- Volunteering for community initiatives to give back to local communities and make a positive impact
- Music - listening to it as well as playing it I play guitar, piano, clarinet, and sing
- Reading and writing
- Crafting and DIY Projects including crochet, painting, sketching and drawing; this helps improve my creativity and attention to detail
- Reconnecting to nature
OLIVIA STAFFORD
Peoria,IL
Summary
Dynamic and driven professional committed to continuous improvement and excellence in performance. Highly motivated, eager to embrace new challenges, with a strong work ethic, adaptability, and exceptional interpersonal skills. Proven ability to work effectively independently while quickly mastering new skills. Creative thinker dedicated to achieving outstanding results.
Overview
4
4
years of professional experience
Work History
Agent in Charge
Ivy Hall
12.2023 - Current
- As shift lead (Agent in Charge), I am responsible for the general flow of the sales floor and Budtender zoning. We assist the customers as required and answer questions from Budtenders as well as customers in regards to sales, product knowledge, and everyday store function. We ensure that every employee stays on their break schedule and delegate as needed when it comes to maximizing our productivity. For example, on days when store traffic is low asking a few Budtenders to work on their online education courses or tackling certain cleaning tasks. Another task for front of house is tracking hourly sales goals and supporting and encouraging Budtenders as they meet and exceed their goals.
- In back of house, we assist on intaking and systematically receiving deliveries in Sweed as well as METRC, as well as putting them away properly storing them in the vault according to IDFPR and ISP guidelines. We assist in audits monthly as required as well as completing inventory move-ups throughout the day to ensure customers are seeing on the menu what we have available in store so as to increase potential sales.
- AIC's in the morning are responsible for completing a daily petty cash count to ensure no discrepancies, which is recorded. We also lead morning inventory count to ensure there are no product discrepancies. This is followed with an email to communicate the status with corporate. In the evenings, AIC's delegate closing tasks to Budtenders as well as complete a daily deposit with record keeping. They verify closing tasks are completed by the Budtenders while completing their own and then ensure everything is locked up and armed for the evening.
- I began as a full time Budtender and was promoted within a year. Customers continuously provide feedback that the product recommendations I make assist in pain relief, insomnia, and more. In 2024, I was invited to the Seed Talent hosted "Budtender's Choice Awards" as a result of completing my own online training through the program. It's been extremely rewarding building community connections and seeing people happier the next time they visit our store. The training provided and experience over this time has garnered a growth in my professional development as well as personal.
Patient Service Representative
VillageMD
05.2023 - 11.2023
- Responsible for fielding inbound calls from patients or third parties requesting assistance or information. This was a remote role in which Representatives would be required to sign into multiple online systems and have a knowledge of how to use them effectively and quickly. Village Medical has multiple locations in multiple states and is a primary care facility. My role was a first point of contact, and I would often handle calls regarding requests for prescription refills, sending messages to the patient's provider, or referral information to other specialist providers. There was a very wide range of the kind of calls to be expected in a day, so I would have to transition very quickly from one topic to the next, high volume days being around 70 calls or more.
- Used critical thinking skills to determine level of urgency and cross check resources to ensure proper procedures are followed; I would often deal with Triage calls where patients would need to be transferred if we heard specific symptoms mentioned. Attended weekly meetings both in a team and one on one to keep up to date on all information that was often changing.
- Kept up with direct communication after initial cases are sent back, following up with outbound calls or other actions to therefore complete the interaction in the online database. This was also to ensure effectiveness of communication and assist patients with their requests.
Technical Support Representative
State Farm
03.2022 - 03.2023
- Handled customer service issues by providing guidance or escalating for advanced support, fielding typically over 40 calls per day.
- Served as first point of contact for incoming technical service calls and emails. Walked customers through phone hardware and software configurations to maximize service functionality. Demonstrated advanced product knowledge to solve customer issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools. Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements. Maintained up-to-date case documentation for future reference.
- Documented and tracked support tickets to ensure timely resolution of client concerns.
Education
High School Diploma -
Oregon High School
Oregon, IL05.2019
Skills
- Problem-solving skills
- Documenting information
- Ensuring customer satisfaction through service and care
- Critical thinking
- Polite communication skills
- Confident public speaking ability
- Strong work ethic
- POS system operation and Troubleshooting
- Staff training and development through motivational techniques
- Industry networking
- Cash handling expertise
- Discussing cannabis and providing individualized recommendations while maintaining confidentiality
Interests
Timeline
Agent in Charge
Ivy Hall
12.2023 - Current
Patient Service Representative
VillageMD
05.2023 - 11.2023
Technical Support Representative
State Farm
03.2022 - 03.2023
High School Diploma -
Oregon High School