Elaine case
Midlothian
Summary
Dedicated Service Desk Representative with proven conflict management and guest communication skills, enhancing customer satisfaction and loyalty.
Overview
16
16
years of professional experience
Work History
Service Desk Representative
Wegmans Supermarket
Midlothian, VA
02.2016 - Current
- Assisted customers with product selections, ensuring satisfaction and loyalty.
- Resolved customer inquiries efficiently via phone, email, and in-person communication.
- Trained new staff on best practices for customer interaction and issue resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
- Assisted with onboarding and training new Service Desk Representatives, sharing best practices and expert insights on company systems.
- Facilitated communication between users experiencing similar issues, fostering a collaborative problem-solving environment within the organization.
Teacher
Head Start Program
Pearisburg, VA
08.2011 - 06.2015
- Designed and implemented age-appropriate lesson plans to enhance student engagement and learning outcomes.
- Collaborated with families to support children's development and address individual needs effectively.
- Assessed student progress regularly, adjusting teaching strategies to ensure understanding and retention of material.
- Led classroom activities that promoted social skills, emotional growth, and cognitive development among students.
- Coordinated with community resources to provide additional support services for children and their families as needed.
Operations Manager
Best Buy
Richmond Va.
01.2010 - 02.2012
- Streamlined inventory management processes to enhance operational efficiency.
- Led cross-functional teams to implement process improvements and optimize workflows.
- Developed training programs for staff, enhancing team performance and productivity.
- Analyzed sales data to identify trends and drive inventory purchasing decisions.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Education
Associate of Science - Early Childhood Education
J. Sargent Reynolds Commminity College
Richmond, Va06-2015
Skills
- Empathy and patience
- Guest communication
- Guest complaint resolution
- Incident management
- Guest inquiry resolution
- Problem-solving skills
- Listening skills
- Credit and cash payments
- Cash handling
- Team building
- Conflict management
Timeline
Service Desk Representative
Wegmans Supermarket
02.2016 - Current
Teacher
Head Start Program
08.2011 - 06.2015
Operations Manager
Best Buy
01.2010 - 02.2012
Associate of Science - Early Childhood Education
J. Sargent Reynolds Commminity College