Marsha Brown
Chicago,IL
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
8
8
years of professional experience
Work History
Service Technician
Convene
04.2022 - Current
- Maintained an up-to-date knowledge of all menu items, ingredients and preparation methods.
- Conducted daily staff meetings to discuss work performance, customer service issues and operational concerns.
- Monitored dining room activity to ensure promptness of service, cleanliness of tables and overall guest satisfaction levels.
- Assisted kitchen staff with preparing meals during peak hours or when personnel shortages occurred.
- Added new menu options by consulting with talented chef to develop new recipes based on local, seasonal ingredients.
- Delegated work to staff, setting priorities and goals.
- Cleaned and sanitized kitchen equipment, utensils and work stations.
- Prepared workstations with ingredients and tools to increase efficiency.
- Ensured successful events by checking meeting rooms, networking information, and providing clear instructions to guests.
Elite APPRENTICE/Trainer
AT&T
03.2020 - 03.2022
- Collaborated with other trainers, employers, and instructors in order to provide quality training experiences for the apprentices.
- Supervised and trained up to twenty-five new agents per class during training session.
- Evaluated agents performance for the 60 day probationary training session.
- Connected with internal departments to ensure timely resolution of escalated cases.
- Conducted regular team meetings with agents to discuss issues or changes in policies and procedures.
- Provided needed verbiage and system navigation assistance to agents.
Customer Service Representative
AT&T
02.2018 - 01.2020
- Answered incoming customer inquiries regarding product and service information.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Keep comprehensive records of all conversations.
- Assisted customers with setting alterations appointments, shipping and special-order requests, and arranging merchandise pick up at other locations.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Provided technical support for troubleshooting software applications used by customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Barista
Starbucks
11.2015 - 01.2018
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Operated cash registers to process customer payments.
- Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
- Maintained calm demeanor during high-volume periods and special events.
Education
Western Illinois University
Macomb, ILBusiness Administration
Malcom X College
Chicago, ILSkills
- Exceptional Customer Service
- Highly flexible professional, able to work well with others in diverse and evolving work environments
- Proficient in all Microsoft programs
- Regulatory Compliance
- CRM Software
- Building Rapport amongst customers
Timeline
Service Technician
Convene
04.2022 - Current
Elite APPRENTICE/Trainer
AT&T
03.2020 - 03.2022
Customer Service Representative
AT&T
02.2018 - 01.2020
Barista
Starbucks
11.2015 - 01.2018
Western Illinois University
Business Administration
Malcom X College
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