Paula Rankin
San Antonio,Texas
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients/customers. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and professional growth.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
HEB Grocery Store
03.2024 - Current
- Assist in unloading merchandise from baskets
- Package groceries; assist customers in transporting / unloading groceries to their vehicles
- Assist customers in locating merchandise
- Gather shopping carts or baskets and picks up trash inside and outside Store
- Maintain and stock bag areas
- Return products to proper locations
- Stock and stage bags; stock check stand supplies
- Perform red basket fill up / retrieval
- Maintain Store cleanliness and safety
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
Administrative Assistant
Ultrasat LLC
06.2022 - Current
- Providing administrative support to our sales management team, including scheduling meetings with partners and managing calendars
- Coordinating communications between CEO and management team with various business partners via email and phone contact
- Creating and maintaining spreadsheets in Microsoft Excel as well as Google Sheets for record-keeping and reporting
- Creating invoices to provide to various partners we work alongside.
- Entering orders and data into spreadsheets using Microsoft Excel and Google Docs
- Creating expense reports and tracking company profits
- Conducting research online utilizing engines such as Google
- Maintaining and upkeep of team members contact information
- Handling confidential documents in an organized fashion according to protocol
- Maintaining accurate customer records
- Managing digital files, monitoring spreadsheets and updating sales reports
- Creating travel arrangements for CEO and management team according to their requirements and completing expense reports for travel reimbursement
- Inventory and ordering supplies for office
- Tracking and submitting employee timesheets
- Preparing and processing payroll using HR platform Gusto
Customer Service Representative Phase II
San Antonio Water System
06.2021 - 03.2023
- Provided excellent customer service in a high-call volume setting
- Provided accurate information regarding utility services and rates to our local resident callers
- Promoted high customer satisfaction by resolving problems with knowledge and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Provided outstanding service to new and longstanding customers by attending closely to concerns and developing solutions
- De-escalated problematic customers concerns maintaining a calm and friendly demeanor
- Moving in, moving out and transferring utility services for customers in our local community seamlessly and efficiently
- Educated customers on utility rates and conservation tactics
- Assisted customers in setting up payment plans to bring their accounts current
- Consulted with customers to resolve any service or billing issues
- Adjusted bills and processed refunds accurately and efficiently
- Dispatched technical support to customers experiencing any emergency situations or in need of any repairs or replacements of equipment
- Maintained knowledge of guidelines and security practices
- Utilized company related software to prepare change of address records and requested letters of credit for customers moving to a different city
- Followed up on customer complaints or concerns to ensure that a resolution was established
- Referred unresolved grievances to designated departments for further investigation
- Improved knowledge on continuous basis to provide optimal service to the community
- Explained and thoroughly analyzed customers bills to clarify the billing process
- Maintained a professional relationship with all staff members
Green Apron
BJ's Restaurant & Brewhouse
04.2010 - 02.2023
- Greeted guest in a timely manner and informed them of daily specials
- Answered questions about menu items, ingredients and pricing
- Took orders for food and drinks efficiently and delivered them to the guest in a timely manner
- Suggestive upselling to increase company revenue
- Checked back with the guest throughout mean service to ensure satisfaction
- Replenished beverages when necessary
- Pre-bussed items no longer in use from the guests table
- Worked together with staff in delivering food and drinks to restaurant guests
- Served alcoholic beverages responsibly in accordance with state laws
- Demonstrated knowledge of food, beer, cocktail and wine selections
- Addressed concerns quickly to improve guest experience and escalated issues to management for resolutions when necessary
- Identified any dietary or special requests to correctly transmit orders
- Utilized POS system to relay orders to kitchen and bar staff
- Developed positive relationships with returning patrons through friendly conversation
- Maintained a clean work station by restocking supplies and wiping down common areas
- Adhered to all health codes set forth by local authorities regarding food preparation and storage
- Completed opening and closing duties to ensure smooth restaurant operations
- Trained new employees to perform duties
- Demonstrated proper methods of taking orders from guests accurately and efficiently
- Provided guidance to new waiters in learning the menu items, ingredients and pricing
- Reviewed servers' performance regularly by observing them interact with guest during meal services
- Participated in team meetings to discuss new menu items or changes in policy
Education
GED -
Del Rio High School
Del Rio, TX05.1997
Skills
- Customer Service
- Problem-solving abilities
- Active Listening and Critical Thinking
- Microsoft Word, Microsoft Excel, Google Docs, Google Sheets, and Windows 11
- QuickBooks and Gusto Payroll
- Data Entry, Typing and Writing Skills
- Time Management and Organizational Skills
- Communication Skills and Bilingual
- Employee Relations
- Food Service
Baking
I enjoy baking in my free time. I love baking from scratch and creating custom cakes and pastries.
Timeline
Customer Service Representative
HEB Grocery Store
03.2024 - Current
Administrative Assistant
Ultrasat LLC
06.2022 - Current
Customer Service Representative Phase II
San Antonio Water System
06.2021 - 03.2023
Green Apron
BJ's Restaurant & Brewhouse
04.2010 - 02.2023
GED -
Del Rio High School
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