Mary Burghardt
Slippery Rock,Pennsylvania
Summary
Proven in enhancing customer satisfaction and retention at Giant Eagle, I leveraged empathy and data entry proficiency to mentor peers and resolve complaints efficiently. Achieved notable improvements in service delivery by mastering complaint handling and documentation, ensuring superior customer relations and operational excellence. Experienced Customer Care Advocate/Representative brings 15+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
11
11
years of professional experience
Work History
Customer Care Advocate
Giant Eagle
01.2022 - Current
- Mentored new hires by sharing knowledge and providing guidance, contributing to a more competent and cohesive team overall.
- Maintained high levels of customer retention with proactive outreach initiatives.
- Improved customer satisfaction by addressing and resolving complaints efficiently.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
- Participated in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.
- Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
Curbside Lead
Giant Eagle
03.2021 - 01.2022
- Ensured safety and quality control by double-checking orders before delivering them to customers'' vehicles.
- Communicated clearly with customers via phone or online chat regarding order details, substitutions or additional requests.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Balanced multiple tasks simultaneously while remaining focused on providing excellent customer service in a high-pressure environment.
- Collaborated with team members to ensure seamless communication and coordination of curbside orders.
- Utilized technology tools such as mobile apps or handheld devices for tracking orders, updating inventory, and handling payments.
- Served as an ambassador for the store brand by consistently delivering friendly, professional service that exceeded customers'' expectations.
- Consistently met deadlines and quality goals for accuracy and timeliness.
Curbside Shopper
Giant Eagle
01.2019 - 03.2021
- Communicated clearly with customers via phone or online chat regarding order details, substitutions or additional requests.
- Ensured safety and quality control by double-checking orders before delivering them to customers'' vehicles.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Balanced multiple tasks simultaneously while remaining focused on providing excellent customer service in a high-pressure environment.
Cashier
Cogo's
08.2013 - 12.2018
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Stocked, tagged and displayed merchandise as required.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
Education
No Degree - Early Childhood Education
Southwest Virginia Community College
Richlands, VA05.1995
Skills
- Active Learning
- Call center experience
- Data entry proficiency
- Complaint Handling
- Empathy Display
- Dispute Resolution
- Customer Service
- Inbound Customer Service
- Problem Resolution
- Customer Relations
- First Call resolution
- Data Entry
- Customer Relationship Management
- Documentation And Reporting
Additional Information
I am a Armry Veteran. I served from June of 1990-November of 1992. I was a Combat Medic during the first Gulf War.
Timeline
Customer Care Advocate
Giant Eagle
01.2022 - Current
Curbside Lead
Giant Eagle
03.2021 - 01.2022
Curbside Shopper
Giant Eagle
01.2019 - 03.2021
Cashier
Cogo's
08.2013 - 12.2018
No Degree - Early Childhood Education
Southwest Virginia Community College