Summary
Overview
Work History
Education
Skills
Timeline
Generic
Julie Finot

Julie Finot

Rockville,MD

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Motivated focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives.

Driven Customer Service Supervisor offers 10 + years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.

Overview

12
12
years of professional experience
2
2
Languages

Work History

Customer Service Manager

Skylight Renovations
Rockville, MD
01.2020 - Current
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Monitored staff performance to ensure adherence to customer expectations .
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Monitored phone calls to provide feedback and coaching.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Conducted research and reviewed findings to solve customer issues.
  • Organized client contracts, records and reports to strengthen traceability.
  • Audited customer account information to identify issues and develop solutions.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Assigned work and monitored performance of project personnel.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Analyzed business performance data and forecasted business results for upper management.

Nursing Assistant

Latvian Retirement Home
North Potomac, MD
01.2016 - 05.2022
  • Provided companionship to patients, monitored their emotional well-being, and offered reassurance when needed.
  • Assisted nurses and physicians with patient care, including bathing, dressing, transferring to beds and wheelchairs, and taking vital signs.
  • Collected specimens for laboratory testing such as urine samples and blood draws.
  • Prepared treatment rooms for examinations by stocking them with necessary supplies and ensuring that all equipment was in proper working order.
  • Performed basic nursing skills such as changing wound dressings and administering enemas.
  • Assisted patients with their activities of daily living, including eating, grooming, toileting, ambulation, and hygiene.
  • Demonstrated respect and regard for dignity of patients, families and fellow employees to promote professional, responsible and courteous environment.
  • Assessed vitals and noted medical information to report changes to nursing staff and physicians.
  • Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
  • Assisted patients with daily activities under nurse's supervision to provide essential care and emotional support.
  • Protected patient, self and others from injury during transfers, lifts and transports by using proper equipment and body mechanics.
  • Engaged with patient family and friends to provide courteous visit experience.
  • Answered signal lights, bells and requests-for-service to assist patient services fulfillment.
  • Completed daily room cleaning and organizing to provide patients with clean environment.
  • Documented nursing assessments, treatments and follow-up care to maintain patient safety and optimize workflow.
  • Reported environmental risks or equipment malfunctions to supervisor.
  • Managed supplies and restocked inventory to promote optimal availability for patient care.
  • Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
  • Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
  • Answered patient call signals and signal lights to determine patients' needs.
  • Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
  • Communicated with patients to determine feelings, need for assistance or social and emotional support.
  • Documented and reported observations of patient behavior, complaints or physical symptoms to nurses.
  • Planned and served meals and snacks to patients according to prescribed diets.
  • Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
  • Transported specimens, laboratory items or pharmacy items, verifying proper documentation and delivery to authorized personnel.
  • Exercised comatose and paralyzed patients to reduce delirium and improve physical function.

Crew Leader

Wendys International
Germantown , MD
04.2012 - 05.2017
  • Directed team of 10-15 crew members in daily operations and assigned tasks.
  • Monitored and evaluated performance of crew members, providing feedback and coaching as needed.
  • Trained new hires on job duties, safety protocols, and company policies.
  • Inspected equipment for proper operation before use by crew members.
  • Ensured compliance with all health and safety regulations.
  • Maintained accurate records of employee attendance, hours worked, vacation time.
  • Performed general maintenance on tools and equipment used by the crew.
  • Organized inventory of supplies necessary for job completion; ordered additional materials when needed.
  • Coordinated with other departments regarding scheduling conflicts between crews.
  • Investigated any accidents or incidents that occurred on the job site; implemented corrective actions where appropriate.
  • Analyzed data from completed jobs to identify areas for improvement in efficiency or quality.
  • Participated in hiring process for new employees; conducted interviews and reference checks as needed.
  • Mentored newly hired crew members to prepare each for job roles.
  • Established and maintained professional working relationships with employees.
  • Monitored task completion to meet company standards for performance.
  • Organized crew placement per job function when assigning work.
  • Inspected cleanliness, organization and safety of job sites after every shift.
  • Enforced safety mandates and OSHA restrictions with good leadership skills.
  • Suggested changes in working conditions and use of equipment to increase crew efficiency.
  • Observed safety protocols and manufacturer's instructions when using heavy machinery and equipment.
  • Gained independent working skills and guided and mentored less experienced team members.
  • Performed demanding physical work over extended periods and modeled positive attitude.
  • Loaded materials and tools into vehicles and unloaded upon arrival at jobsites.
  • Learned and mastered skilled trade specialties under guidance of expert mentors.

Education

Associate of Arts - Medical Assisting

Montgomery College
Rockville, MD
04-2009

Some College (No Degree) - Customer Service Management

Sistema Universitario Ana G Mendez - Universidad Del Este
Carolina, PR

Skills

  • Technical Support
  • Audit Support
  • Workflow Management
  • Handling Escalations
  • Call Center Operations
  • Report Preparation
  • Project Management
  • Customer Service
  • New Hire Training
  • Effective problem solver
  • Negotiation expert

Timeline

Customer Service Manager

Skylight Renovations
01.2020 - Current

Nursing Assistant

Latvian Retirement Home
01.2016 - 05.2022

Crew Leader

Wendys International
04.2012 - 05.2017

Associate of Arts - Medical Assisting

Montgomery College

Some College (No Degree) - Customer Service Management

Sistema Universitario Ana G Mendez - Universidad Del Este
Julie Finot