Lily Wagner
Saint Paul,MN
Summary
Dynamic customer service professional with extensive experience at Foss Swim School, excelling in conflict resolution and customer relations. Proven track record of enhancing customer satisfaction through effective problem resolution, active listening and securely processing invoices and financial transactions. Skilled in data entry, record and account keeping and office organization. Consistently recognized for exceeding performance metrics and problem Resolution as well as organizational skills and punctuality.
Overview
5
5
years of professional experience
Work History
Costumer Service Representative
Foss Swim School
Plymouth, MN
08.2025 - Current
- Assisted customers with inquiries, ensuring satisfaction and prompt resolution of issues.
- Managed scheduling for swim classes, optimizing availability and customer convenience.
- Provided accurate information on programs, enhancing customer knowledge and engagement.
- Handled cash transactions and maintained financial accuracy during daily operations.
- Collaborated with team members to improve service delivery and operational efficiency.
- Trained new staff on customer service protocols and school policies, fostering a supportive environment.
- Evaluated customer feedback to identify areas for improvement in service offerings.
- Implemented strategies to enhance the overall customer experience at the facility.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Administrative Support Specialist
Foss Swim School
Plymouth, MN
08.2025 - Current
- Managed scheduling for swim classes and staff to optimize operational efficiency.
- Provided administrative support through effective communication with parents and staff regarding class updates.
- Coordinated registration processes, ensuring accuracy in student data entry and management.
- Assisted in the development of training materials for new instructors, enhancing onboarding process efficiency.
- Streamlined office procedures, improving workflow and reducing processing time for inquiries and registrations.
- Maintained inventory of supplies, ensuring availability of necessary materials for daily operations.
- Implemented filing system upgrades, increasing document retrieval speed and organization efficiency.
- Supported event planning by organizing logistics for swim meets and community outreach activities.
- Boosted team productivity by organizing workflow, assigning tasks, and monitoring performance.
- Strengthened internal communication by managing correspondence, distributing information, and maintaining an updated contact database.
- Assisted in the onboarding process of new team members by providing training materials, coordinating schedules, and providing support during the transition period.
- Increased customer satisfaction by providing prompt and accurate information to inquiries.
- Upheld data security standards by managing sensitive information with discretion while adhering to privacy regulations.
Swim Instructor
Foss Swim School
Plymouth, MN
02.2024 - Current
- Instructed swim techniques to diverse age groups, ensuring safety and comfort in aquatic environments.
- Developed personalized lesson plans to accommodate varying skill levels and learning styles.
- Monitored student progress, adapting instruction methods to enhance individual performance and confidence.
- Conducted safety drills, educating students on emergency protocols and water safety principles.
- Collaborated with team members to create a supportive learning atmosphere, fostering teamwork among students.
- Evaluated student skills through assessments, providing constructive feedback for continuous improvement.
- Organized and led group activities that promoted engagement and enjoyment in swimming practices.
- Maintained cleanliness and orderliness of pool facilities, ensuring compliance with health regulations and standards.
- Taught daily swim instruction to students varying in ages and skill levels.
- Maintained CPR, First Aid, and lifeguard certifications to ensure preparedness for emergency situations during lessons.
- Promoted a fun learning environment through engaging activities and games designed to reinforce essential swimming skills.
- Improved swimmer confidence by providing consistent positive reinforcement and constructive feedback on technique.
- Used teaching aids such as kickboards, diving rings, and fins correctly to teach students.
- Provided positive reinforcement and motivation to increase student confidence and performance.
- Took notes strengths and weaknesses of each child in class to track progress.
- Addressed behavioral issues promptly using a fair and consistent approach, fostering a respectful learning environment for all participants.
- Planned classes covering different ages and skill levels to prepare students for basic and advanced swimming needs.
- Adapted teaching techniques to different learning styles.
Cashier/costumer Service Representative
Potbelly Sandwich Works
Maple Grove, MN
02.2023 - 11.2023
- Process customer transactions accurately using point-of-sale systems.
- Maintain clean and organized checkout area to enhance customer experience.
- Assist customers with product inquiries to improve satisfaction and sales.
- Handle cash and credit transactions efficiently, ensuring accuracy in processing.
- Collaborate with team members to streamline checkout procedures during peak hours.
Classroom Teacher's Aide
Creative Kids Academy Inc.
Maple Grove, MN
06.2022 - 09.2022
- Assisted lead teacher in classroom management and instructional support.
- Facilitated small group activities to enhance student engagement and learning outcomes.
- Prepared educational materials and resources for daily lessons and activities.
- Monitored student progress, providing feedback to teachers on individual needs.
- Implemented behavior management strategies to promote a positive classroom environment.
- Contributed to a nurturing classroom atmosphere by establishing strong rapport with students, parents, and colleagues.
- Enhanced classroom efficiency by maintaining accurate records of student progress and attendance.
- Collaborated with fellow educators on interdisciplinary projects, fostering an integrated approach to learning.
- Managed classroom supplies inventory and ensured availability of necessary resources for effective teaching.
Order Filler
Len Busch Roses
Plymouth, MN
08.2021 - 04.2022
- Filled customer orders accurately and efficiently to meet daily production goals.
- Operated pallet jacks and forklifts for safe movement of products within warehouse.
- Maintained cleanliness and organization in work area to ensure safety compliance.
- Collaborated with team members to streamline order processing and reduce turnaround time.
- Assisted in inventory management by tracking stock levels and reporting discrepancies.
- Prepared shipments for delivery, ensuring all products were properly packed and labeled.
- Supported training of new hires on order fulfillment procedures and best practices.
- Facilitated smooth operations during peak periods, effectively handling increased workload without compromising quality or timeliness of deliveries.
- Demonstrated adaptability and flexibility in response to changing demands or priorities, effectively navigating challenges while maintaining a high level of productivity.
- Assisted in onboarding new employees, providing thorough training on order filling procedures and best practices.
- Improved order accuracy by meticulously reviewing and verifying customer information before processing.
- Streamlined order fulfillment process, implementing a prioritization system to ensure timely deliveries.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
Education
High School Diploma - Business Administration And Management
North Hennepin Community College
Minneapolis, MNSkills
Customer service
Active listening
Critical thinking
Data entry
Problem resolution
Customer relations
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Microsoft Excel
Payment processing
Professional telephone demeanor
Scheduling
Product knowledge
Paperwork processing
Appointment scheduling
Order processing
Documentation
Administrative support
Microsoft PowerPoint
Order fulfillment
Recordkeeping strengths
Account management
Spreadsheets
Stock management
Document control
POS systems expert
Information security
Accomplishments
Took on three new job position trainings within 2 quarters (6 months) while being a part time Swim Instructor, and maintained one of the highest teacher scores throughout the quarters of added trainings and assuming job positions within the FOSS Swim School company.
Additional Information
My highest quality is Empathy while I’m currently becoming more confident in my ability to choose discernment, within the workplace and outside of it.
My ability to learn and succeed at newly acquired skills quickly, only strengthens with failure and my ability to seek criticism and adjustment to my problem solving skills.
I frequently seek out perspective and better understanding of the task at hand and stronger solution to such.
Timeline
Costumer Service Representative
Foss Swim School
08.2025 - Current
Administrative Support Specialist
Foss Swim School
08.2025 - Current
Swim Instructor
Foss Swim School
02.2024 - Current
Cashier/costumer Service Representative
Potbelly Sandwich Works
02.2023 - 11.2023
Classroom Teacher's Aide
Creative Kids Academy Inc.
06.2022 - 09.2022
Order Filler
Len Busch Roses
08.2021 - 04.2022
High School Diploma - Business Administration And Management
North Hennepin Community College