NANCY BROWN
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
Work History
Customer Care Representative
Ihop of Apex
Apex
09.2007 - 05.2026
- Assisted customers with menu selections and special requests.
- Resolved customer complaints promptly and professionally.
- Processed orders accurately using point-of-sale system.
- Maintained cleanliness and organization of dining area.
- Collaborated with kitchen staff to ensure timely food delivery.
- Trained new team members on customer service protocols.
- Handled cash transactions and balanced cash register at shift end.
- Provided information about daily specials and promotions to guests.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Built sustainable relationships of trust through open communication with customers.
Education
Associate of Applied Science - Paralegal Studies
Kaplan University
Davenport, IA 05.2018 - 05.2020
Urbana High School
Urbana, ILSkills
- Customer relationship management
- Point-of-sale systems
- Order processing
- Conflict resolution
- Training and development
- Customer satisfaction
- Complaint handling
- Team collaboration
- Effective communication
- Problem solving
- Attention to detail
- Friendly service retention
- Cultural awareness
- Active listening
- Point-of-sale system
- Payment processing
- Multitasking and organization
- Empathy and patience
- Upselling techniques
- Relationship building
- Custom order management
- Adaptability
- POS systems expert
- Self motivation
Timeline
Associate of Applied Science - Paralegal Studies
Kaplan University
05.2018 - 05.2020
Customer Care Representative
Ihop of Apex
09.2007 - 05.2026
Urbana High School