LEAH HANSEN
Spokane,WA
Summary
Highly motivated with a diverse background. Able to use the skills acquired in the service industry and transition to customer support as a supply specialist as well as support for sales in an administrative role. Very skilled multi-tasker and am able to remain calm and perform well under pressure. Experienced in conflict resolution and maintaining customer satisfaction.
Overview
14
14
years of professional experience
Work History
Supply Line Client Support
Pitney Bowes
Spokane, WA
10.2015 - 04.2023
- Directly responsible for identifying fraudulent order activity and protecting customer's accounts from further issues and being able to provide training to other agents to be able to identify and prevent further fraudulent activity
- Upholding return policies and processing returns and credits within systems when applicable and providing notes on accounts detailing reason and informing of any issues that may need to be addressed in conjunction with return/credit
- Responsible for daily order decline reports and releasing orders or contacting customers for alternate payment
- Identified multiple issues with web site and communicated with correct teams until issue could be resolved
- Identified reasons orders have not been released and finding correct resolution for orders to ship
- Maintained spreadsheet identifying returned orders that needed to be re-shipped and providing replacements when appropriate
- Defused volatile customer situations calmly and courteously
- Mastery of customer service management systems and databases
- Referred unresolved customer grievances to designated departments for further investigation
- Acted professionally and patiently when addressing negative customer feedback
- Addressed and resolved customer product complaints empathetically and professionally
- Accurately documented, researched and resolved customer service issues
- Effectively managed high-volume of inbound and outbound customer calls and chats.
- Assisted in training and coaching new hires
Catering Server/Bartender
Le Catering/Eat Good Group
Spokane, WA
08.2015 - Current
- Set up events including loading all necessary item into can and unloading at location
- Setting up bars with appropriate glassware and merchandise
- Guiding customers through offerings and answering any questions related to menu items
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Replenished condiments and other supplies at tables and service bars.
- Restocking supplies as needed during events
- Assisting kitchen when necessary to keep event running smoothly
- Boxing up any extra product for customer when necessary
Server/Cocktail server
The Globe, The Globe Bar
03.2015 - 09.2015
- Answered telephone calls and responded to inquiries
- Trained new employees
- Managed guest checks, collected cash and processed credit cards
- Presented menus to patrons and answered questions about menu items, making recommendations upon request
- Provided excellent customer service Consistently offered professional, friendly and engaging service
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards
- Displayed enthusiasm and knowledge about the restaurant's menu and products
- Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff members
- Diligently informed kitchen staff of customer concerns, recook orders and dish availability
- Routinely cleaned work areas, glassware and silverware throughout each shift
- Demonstrated genuine hospitality while greeting and establishing rapport with guests
- Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients
- Conducted inventory and restocked items throughout the day
- Relayed orders to bar and kitchen quickly and accurately
- Bussed tables, cleared, cleaned and set tables in a quiet and efficient manner
- Rectified guest complaints quickly and efficiently
- Extensive knowledge of various beer, wine and liquors.
Server
Maggie's South Hill Gril
04.2013 - 03.2015
- Assertively upsold alcoholic beverages, appetizers and desserts
- Rectified guest complaints quickly and efficiently
- Relayed orders to kitchen quickly and accurately
- Precisely described menu items and special offerings and appropriately identified wine pairings
- Conducted inventory and restocked items throughout the day
- Provided friendly and attentive service and exceptional hospitality
- Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients
- Routinely cleaned work areas, glassware and silverware throughout each shift
- Diligently informed kitchen staff of customer concerns, recook orders and dish availability
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards
- Skillfully promoted items on beverage lists and weekly restaurant specials
- Consistently offered professional, friendly and engaging service
- Answered telephone calls and responded to inquiries.
Member Services Representative
YMCA of the Inland Northwest
02.2012 - 04.2013
- Be informed about all YMCA programs and classes
- Explain programs and classes to members and potential members
- Know about all types of memberships
- Explain pricing to potential members including special promotions.
- File applicable membership paperwork accurately
Sales Associate
Ashley Furniture Homestore
Spokane, WA
03.2010 - 03.2011
- Negotiated prices, terms of sales and service agreements.
- Wrote sales contracts for orders obtained and submitted orders for processing.
- Recorded accurate and efficient records in the customer database.
- Attended monthly sales meetings and quarterly sales trainings.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Built relationships with customers and the community to promote long term business growth.
- Built relationships with customers to increase likelihood of repeat business.
- Engaged with customers in a sincere and friendly manner. Recommended merchandise to customers based on their needs and preferences.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Contacted other store locations to determine merchandise availability.
- Met and exceeded monthly and quarterly sales quotas
Education
High School Diploma -
Northwest Christian High School
Colbert, WA2000
Skills
- Proficient in Multiple Administrative Systems
- Organized
- Client Needs Assessment
- Customer Retention
- Deescalation
- Product Knowledge
- Verbal and Written Communication
- Multitasking
Timeline
Supply Line Client Support
Pitney Bowes
10.2015 - 04.2023
Catering Server/Bartender
Le Catering/Eat Good Group
08.2015 - Current
Server/Cocktail server
The Globe, The Globe Bar
03.2015 - 09.2015
Server
Maggie's South Hill Gril
04.2013 - 03.2015
Member Services Representative
YMCA of the Inland Northwest
02.2012 - 04.2013
Sales Associate
Ashley Furniture Homestore
03.2010 - 03.2011
High School Diploma -
Northwest Christian High School