Displayed strong attention to detail when setting up buffet stations or cleaning the dining area after service.
  • Maintained proper food handling procedures by following safety and sanitation guidelines diligently.
  • Adhered to hotel brand standards when preparing meals and maintaining the appearance of the dining area.
  • Handled high-pressure situations calmly while multitasking effectively during peak service times.
  • Prepared various breakfast dishes, resulting in a diverse and satisfying menu to cater to guest preferences.
  • Restocked serving dishes, utensils, and condiments as needed to ensure optimal availability for guests throughout breakfast service hours.
  • Managed time efficiently to complete all assigned tasks before the start of breakfast service each day.
  • Enhanced customer satisfaction by promptly and efficiently preparing breakfast items.
  • Assisted management with training new hires on proper food handling techniques and best practices for providing excellent guest experiences.
  • Monitored food inventory levels, minimizing waste and ensuring freshness of ingredients.
  • Collaborated with fellow team members to maintain smooth operations during busy breakfast hours.

Education

High School Diploma -

Palm Bay Academy High School
Melbourne, FL
05.2017

Skills

  • Customer Service
  • Problem Resolution
  • Call center experience
  • Empathetic and genuine
  • Customer Complaint Resolution
  • Customer Relations
  • File Management
  • Customer Relationship Management (CRM)
  • Microsoft Office Suite proficiency
  • Inbound Call Management
  • De-Escalation Techniques
  • Order Placement
  • Data Entry
  • Computer Proficiency
  • Scheduling
  • Staff Training
  • Money handling abilities
  • Microsoft PowerPoint

Timeline

Customer Service Agent-Call Center

Percepta
10.2022 - 02.2024

Cleaner

Two Maids & A Mop
04.2019 - 02.2022

Breakfast Attendant

La Quinta
01.2018 - 04.2019

High School Diploma -

Palm Bay Academy High School

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Irena Schneider