Kimberly Paschal
Irving,TX
Summary
Educated Customer Service Lead with great coaching, documentation, and active listening skills. Proven history of maintaining professionalism and positivity in stressful situations.
Overview
18
18
years of professional experience
Work History
Customer Service Lead
Charter Communnications
Irving, Texas
11.2021 - Current
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Resolved escalated issues from team members or customers in an efficient manner.
- Handled customer inquiries and complaints in a professional manner.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Implemented company processes to effectively resolve customer service issues.
Optical Associate
Luxottica Group
Dallas, Texas
10.2017 - 11.2021
- Adhered to all safety standards while handling hazardous chemicals used for cleaning glasses.
- Calibrated lensometer equipment to ensure precise results when measuring lenses.
- Verified that all jobs were completed accurately before release from the lab.
- Trained new employees on proper operation of laboratory tools and machines.
- Inspected incoming raw materials for quality assurance purposes.
Assistant General Manager
Taco Bell Restaurant
Mesquite, TX
05.2016 - 10.2017
- Ensured compliance with all local health regulations related to food safety.
- Trained new employees on food preparation, cash handling, and customer service techniques.
- Resolved customer complaints in a timely manner while maintaining excellent customer relations.
- Monitored daily operations of the restaurant, including inventory control and ordering supplies.
- Managed team of 10-15 employees in fast-paced environment.
Department Manager
McDonald's Restaurant
Dallas, TX
03.2015 - 05.2016
- Trained new employees on food preparation, cash handling, and customer service techniques.
- Conducted regular performance reviews with staff members providing constructive feedback.
- Adhered to company policies and procedures while enforcing them among all employees.
- Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
Department Manager
McDonald's Restaurant
Muskegon, MI
03.2012 - 02.2015
- Trained new employees on food preparation, cash handling, and customer service techniques.
- Developed and implemented customer service standards for staff to follow.
- Managed team of 10-15 employees in fast-paced environment.
- Scheduled shifts for staff members based on weekly forecasts.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
Customer Service Representative
North Texas Tollway Authority
Plano, TX
01.2007 - 04.2011
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Attended regular training sessions on updates and changes within the industry or organization.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Education
Associate of Science - Criminal Justice
Everest College
Dallas, TXSkills
- Customer service excellence
- Customer Complaint Resolution
- Research and analysis
- Telephone Etiquette
- Team training and development
Timeline
Customer Service Lead
Charter Communnications
11.2021 - Current
Optical Associate
Luxottica Group
10.2017 - 11.2021
Assistant General Manager
Taco Bell Restaurant
05.2016 - 10.2017
Department Manager
McDonald's Restaurant
03.2015 - 05.2016
Department Manager
McDonald's Restaurant
03.2012 - 02.2015
Customer Service Representative
North Texas Tollway Authority
01.2007 - 04.2011
Associate of Science - Criminal Justice
Everest College
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