Years of customer service in the public sector
Molly A. Buchanan
Journalism student
San Marcos,TX
Summary
Motivated individual with strong work ethic and working independently. Strong organizational and team collaboration skills with experience in improving processes.
Overview
20
20
4
4
years of post-secondary education
Work History
Full Time Student
Texas State University
01.2021 - 05.2025
- Followed school and classroom policies, regulations, dress codes, and schedules.
- Collaborated on group projects to complete professional deliverables.
- Enhanced classroom experience by utilizing multimedia presentations and interactive learning tools.
- Completed rigorous readings as directed to support unit learning goals.
- Brought new perspectives to classroom discussions with materials found during independent research.
- Utilized professor office hours to clarify topics needing elaboration.
- Championed a growth mindset culture within the classroom, inspiring students to embrace challenges and persevere through obstacles in pursuit of their academic goals.
Vehicle Inspector
Backlot Cars
02.2021 - 02.2023
- Prepared reports on vehicles' condition after inspection and submitted to supervisor.
- Conducted in-depth inspections of vehicles to identify damage, missing parts, and mechanical issues.
- Took photos of all damaged areas to include with repair reports.
- Contributed to company growth by maintaining strong relationships with clients, leading to increased repeat business and referrals.
- Cultivated trust between clients and the company by upholding a high degree of integrity when documenting findings upon completion of each inspection.
- Enhanced vehicle safety by conducting thorough inspections and identifying potential issues.
- Safeguarded customers from purchasing unreliable vehicles by identifying signs of previous damage or unreported accidents during pre-purchase inspections.
- Enhanced internal communication within the company by regularly sharing insights on common vehicle issues discovered during inspections, fostering a collaborative learning environment among colleagues.
Customer Service Representative Agent
Ashley's Furniture
10.2015 - 01.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Proactively identified opportunities to improve internal processes or suggest changes that would benefit the overall customer experience.
- Trained new hires on company policies and best practices, fostering a culture of exceptional service delivery.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed timely and effective replacement of damaged or missing products.
Auto Retail Management
Auto Zone Auto Parts
12.2012 - 10.2015
- Promoted a culture of continuous improvement within the organization by encouraging employees'' participation in ongoing learning opportunities outside of formal training sessions.
- Contributed to company growth by identifying skill gaps among employees and creating specialized training modules to address these areas of concern.
- Fostered a positive learning environment for trainees, leveraging motivational strategies and individualized feedback to maximize engagement.
- Led hands-on demonstrations of retail tools and technology, enabling employees to confidently apply new skills within their daily responsibilities.
- Ensured compliance with industry regulations through regular updates to training materials based on emerging trends and best practices.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
Restaurant Management
Taco Cabana
08.2008 - 06.2011
- Enhanced guest satisfaction by implementing innovative restaurant concepts and improving overall dining experience.
- Monitored guest feedback, proactively addressing concerns and implementing improvements to enhance customer satisfaction levels.
- Managed budget and financial reporting, consistently achieving targeted profit margins while maintaining exceptional service standards.
- Promoted a safe work environment by enforcing strict adherence to health code regulations and company safety guidelines.
- Cultivated a strong team culture through regular communication, fostering collaboration across all levels of the organization.
- Coordinated staff scheduling, ensuring optimal coverage during peak hours without compromising service quality or employee satisfaction.
- Set employee schedules, delegated work, and monitored food quality and service performance.
- Supervised daily activities of restaurant and 30 employees.
DPS Records Processor
Department of Public Safety
01.2000 - 07.2000
- Consistently met deadlines for record processing, demonstrating strong time management skills and dedication to task completion.
- Implemented new filing systems and organizational methods within the department, resulting in reduced retrieval times and increased overall efficiency during peak periods.
- Continuously updated knowledge of industry best practices by participating in ongoing professional development opportunities related to records management techniques and technologies.
- Worked closely with colleagues on special projects, utilizing excellent communication skills to ensure project success.
Customer Service Representative-call Center
Florida Power & Light Company
02.1996 - 03.1997
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
Bachelor of Science - Journalism & Mass Communication-minor in Sociology
Texas State University
San Marcos, TX 01.2021 - Current
Bachelor of Science - Journalism & Mass Communication
Huston-Tillotson University
Austin, TX12.2012
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Excellent Communication
- Critical Thinking
- Computer Skills
- Calm Under Pressure
- Active Listening
- Verbal Communication
Accomplishments
Customer service award 2015-2019
Customer service above and beyond award 2018
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Advanced (C1)
Software
Windows
Microsoft
Excel
Powerpoint
Tableau
Openrefine
Java
Meta data and Tables
Adobe
Clip champ
HTML
CSS
Web design
Quote
There’s no reality except the one contained within us. That’s why so many people live an unreal life. They take images outside them for reality and never allow the world within them to assert itself.
Hermann Hesse
Interests
The improvement of human existence
The creation of the imaginable into the tangible
Writing
Photography
Videography
Storytelling
Learning
Sociology
Theology
Work Preference
Work Type
InternshipFull TimeWork Location
RemoteHybridOn-SiteImportant To Me
Flexible work hoursWork from home optionWork-life balanceCompany CultureTimeline
Vehicle Inspector
Backlot Cars
02.2021 - 02.2023
Full Time Student
Texas State University
01.2021 - 05.2025
Bachelor of Science - Journalism & Mass Communication-minor in Sociology
Texas State University
01.2021 - Current
Customer Service Representative Agent
Ashley's Furniture
10.2015 - 01.2021
Auto Retail Management
Auto Zone Auto Parts
12.2012 - 10.2015
Restaurant Management
Taco Cabana
08.2008 - 06.2011
DPS Records Processor
Department of Public Safety
01.2000 - 07.2000
Customer Service Representative-call Center
Florida Power & Light Company
02.1996 - 03.1997
Bachelor of Science - Journalism & Mass Communication
Huston-Tillotson University
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