Rose Scritchfield
Hillsides Market
Litchfield Park,AZ
Work Preference
Work Type
Part Time
Location Preference
On-Site
Location:
Litchfield Park, AZ, USLitchfield Park, AZ
Open to relocation:
No
Minimum Desired Compensation
$25/hr
Important To Me
Work from home optionWork-life balanceFlexible work hoursPaid time offHealthcare benefits4-day work week401k matchStock Options / Equity / Profit Sharing
57
Years of experience
Dynamic Customer Service Representative with a proven track record at Hillsides Market and American Airlines, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction through effective problem resolution and staff training, consistently exceeding performance metrics. Keenly adept at fostering a positive team environment, driving loyalty and repeat business.
Dynamic Customer Service Representative recognized for exceptional problem resolution and relationship-building skills. Committed to driving customer satisfaction and team success through effective training and support strategies.
Work History
Customer Service Representative
3 Years 2 Months- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Processed transactions accurately, maintaining cash register integrity and compliance.
- Assisted with inventory management, ensuring stock levels met customer demand.
- Implemented feedback mechanisms to improve service delivery and client engagement.
- Analyzed customer feedback data to identify trends and inform service enhancements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new team members on customer service protocols and operational procedures.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across the company.
- Resolved escalated customer issues, restoring confidence in the company's commitment to service excellence.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided prompt service to customers, ensuring their needs were prioritized. to prioritize customer needs.
- Trained team members in multiple roles to enhance operational flexibility. and provided backup support during peak operational times. for organizational leadership.
- Educated staff on operational procedures and company services to ensure consistency. operating procedures and company services.
- Implemented feedback mechanisms to gather customer insights, driving service improvements.
- Coordinated promotional events, engaging customers and boosting store traffic effectively.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Delivered prompt service to prioritize customer needs.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Passenger Service Supervisor
35 Years 10 Months- Supervised daily operations to ensure exceptional passenger service and adherence to safety protocols.
- Coordinated with team members to resolve passenger issues efficiently and effectively.
- Monitored performance metrics, implementing strategies to enhance service quality and operational efficiency.
- Trained and mentored new staff on customer service standards and operational procedures.
- Supervised ticketing, gate, and ramp services to facilitate efficient passenger boarding and departures.
- Labeled baggage and directed it to correct locations for timely loading and screening.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
- Managed large volumes of incoming and outgoing calls, accurately providing information to customers.
- Developed and implemented strategies to minimize customer wait times.
- Processed customer payments and enforced compliance with financial regulations.
- Processed information quickly to take immediate action during unexpected or serious situations.
- Maintained and completed administrative records and documents to meet company requirements.
- Upheld neat, clean and serviceable crew room and airport standby room to present pleasant atmosphere,
- Fostered partnerships and supportive relationships with local airport operations to facilitate corporate initiatives.
- Created, managed and delivered meaningful recognition and individual rewards to boost morale.
- Partnered with flight department to meet inflight and station operational obligations.
- Championed safety, customer experience and associate programs to foster well-being and achieve corporate compliance.
- Engaged flight attendants by creating and fostering personal relationships with crew members.
Education
Associate of Arts - Medical Technology
- Extracurricular Activities: [Activity]
Skills
Customer service
Complaint handling
Conflict resolution
Problem resolution
Escalation management
Customer satisfaction tracking
Active listening
Relationship building
Customer education
Transaction handling
Sales expertise
Customer satisfaction
Coordination
Data entry
Administrative support
Clerical support
Recordkeeping accuracy
Account management
Account updating
Follow-up skills
Scheduling
Staff training
Staff education and training
System implementation
Complaint resolution
Critical thinking
Recordkeeping strengths
Conflict management
Record preparation
Credit adjustments
Computer proficiency
Credit adjustments
Accomplishments
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
- Supervised team of 35 staff members.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Attained the highest number of new credit accounts opened within a one-month timeframe.
- Resolved product issue through consumer testing.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Promoted products and encouraged customers to upgrade their existing product plans.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
Interests
Outdoor Recreation
Offering time and support to shelters for the homeless
women
and animals.
Youth Development Programs
Getting involved in local advocacy groups to promote positive change in the community.
Reading
Hiking
Exploring famous landmarks
historical sites
and cultural attractions in a new destination.
Sharing travel tips
recommendations
and insights with fellow enthusiasts.
Volunteering for community initiatives to give back to local communities and make a positive impact.
Volunteering
Road Trips
Timeline
Customer Service Representative
Hillsides Market
02.2023 - 04.2026Read More
Passenger Service Supervisor
American Airlines
02.1969 - 12.2004Read More
College of Alameda
Associate of Arts from Medical Technology
Read More
American Airlines Employee of the Year
Recognized as outstanding Employee of the Year for overall customer satisfaction with numerous notations from customer surveys.
Notary for International Documents.
- Foreign travel documentation Notary.
- Full FBI Federal Investigation background clearance required to process and approve foreign client flights.