RACHEL PHILLIPS
Summary
Friendly and personable team player gifted in helping participants of all skill levels enjoy and engage in activities. Effective in keeping everyone safe and events fun for all involved. Approached each day and unique challenges with enthusiasm, patience and humor. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Excellent communication and interpersonal skills. Typing speed of 40 wpm. Consistent exemplary individual and team reviews. Proven experience providing customer support in busy call center environments. Ability to handle conflict situations for a win-win outcome. Proficient in utilizing PC, Microsoft software and other office equipment. Record-keeping. Playground monitoring.
Overview
13
13
years of professional experience
Work History
Småland Playground Monitor
IKEA
02.2023 - Current
- Acted as a liaison between clientele and various departments
- Successfully completed different phases of training consisting of different safety topics
- Assisted in daily supervision of groups of up to 24 children
- Prepared packages with materials for children to take home and enjoy at their leisure
- Assisted teachers in activity experiments
- Maintained order in the classroom and supported lead teacher in conflict solving
- Encouraged good behavior and engaged children to take part in classroom activities
- Instructed children in health habits
- Organized recreational activities
- Maintained good relationship with members of the staff and parents
- Educated members on IKEA products and services to best support their financial goals
- Teamwork and dedication to developing strong relationships with coworkers
- Latched safety gate after guests entered and exited to avoid unauthorized access to attraction area.
- Maximized customer service and satisfaction by providing directions to visitors regarding requested locations and events.
- Monitored guests and enforced rules, maintaining safety for visitors and staff.
- Trained new recreation attendants on safety procedures and customer service tactics.
Dog Caretaker
Puppy Power Dog Resort
10.2016 - 11.2022
- Served clients' dogs with a smile, belly rubs, and fun attitude
- Assisted in bathing, playing, and ensuring loving care to all dogs
- Replaced and restocked inventory as much as possible during available down time
- Ordered office supplies on a monthly basis
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
- Cared for sick or injured animals by seeking out veterinary care and notifying owners.
- Prepared food and water following instructions from pet owners.
- Gave animals proper attention to promote secure environment in owner's absence.
- Gave medication to pets following guidelines from owners.
- Exercised animals regularly with walks and rigorous play activities.
- Managed pet safety and wellness in owners' absence by securing yard gates and removing items that could make pets sick.
- Cleaned out and scooped litter trays and food and water bowls to provide clean environment for pets.
- Identified potential signs of aggression and anxiety in pets and took necessary steps to minimize any risks.
Member Service Representative
PenFed Credit Union
09.2020 - 10.2021
- Provided a Best-in-Class member experience in all member interactions
- Calmly researched, resolved, and de-escalated member questions or issues
- Acted as a liaison between members and various departments
- Successfully completed different phases of training consisting of different call topics
- Efficiently navigated multiple banking platforms via internet browsers and other software
- Updated member records and documented member calls
- Educated members on PenFed products and services to best support their financial goals
- Teamwork and dedication to developing strong relationships with coworkers
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Verified customer identification and documentation for compliant transactions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Educated customers about billing, payment processing and support policies and procedures.
Assistant Store Manager
Highland Music & Gifts Estes Park CO
09.2017 - 12.2019
- Made independent and insightful decisions keeping customer and company needs in mind
- Replaced and restocked inventory as much as possible during available down time
- Maintained and cleaned the work area
- Ordered office supplies on a monthly basis
- Received all incoming mail and delivered to correct supervisors
- Organized documents, filed new packages, submitted electronically into computer database
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Assistant Manager of Tourist Photography
Sombrero, Inc
05.2017 - 09.2019
- Directed and assisted in the taking and processing of photos
- Assisted clientele coming in to admire the photography
- Serviced the work area and kept everything needed stocked and prepared
- Teamwork and dedication to developing strong relationships with coworkers
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed strategy to increase sales and drive profits.
VOLT
03.2016 - 04.2017
- Received incoming calls and troubleshot according to client's desires along with maintaining all accounts brought forth
- Ensured all clientele were properly authenticated
- Submitted all appropriate measures to supervisors for peer review
- Assisted fellow coworkers by helping them to achieve goal metrics and critiquing with insight to positive change
- Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations
- Listened attentively, solving problems creatively, using tact and diplomacy to achieve win-win outcomes
- Demonstrated computer experience and technical troubleshooting acumen, as well as the ability to navigate through multiple systems at once with dual monitors
Hon Machi Sushi & Teppanyaki
06.2010 - 04.2016
- Processed incoming calls for orders, banquet reservations, and private parties
- Maintained expectations for arrivals by verifying reservations, logging patrons into the niche note system, and promptly seating guests in desired area after ascertaining whether it be a special occasion, corporate meeting, or regular visit
- Thoroughly oversaw all aspects of front of the house operations including; preparation for buyouts, custom menus for VIP guests and anniversary reservations
- Placed food inventory
- Took food orders by phone and in person, delivering all orders in a timely manner
- Maintained and cleaned the work area
Office Internship
Continental Land Resources, LLC.
05.2012 - 09.2012
- Directed all incoming calls to appropriate departments for review
- Ordered office supplies on a monthly basis
- Received all incoming mail and delivered to correct supervisors
- Organized documents, filed new packages, submitted electronically into computer database
- Sorted, organized, and maintained files.
- Distributed office supplies and files for staff.
- Maintained inventory, expedited orders and delivered materials to work stations.
- Handled incoming phone calls on high-volume, multi-line phone system.
- Supported various company departments by answering phones, faxing, copying packets and mailing correspondence.
- Completed clerical tasks such as filing, copying, and distributing mail.
Education
No Degree - Liberal Arts And Sciences
Northeast Lakeview Community College
San Antonio, TXDiploma -
Claudia Taylor “Ladybird” Johnson High School
San Antonio, TX2010
Skills
- Safety Rules Enforcement
- Ticket Taking
- Issue Resolution
- Customer Service
- Operational Procedures
- Client Support
- Hospitality and Accommodation
- Patron Satisfaction
- Product Knowledge
- Professional Relationships
- Behavior Management
Timeline
Småland Playground Monitor
IKEA
02.2023 - Current
Member Service Representative
PenFed Credit Union
09.2020 - 10.2021
Assistant Store Manager
Highland Music & Gifts Estes Park CO
09.2017 - 12.2019
Assistant Manager of Tourist Photography
Sombrero, Inc
05.2017 - 09.2019
Dog Caretaker
Puppy Power Dog Resort
10.2016 - 11.2022
VOLT
03.2016 - 04.2017
Office Internship
Continental Land Resources, LLC.
05.2012 - 09.2012
Hon Machi Sushi & Teppanyaki
06.2010 - 04.2016
No Degree - Liberal Arts And Sciences
Northeast Lakeview Community College
Diploma -
Claudia Taylor “Ladybird” Johnson High School
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