Lori Carter
Napa,CA
Summary
Polite and professional Call Center agent, who successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty
Overview
26
26
years of professional experience
Work History
Call Center Representative
Nakedwines.com
Napa, CA
11.2018 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Exceeded monthly performance metrics consistently, Managed up to 120 calls per day, contributing to the success of the call center operations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Outreach Coordinator/Wine Educator
CAPP Heritage Vineyards
Napa, CA
12.2016 - 01.2019
- Establish and maintain relationships with concierges and other tasting rooms through outreach promotion
- Provide knowledgeable and engaging wine tasting experience
- Responsible for opening and closing procedures, cash handling
- Encourage and complete retail sales of wine and gift items
- Wash, dry and buff all glasses
- Promote Wine Club memberships to guests and process club sign-ups
- Share the brand message and create vibrant experiences for all guests
- Provide guests with dining and Napa Valley Wine Country information
Bartender/Server
Napa Valley Bistro
Napa, CA
05.2014 - 03.2017
- Multi task of both bar station and floor station while also taking care of customer orders
- Maintain an organized and clean bar environment to local and government compliance standards
- Maintain a fully stocked bar, responsible for set up, break down and inventory
- Create mixed drinks including Soju cocktails
- Responsible for answering phones and processing to-go orders
- Knowledge of full menu and ingredients and provide food and beverage pairing recommendations
- Cash register audits, daily reconciliation
- Responsible for wine/liquor back stock
Bartender/Server
Ca’ Momi Enoteca
Napa, CA
06.2011 - 08.2012
- Maintain an organized and clean bar environment to local and government compliance standards
- Maintain a fully stocked bar, responsible for set up, break down and inventory
- Responsible for answering phones and processing to-go orders
- Knowledge of full menu and ingredients and provide food and beverage pairing recommendations
- Cash register audits, daily reconciliation
- Worked the 2011 Harvest
Teacher
Apple Garden-Private Waldorf Preschool
Napa, CA
08.2004 - 05.2011
- Prepare meals with children, bread making, tortillas, soup made with veggies from the school gardens
- Outside play and garden work
- Parent education nights
- Direct and create school festivals
- Write and lead a seasonally accurate curriculum that incorporates the seasons and celebrated holidays
Assistant Teacher
Stone Bridge School
Napa, CA
01.2010 - 01.2011
Server
Rutherford Grill
Rutherford, CA
03.2001 - 07.2003
- Greet and welcome guests upon arrival
- Place food orders, deliver food and beverages to guest tables, operate POS system and payments
- Assist with set up and break down of tables throughout the shift
- Assist guests with special dietary needs and physical accessibility needs
Server
Wine Train
Napa, CA
03.1999 - 07.2001
- Official liaison for guests embarking on a Grgich Hills Winery Experience
- Provide stellar service and serve food while in continual motion in a small confined space
Education
Early Childhood Development Certificate -
Rudolph Steiner College
Fair Oaks, CA06.2009
Skills
- Strong customer service/hospitality skills
- Ability to prioritize, organize, and multi task in fast paced environments
- Self motivated
- Dependable team player
- Experience with nonprofit events
- Community service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Complaint resolution
- Calm disposition
Timeline
Call Center Representative
Nakedwines.com
11.2018 - Current
Outreach Coordinator/Wine Educator
CAPP Heritage Vineyards
12.2016 - 01.2019
Bartender/Server
Napa Valley Bistro
05.2014 - 03.2017
Bartender/Server
Ca’ Momi Enoteca
06.2011 - 08.2012
Assistant Teacher
Stone Bridge School
01.2010 - 01.2011
Teacher
Apple Garden-Private Waldorf Preschool
08.2004 - 05.2011
Server
Rutherford Grill
03.2001 - 07.2003
Server
Wine Train
03.1999 - 07.2001
Early Childhood Development Certificate -
Rudolph Steiner College