Denna Castlebury
Macomb,IL
Summary
Adept at multitasking and conflict resolution, enhanced customer satisfaction and fostered repeat business at Dick Sporting Goods through exceptional customer service and strong team collaboration. Demonstrated ability to remain composed under pressure and attentiveness to detail, significantly improving service standards and operational efficiency.
Overview
6
6
years of professional experience
Work History
Waitress
KD's Coop
08.2018 - Current
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
Customer Service Specialist
Dick Sporting Goods
08.2020 - 05.2023
- Handled escalated calls calmly, finding resolutions that satisfied both company and customer''s needs.
- Managed high call volume while maintaining courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Responded proactively and positively to rapid change.
- Handled escalated calls calmly, finding resolutions that satisfied both company and customer''s needs.
Education
Bachelor of Science - Forensic Psychology
Western Illinois University
Macomb, IL05-2026
Bachelor of Science - Law Enforcement And Justice Administration
Western Illinois University
Macomb, IL05-2026
Skills
- Attention to Detail
- Cool Under Pressure
- Customer Service
- Strong multitasking
- Performance Improvement
- Service prioritization
- Team Collaboration
- Conflict and Complaint Resolution
Accomplishments
Pageant titleholder: Miss Macomb's Outstanding Teen (2019)
1st runner-up: Miss Hancock County Fair Queen Pageant (2024)
1st runner-up: Miss Quincy's Outstanding Teen (2019)
Miss Congeniality: Miss Macomb's Outstanding Teen (2019)
Affiliations
- American Foundation for Suicide Prevention (volunteer)
- Miss Quincy: Miss America pageants (volunteer)
- WIU Crisis Hotline (volunteer)
Education
Macomb, IL
Timeline
Customer Service Specialist
Dick Sporting Goods
08.2020 - 05.2023
Waitress
KD's Coop
08.2018 - Current
Bachelor of Science - Forensic Psychology
Western Illinois University
Bachelor of Science - Law Enforcement And Justice Administration
Western Illinois University
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