Mary Jane Brown
Cumberland,MD
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
ContinuumGlobal
Frostburg, MD
08.2021 - 03.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected payments.
Bartender
Moose Lodge #721
Wily Ford, WV
07.2019 - 03.2021
- Kept bar presentable and well-stocked to meet customer needs.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Set up bar for operation, obtained cash bank and stocked service bar.
- Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
- Polished glassware, bussed tables and removed debris to keep customer areas clean.
Correctional Officer Sergeant
Western Maryland Correctional Facility
Cumberland, MD
06.2006 - 09.2018
- Completed daily work report sheets and delegated tasks to employees.
- Handled inmate counts and searches for missing inmates.
- Supervised dining hall, outdoor recreation area, vocational shop and inmate housing unit.
- Verified all prison visitors carried proper identification and had no contraband before entering institution.
- Oversaw control center, monitoring inmates, visitors and employees for signs of suspicious behavior.
- Checked all book in and discharges, making sure all charges have paperwork and all discharges have orders of discharge.
- Inspected housing cells and directed teams completing in-depth searches for contraband or damage.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Cultivated and maintained climate of mutual respect with freedom from harassment and intimidation, to provide safe environment for staff and offenders.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked flexible hours; night, weekend, and holiday shifts.
Education
High School Diploma -
Turtle Creek High School
Turtle Creek, PA05.1971
Skills
- Call Documentation
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Responding to Difficult Customers
- Data Entry and Maintenance
- Active Listening
- Microsoft SharePoint
- Microsoft Office
- Credit Card Payment Processing
- Inbound and Outbound Calling
Timeline
Customer Service Representative
ContinuumGlobal
08.2021 - 03.2022
Bartender
Moose Lodge #721
07.2019 - 03.2021
Correctional Officer Sergeant
Western Maryland Correctional Facility
06.2006 - 09.2018
High School Diploma -
Turtle Creek High School
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