Octavia Garfield
Rochester,NY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative 3
Charter Communications, Spectrum
10.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Provide an overall effortless customer experience
Customer Service Lead
Tops Friendly Markets
09.2019 - Current
- Supervise front end
- Ensure overall customer satisfaction
- Direct customers to the correct location of products
- Cash out customers and properly bag their merchandise
Animal Care Assistant
Irondequoit Animal Hospital
06.2020 - 09.2021
- Collect patient vitals
- Go over pre-appointment's with client and gather history
- Restrain animals
- Draw up and determine which vaccinations are needed
- Schedule appointments, answer general questions, gather medications
Shift Supervisor
Wendys
12.2018 - 12.2019
- Assisted the general manager during assigned periods and trained over 5 new team members
- Performed store opening and closing procedures, including setting up registers and checking products
- Motivated team members to complete assigned tasks and perform at exceptional levels
- Resolved customer complaints and reported issues to senior management
- Provided management oversight to ensure all food safety procedures were properly being followed at all times
Customer Care Representative
Conduent
09.2018 - 12.2018
- Kept customer account information current and accurate by preparing, completing and processing forms and database changes
- Made customers top priority and employed active listening skills to understand needs and deliver first-rate service
Food Service Worker II
Highland Hospital
08.2017 - 08.2018
- Kept work areas, utensils and pans cleaned and sanitized
- Stored food in designated areas following wrapping, dating, food safety and rotation procedures
- Transported food trays to the proper patients by identifying their name and date of birth
- Educated guests on daily specials and menu offerings, enabling decisions on appetizers, entrees and desserts
- Prepared and maintained buffet and salad bar by checking temperatures, restocking food, removing dirty containers and monitoring potential avenues of contamination
Crew Member
Wendys
07.2015 - 08.2017
- Kept restaurant clean and ensured counters and tables were properly sanitized
- Followed all company safety standards, including food quality and sanitation procedures
- Excelled in customer service ensuring every customer left happy
Receptionist
Daemen College
09.2016 - 05.2017
- Supervised freshman dormitories to ensure all safety procedures were being followed
- Alert security of any suspicious behaviors
Education
Associate of Arts - Nursing
Monroe Community College
Bachelor of Science - Biochemistry
Daemen College
High School Diploma -
East Rochester High School
Associates in Applied Science -
Medaille College
10.2024
Skills
- Excellent customer service proficiency
- Supervisory experience
- Ability to train employees
- Technologically savvy
Accomplishments
- Charter Value award 11/23
- Q1 excellence award winner 2024
- Promoted to Rep 2 03/24
- Promoted to Rep 3 08/24
- Silver award winning Q2 2024
- Silver award winning Q3 2024
- Inducted into Grow with us program 10/24
Certification
- SafeServ Certified: Food Handler
- CPR/AED Certified (American Red Cross)
Timeline
Customer Service Representative 3
Charter Communications, Spectrum
10.2023 - Current
Animal Care Assistant
Irondequoit Animal Hospital
06.2020 - 09.2021
Customer Service Lead
Tops Friendly Markets
09.2019 - Current
Shift Supervisor
Wendys
12.2018 - 12.2019
Customer Care Representative
Conduent
09.2018 - 12.2018
Food Service Worker II
Highland Hospital
08.2017 - 08.2018
Receptionist
Daemen College
09.2016 - 05.2017
Crew Member
Wendys
07.2015 - 08.2017
Bachelor of Science - Biochemistry
Daemen College
High School Diploma -
East Rochester High School
Associates in Applied Science -
Medaille College
Associate of Arts - Nursing
Monroe Community College
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