Makenzie Gilcrease
Trinity
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Radius Global Solutions
03.2025 - Current
- 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.
- Developed and maintained call center policies and procedures in accordance with industry best practices and regulatory requirements.
- Managed daily operations of the call center, including scheduling, staffing, and workflow management to ensure optimal service levels.
Manager
Fertitta Hospitality LLC
07.2019 - 04.2024
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Tracked food production levels, meal counts, and supply costs.
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
Project Manager
National Glazing Solutions
09.2023 - 03.2024
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Receptionist Administrator
UMTB
08.2020 - 12.2020
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Acted as first point of contact and set appointments for prospective clients.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
Education
Bachelor of Science - Elementary Education
Lonestar Community College
Montgomery, TX12-2028
High School Diploma -
Lovelady High School
Lovelady TX05-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Microsoft Excel
- Client relations
- Professional telephone demeanor
- Scheduling
- Paperwork processing
- Administrative support
- Prioritization
Timeline
Customer Service Representative
Radius Global Solutions
03.2025 - Current
Project Manager
National Glazing Solutions
09.2023 - 03.2024
Receptionist Administrator
UMTB
08.2020 - 12.2020
Manager
Fertitta Hospitality LLC
07.2019 - 04.2024
Bachelor of Science - Elementary Education
Lonestar Community College
High School Diploma -
Lovelady High School
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