Kathy Milsap
Odessa
Summary
Upbeat and friendly Customer Advocate with 5+ years of customer service experience. Talented multitasker with good prioritization, planning and conflict resolution skills. Flexible and attentive with passion for customer support.
Overview
5
5
years of professional experience
Work History
Customer Advocate
Safelite Auto Glass
03.2022 - 08.2024
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Collaborated with team members to ensure consistent high-quality service delivery across the organization.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and backed up other customer service managers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Documented customer concerns and inquiry resolutions in internal computer system.
Server
Chili's Restaurant
05.2019 - 01.2022
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Cultivated warm relationships with regular customers.
Education
Associate of Arts - Sociology
New Mexico Junior College
Hobbs, NM05.1989
Skills
- Upselling strategies
- Customer services
- Data entry skills
- Data Entry
- Inventory Control
- Inbound Call Management
- Documentation coordination
- Customer Service
- Problem-solving skills
- Time Management
- Attention to Detail
- Multitasking Abilities
- Calm and Professional Under Pressure
- Reliability
- Computer Skills
- Organizational Skills
- Teamwork skills
- Phone Etiquette
- Microsoft Office
- Task Prioritization
- Stress Tolerance
- Self Motivation
- Interpersonal Skills
- Account Reconciliation
- Resourcefulness
- MS Office
- Record-keeping
- Adaptability
- Professional telephone demeanor
- Sales and Upselling
- Medical terminology knowledge
- Order Processing
- Administrative and Office Support
Timeline
Customer Advocate
Safelite Auto Glass
03.2022 - 08.2024
Server
Chili's Restaurant
05.2019 - 01.2022
Associate of Arts - Sociology
New Mexico Junior College
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