KellyAnn Mawhiney
Lockport,NY
Summary
Accommodating, Lead Customer Service Agent with in-depth knowledge of flight management protocols and modern ticketing booking procedures. Diplomatic and calm professional with 3 years of experience in airline industry. Commended for diffusing complaints and handling customer inquiries well. Consumer-focused Social Welfare Examiner with 5 years of experience. Recognized for extensive knowledge of community resources and alternative social services agencies. Proficient with state welfare services, policies and procedures. Strength in working with diverse populations.
Overview
21
21
years of professional experience
Work History
Employment Financial Planner
Erie County Government
Buffalo, NY
04.2019 - Current
- Partnered with local organizations to provide specialized financial planning support to diverse populations with unique needs.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Interviewed clients to determine current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance and other information needed to develop financial plan.
- Collaborated with other state program offices to provide applicants with additional supports to meet needs.
- Participated in judicial proceedings and meetings to report findings in determining application decision.
- Prepared budgets for program applicants to assist in determining needs and ongoing financial preparation.
Restaurant Server
Seneca Erie Gaming Corporation
Buffalo, NY
11.2018 - Current
- Achieved monthly sales goals by using successful strategies to promote specials, desserts and alcoholic beverages.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Stayed up-to-date on menu changes to offer current and accurate information and help customers select optimal meal choices based on individual preferences.
- Handled customer complaints in a courteous and timely manner while following company procedures.
Bartender
Sodexo Food Service
Buffalo, NY
08.2021 - 07.2022
- Managed and monitored inventory of various beverage items including liquor, beer, wine, and other supplies.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Assisted in setting up the banquet hall prior to events; arranged tables and chairs, set up buffet stations and decorated according to event specifications.
- Set up banquet bars, stocked all supplies and put together table arrangements for each event.
Lead Customer Service Agent/Station Trainer
Delta Airlines/Comair
Buffalo, NY
05.2003 - 09.2005
- Planned schedules and workflows based on expected customer demands.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
- Managed timely and effective replacement of damaged or missing products.
Education
Nursing Science/Social Science/Psychology
Trocaire College
Buffalo, NYSkills
- Financial planning
- Organization and Time management
- Flexible & Adaptable
- Excellent work ethic
- Remote Office Availability
- Client Relationship Building
- Positive and professional
- Exceptional customer service
- Teamwork and Collaboration
- Technical Documentation
Timeline
Bartender
Sodexo Food Service
08.2021 - 07.2022
Employment Financial Planner
Erie County Government
04.2019 - Current
Restaurant Server
Seneca Erie Gaming Corporation
11.2018 - Current
Lead Customer Service Agent/Station Trainer
Delta Airlines/Comair
05.2003 - 09.2005
Nursing Science/Social Science/Psychology
Trocaire College
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