Patricia Coen
Kissimmee,FL
Summary
Experienced customer service and operations professional with account management, client relations, and team leadership strengths. Known for resolving issues, improving processes, and delivering high customer satisfaction across multi-state accounts.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Repersentaive
McLane Company
Kissimmee, FL
06.2024 - 09.2026
- Delivered exceptional customer service by addressing issues with expertise and a friendly demeanor.
- Assessed customer needs quickly to provide timely and relevant assistance.
- Supported customers by responding to inquiries and fulfilling requests to boost satisfaction.
- Managed daily operations to ensure seamless service delivery in a fast-paced environment.
- Utilized software tools to streamline processes and improve service delivery.
- Collaborated with diverse teams to achieve project goals and resolve product-related challenges.
- Proposed strategies that improved team collaboration and achieved project milestones.
- Account Manager for 7-Eleven, Family Dollar, Pilot, and Trader’s across four states.
- Performed in-depth research and analyzed data to aid strategic planning efforts.
Director of Operations
Kona Ice of Buena Ventura Lakes
Saint Cloud , FL
06.2020 - 12.2023
- Directed daily mobile operations for Kona Ice of Buena Ventura Lakes
- Developed and implemented operational strategies that enhanced service quality and customer satisfaction
- Coordinated staff schedules for events and service coverage to ensure optimal route management
- Managed inventory, supplies, and restocking for shaved ice units
- Oversaw equipment maintenance, cleaning, and readiness for operations
- Enforced food safety and sanitation standards across service locations
- Trained team members on service procedures and customer interactions
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Provided leadership and guidance to subordinate managers and supervisors.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Created training programs for new employees and existing staff members.
- Ensured compliance with applicable laws, regulations, industry standards.
- Assessed business procedures and restructured operations to streamline day-to-day activities
Customer Service Representative
Vacation Innovations
Orlando, Florida
04.2014 - 04.2020
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Education
High School Diploma -
Etiwanda High School
Etiwanda California06-1985
Some College (No Degree) - Public Investigation and Securities
Barclay College
San Bernardino, CASkills
- Account management
- Operations coordination
- Data analysis
- Client relations
- Problem-solving
- Conflict resolution
- Verbal communication
- Attention to detail
- Public speaking
- 30 years of Collections / FDCPA Trainer
- Friendly, positive attitude
Timeline
Senior Customer Service Repersentaive
McLane Company
06.2024 - 09.2026
Director of Operations
Kona Ice of Buena Ventura Lakes
06.2020 - 12.2023
Customer Service Representative
Vacation Innovations
04.2014 - 04.2020
High School Diploma -
Etiwanda High School
Some College (No Degree) - Public Investigation and Securities
Barclay College