Kelly Purcell
Mesa,AZ
Summary
Recaptured customer loyalty with expertise in de-escalating conflicts and building personalized solutions. Answered customer questions with friendly and knowledgeable approach. Protected customer and company information with strict use of established security procedures. Skilled Resolution Specialist with background in resolving complex customer issues efficiently. Strengths include strong problem-solving abilities, effective communication skills, and capacity to maintain high customer satisfaction rates. Notable impact made in previous roles includes improved customer retention through responsive service solutions and proactive conflict resolution strategies.
Overview
21
21
years of professional experience
Work History
Resolution Specialist
Mazda Financial Services
Chandler, AZ
09.2023 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assist customers with inquiries and complaints, providing timely resolution to customer issues.
- Assist team members with problem-solving, and provide knowledge to move forward with customer interaction.
- Working with leadership to provide support and assistance to team members.
- Working with dealers, area sales managers, and vendors for account resolution.
Customer Service Representative
Toyota Financial Services
Chandler, AZ
07.2019 - Current
- Recaptured customer loyalty with expertise in de-escalating conflicts and building personalized solutions
- Answered customer questions with friendly and knowledgeable approach
- Protected customer and company information with strict use of established security procedures
Server/Bartender/To-Go and Delivery Specialist/Certified Trainer
Olive Garden Italian Restaurant
Mesa, AZ
02.2018 - 07.2019
- Complete opening and closing checklists according to set standards as a To-go specialist and Bartender
- Check on all tables at appropriate intervals to refill drinks and respond to requests
- Supporting other areas of the restaurant in set up, cleanup, prep work and equipment maintenance
- Managing closing duties, including restocking items and reconciliation of the cash drawer
- Secured revenue by accurately monitoring cash intake and deposits to eliminate discrepancies
- Driving sales by effectively upselling products to customers
Restaurant Manager
SHARI'S CAFE AND PIES
Beaverton, OR
07.2004 - 12.2017
- Schedule and direct staff in daily work assignments to maximize productivity
- Continually monitor restaurant and take appropriate action to ensure food quality and service standards are consistently met
- Experienced in superior customer service Expert at multitasking and stress management
- Reviewed and approved billing invoices and expense reports Handled escalated customer complaints to provide full resolutions and promote loyalty
- Trained all front of house staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience
- Championed 100% guest satisfaction by providing excellent dining experience
- Trained workers in every position, including food preparation, money handling and cleaning roles
- Counseled and disciplined staff, addressing issues promptly and providing constructive feedback
Education
University of Phoenix
Phoenix, AZSkills
- Call management
- Transaction processing
- Account updating
- Documentation
- Complaint resolution
- Inbound call management
References
Available upon request
Timeline
Resolution Specialist
Mazda Financial Services
09.2023 - Current
Customer Service Representative
Toyota Financial Services
07.2019 - Current
Server/Bartender/To-Go and Delivery Specialist/Certified Trainer
Olive Garden Italian Restaurant
02.2018 - 07.2019
Restaurant Manager
SHARI'S CAFE AND PIES
07.2004 - 12.2017
University of Phoenix
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