Precious Twiggs
Greenville,NC
Summary
Results-driven professional with extensive experience in enhancing customer satisfaction and optimizing operations at Focus Services. Expertise in utilizing CRM software and leading diverse teams to exceed service goals. Proficient in social media management and call center operations, with a strong ability to resolve escalations efficiently. Aiming to leverage skills in a dynamic environment to drive exceptional customer experiences.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tier 1 Helpline
Frontline Group
Greenville, NC
07.2024 - Current
- Provided technical advice and guidance on best practices in home repair work following a disaster.
- Updated and maintained databases with current information.
- Utilized various software and tools to streamline processes and optimize performance.
- Completed day-to-day duties accurately and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Updated databases containing information about individuals who have applied for FEMA aid.
- Monitored progress of recovery projects funded by FEMA grants.
- Resolved customer service issues in a timely manner while maintaining a positive attitude.
- Greeted customers, answered general questions and directed to appropriate locations.
- Facilitated smooth workflow by communicating any delays or issues to appropriate personnel.
- Answered incoming calls in a timely manner and provided accurate information on products and services.
Representative
Premium Retail Services Inc
Greenville, NC
05.2024 - Current
- Conducted product demonstrations to explain details, highlight features and show use.
- Monitored competitor activities and shared insights with the marketing team.
- Provided exceptional customer service to enhance brand reputation.
- Tracked and reported on engagement metrics from promotional activities.
- Increased sales and brand awareness through face-to-face marketing.
- Utilized social media platforms to promote brand and interact with audience.
- Restocked shelves at retail locations with products to match planned demonstrations.
- Provided customer service support by responding to customer inquiries via email or phone call.
- Worked with employers to identify and stock optimum products.
- Conversed with customers to share information about products and services.
- Maintained a professional appearance and demeanor that reflects the brand's image.
- Implemented creative strategies to attract attention during public events.
- Promoted positive company image through superior customer service experiences.
- Represented brand at various trade shows and events, enhancing brand visibility.
- Recommended, selected and helped locate merchandise based on guest needs and desires.
- Used consultative sales techniques to uncover customer questions and needs.
- Organized and carried out promotional events, set up and tore down event sites and interacted with customers.
- Developed and optimized demonstrations to best connect with prospects and encourage sales.
- Worked promotional events for different products, persuading customers to purchase and documenting sales.
Area Lead
EATS2SEATS LLC
Greenville, NC
08.2022 - Current
- Managed operations of multiple beer portables in assigned zone.
- Provided support during peak periods, including pre-game and halftime rushes.
- Employed periodically throughout football season.
- Liaised between store personnel and corporate office staff on any changes or updates related to operations, products.
- Determined consumer needs to provide products and services appealing to larger market.
- Administered disciplinary action when necessary according to company policy guidelines.
- Assessed company operations for compliance with safety standards.
- Analyzed key performance indicators to identify effective strategies.
- Investigated customer complaints and resolved issues in a timely manner.
- Cultivated positive rapport with associates and team leadership.
- Evaluated employee performance and provided feedback in order to improve productivity.
- Identified needs of customers promptly and efficiently.
- Participated in weekly conference calls with corporate headquarters regarding operational matters.
- Maintained positive working relationship with fellow staff and management.
- Identified and developed top talent to promote performance-oriented culture.
- Analyzed sales data from past periods in order to plan for future growth opportunities.
- Trained new hires on company policies and procedures related to their job duties.
- Mentored team members by demonstrating best practices for sales and customer service.
Server
COCO's Restaurant
Greenville, NC
07.2022 - Current
- Managed customer interactions in a fast-paced environment.
- Managed accurate order-taking with strong recall.
- Delivered professional greetings to ensure positive customer experiences.
- Delivered exceptional service in a fast-paced bar environment.
- Prepared and assembled customer orders accurately.
- Ensured tables were reset for the next service.
- Handled payments efficiently.
- Maintained cleanliness of the restaurant and dining area.
- Prepared drinks according to standard recipes.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Filled condiments and napkin containers during slack periods.
- Addressed complaints to kitchen staff and served replacement items.
- Informed customers of daily specials and signature menu items.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Responded to ad hoc cleaning duties at end of shift.
- Implemented feedback from customers to improve service quality and menu offerings.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Set up tables in between patrons to reduce wait times.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Provided exceptional service to high volume of daily customers.
- Followed health safety guidelines when preparing and serving food products.
- Took orders from customers accurately and in a timely manner.
- Assisted in training new servers.
- Trained new employees to perform duties.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
Technical Support Operations Manager
Focus Services
Greenville, NC
04.2019 - 03.2023
- Rebranded organization from Cocentrix to establish a new corporate identity.
- Directed operational structure of several Coaches, ensuring effective guidance for teams ranging from 10 to 15 members.
- Ensured coaching and development for team members.
- Oversaw attendance patterns to support operational commitments during intervals.
- Delivered Tier 1 troubleshooting for Video, Voice, and Internet services to maintain customer satisfaction and achieve first-call resolution.
- Addressed non-technical issues while maximizing upsell and cross-sell opportunities.
- Planned delivery routing, team workflows, and promotional initiatives.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Implemented campaigns and promotions to help with developing goods and services.
- Presented performance and productivity reports to supervisors.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Collaborated with team leaders on quality audits.
- Assisted with customer requests and answered questions to improve satisfaction.
Server Lead
Red Lobster
Greenville, NC
08.2019 - 01.2021
- Advanced from server role to leadership position after one month.
- Oversee ongoing side work responsibilities during each shift.
- Verified completion of nightly side work and proper cleaning in the server section.
- Assisted in training new servers.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Delivered food orders promptly and courteously.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Followed health safety guidelines when preparing and serving food products.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Accurately recorded orders on cash register and point-of-sale system.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Stayed informed about daily specials, new menu items, promotions.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Managed household errands and other essential duties.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked effectively in team environments to make the workplace more productive.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Checked food before serving it to customers.
Sales Associate
J.C Penny
Greenville, NC
10.2017 - 05.2019
- Engaged in seasonal roles during 2017, 2018, and early 2019.
- Managed interactions effectively with an average of 30 clients each day.
- Engaged with customers via telephone to address inquiries.
- Addressed and managed all customer grievances to ensure satisfaction.
- Organized store by returning merchandise to proper areas and restocked displays.
- Helped customers find specific products, answered questions, and offered product advice.
- Ticketed, arranged and displayed merchandise to promote sales.
- Placed special orders or called other stores to find desired items.
- Adapted sales strategies based on customer interactions and feedback to improve results.
- Resolved return-related inquiries in a timely manner.
- Enhanced overall sales volume.
- Supervised stock levels.
- Replenished inventory to maintain optimal stock levels.
- Oversaw arrangement and categorization of fresh inventory.
- Attended weekly team meetings to review performance goals and objectives.
- Greeted customers and provided exceptional customer service.
- Collected payments and provided accurate change.
- Maintained up-to-date knowledge of store merchandise and policies.
- Developed trusting relationships with customers by making personal connections.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Organized stockroom shelves according to size, color or style.
- Recommended, selected and located merchandise based on customer desires.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Cleaned shelves, counters and tables to maintain organized store.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Maintained cleanliness of store environment including floors, windows, displays.
Customer Service Representative/Coach
Convergys
Greenville, NC
05.2017 - 09.2018
- Monitored and documented phone conversations in real-time.
- Coordinated repair visits for non-troubleshooting devices.
- Guided customers through troubleshooting procedures.
- Handled monetary exchanges while ensuring compliance with policies.
- Streamlined customer interactions by directing them to appropriate representatives.
- Executed updates to client accounts.
- Assumed responsibilities as a Coach starting January 2018.
- Sets priorities and supervises subordinates to complete assigned tasks.
- Supervised cross-functional team operations for day-to-day productivity in business services, technical assistance, and production processes.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Utilized various software and tools to streamline processes and optimize performance.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Associate of Arts - Associate's Degree
Wake Technical Community College
Durham, NC01-2026
High School Diploma -
South Central High School
Winterville, NC06-2016
Skills
- Follow-up skills
- CRM software
- Social media
- Returns handling
- Call center experience
- Escalation management
- Typing speed
- Leadership qualities
Certification
Food Handler Certification
References
References available upon request.
Timeline
Tier 1 Helpline
Frontline Group
07.2024 - Current
Representative
Premium Retail Services Inc
05.2024 - Current
Area Lead
EATS2SEATS LLC
08.2022 - Current
Server
COCO's Restaurant
07.2022 - Current
Server Lead
Red Lobster
08.2019 - 01.2021
Technical Support Operations Manager
Focus Services
04.2019 - 03.2023
Sales Associate
J.C Penny
10.2017 - 05.2019
Customer Service Representative/Coach
Convergys
05.2017 - 09.2018
Food Handler Certification
Associate of Arts - Associate's Degree
Wake Technical Community College
High School Diploma -
South Central High School
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