Lani Gullion
Gurley,AL
Summary
Highly organized and motivated professional with extensive experience in administrative and clerical duties. Proven track record of providing excellent customer service and ensuring efficient operations.
Overview
16
16
years of professional experience
Work History
Shift Manager
McDonald's
Green Cove Springs, FL, US
02.2023 - 10.2023
- Trained and mentored new employees to maximize team performance.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Exercised composure under pressure and in escalated customer service scenarios.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Excelled in every store position and regularly backed up front-line staff.
Retail Sales Specialist
Apple
Glendale, AZ, US
08.2021 - 10.2022
- Delivered exceptional customer service experiences, resulting in positive reviews and referrals from satisfied clients.
- Resolved technical issues for customers, resulting in increased brand loyalty and repeat business.
- Boosted sales performance through the effective demonstration of product features and benefits.
- Exceeded expectations as an individual contributor within a competitive sales environment while simultaneously supporting team efforts towards shared goals.
- Handled high-pressure situations gracefully, addressing customer concerns promptly while maintaining a professional demeanor at all times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Relations Advocate
Verizon Wireless
Huntsville, AL, US
03.2015 - 07.2018
- Exceptional customer service skills, showcasing empathy, active listening, and critical thinking to resolve customer issues.
- Improved customer satisfaction by swiftly addressing and resolving escalated issues.
- Maintained accurate case records through diligent documentation, ensuring complete and up-to-date information was available for reference by colleagues or supervisors.
- Worked with multiple screens and programs to resolve customer issues.
- Consistently exceeded personal performance goals while contributing positively to overall team metrics.
- Mentored new Customer Escalation Specialists in company processes and escalation handling techniques, fostering a supportive work environment conducive to learning and growth.
Team Leader
U.S. Army National Guard
US
03.2008 - 09.2017
- Military police soldier, held secret clearance.
- Served two combat tours in Afghanistan where tasks and responsibilities varied;
- Maintained task office operations and handled all areas of mission readiness as a team leader.
- Updated radio communications between field units. Kept track of unit coordinates and routes at all times for personnel safety.
- Showed quick thinking, situational awareness, and attentiveness while conducting transportations between military posts.
- Responded quickly to emergencies while exercising sound judgment under pressure, mitigating potential risks to personnel and property.
- Provided security support for high-profile events, ensuring the safety of all attendees including high-ranking officials and dignitaries.
Education
Bachelor of Arts - Business Administration
Ashford University
05.2017
High School Diploma -
Carlton J. Kell High School
05.2009
Skills
- Call center experience
- Data entry proficiency
- Compliance awareness
- Customer focus
- Financial acumen
- Critical thinking
- Problem-solving
- Computer proficiency
Timeline
Shift Manager
McDonald's
02.2023 - 10.2023
Retail Sales Specialist
Apple
08.2021 - 10.2022
Customer Relations Advocate
Verizon Wireless
03.2015 - 07.2018
Team Leader
U.S. Army National Guard
03.2008 - 09.2017
Bachelor of Arts - Business Administration
Ashford University
High School Diploma -
Carlton J. Kell High School