Nancy Pine

• Adhered to safety standards while providing care in the home setting.
• Responded promptly to emergency situations in a calm manner.
• Planned nutritious meals and snacks according to dietary guidelines.
• Followed agency policies and procedures when delivering care.
• Performed light housekeeping tasks such as laundry, dusting and vacuuming.
• Transported clients to medical appointments or recreational activities.
• Ran errands for clients and drove to appointments to maintain wellness and support daily living needs.

• Assisted customers with product selection, sizing and styling.
• Processed transactions using a point-of-sale system.
• Processed returns, exchanges, and refunds in accordance with company policies.
• Maintained up-to-date knowledge of store merchandise and policies.
• Maintained cleanliness of store environment including floors, windows, displays.
• Greeted customers and provided exceptional customer service.
• Assisted teammates with sales-processing tasks to meet daily sales goals.
• Answered incoming telephone calls to provide store, products and services information.

• Coordinated office operations and maintained organized filing systems for efficient access.
• Managed scheduling and appointment bookings for staff and clients to optimize time management.
• Assisted in report preparation and documentation for training programs.
• Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
• Ensured efficient operation of office equipment such as printers, copiers and fax machines.
• Sorted and distributed incoming faxes, letters and emails for office distribution.
• Maintained office supplies inventory by checking stock to determine inventory level.
• Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
• Managed incoming calls while providing information or transferring callers to appropriate personnel.
• Greeted visitors and provided general information about the company.
• Provided administrative support to the executive team, including scheduling meetings and managing calendars.

• Assisted customers in selecting products based on needs and preferences.
• Maintained knowledge of current promotions and sales to inform customers.
• Processed transactions efficiently using point-of-sale systems.

• Seasonal position during Christmas 2008, 2009

and 2010

• Conducted performance evaluations to assess employee growth and engagement.
• Managed employee relations to foster a positive workplace environment.
• Ensured compliance with labor laws and company policies throughout the organization.
• Worked with Union Partners in conflict resolution sessions to address workplace issues effectively.
• Performed periodic audits of personnel files to ensure accuracy of data stored therein.
• Maintained a safe working environment in accordance with Occupational Safety and Health Administration standards.

• Administered company attendance

policies, provided counseling for

and implemented improvement

programs to aid employees in reaching

and maintaining satisfactory job attendance.

• Worked with Union partners to aid

employees meet and exceed job

expectations.

• Implemented and facilitated employee

disciplinary programs; up to and

including dismissals.

• Managed daily operations of call center to ensure smooth workflows.
• Oversaw staff scheduling to maintain optimal coverage and service levels.
• Analyzed call metrics to identify areas for process improvement and efficiency.
• Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
• Ensured compliance with relevant laws, regulations and policies related to customer service operations.
• Analyzed data collected from various sources to gain insights into operational trends.
• Advised senior managers on potential changes needed in order to optimize workflows.

• Provided coaching, guidance and feedback to team members on call handling techniques.
• Identified trends in customer inquiries and complaints, created solutions and implemented changes as needed.
• Conducted regular quality assurance checks of calls handled by team members.
• Created weekly and monthly performance plans for each team member.
• Organized team meetings and training sessions to ensure high standards of service delivery were maintained.
• Ensured that team members adhered to established policies and procedures.
• Delivered constructive call process feedback.
• Prepared reports on team performance, customer feedback, and operational metrics for senior management.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Led team meetings to update on goals, share best practices, and discuss improvements.
• Conducted regular performance reviews and provided constructive feedback to team members.
• Ensured compliance with company policies and regulatory requirements within the call center.

• Assisted customers with billing inquiries and service issues.
• Provided product information and service plans to customers.
• Managed customer accounts using internal software systems.
• Educated customers on new technologies and features available.
• Documented customer interactions in company databases accurately.
• Handled customer complaints with empathy and professionalism.
• Maintained accurate records of customer interactions and transactions.
• Identified opportunities to upsell additional products or services.
• Answered inbound customer calls, providing high-level customer service.
• Assisted customers with billing issues, including payment plans and account balance questions.
• Participated in training sessions on new products and services offered by the company.
• Ensured compliance with all applicable laws and regulations governing residential services.
• Adhered to established processes for handling confidential information.
• Explained the company's policies and procedures to customers as needed.
• Collected deposits or payments and arranged for adjusting bills and refunds as needed.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Managed scheduling and calendar coordination for multiple team members.
• Assisted in preparing documents and materials for meetings and training sessions.
• Handled incoming calls, emails, and correspondence efficiently.
• Organized office supplies and maintained inventory levels regularly.
• Coordinated travel arrangements and logistics for staff members effectively.
• Maintained filing systems to ensure easy access to important documents.
• Answered phone calls and emails to provide information, resulting in effective business correspondence.
• Handled confidential documents in an organized fashion according to established protocol.
• Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
• Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
• Provided administrative support to the executive team, including scheduling meetings and managing calendars.
• Ensured efficient operation of office equipment such as printers, copiers and fax machines.