Summary
Overview
Work History
Education
Skills
Timeline
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Serena Miles

St. Marys, Ga,GA

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in f industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

14
14
years of professional experience

Work History

Customer Service Associate/Receptionist

Saraland Pet Grooming
Saraland, AL
08.2017 - 06.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Answered constant flow of customer calls with minimal wait times.
  • Developed and actualized customer service initiatives to decrease wait times
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Responded to customer calls and emails to answer questions about products and services
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Developed community reputation through commitment to customer satisfaction and strong client relationships
  • Executes excellent sales floor merchandising and selling
  • Offered basic technical support for clients on wide range of company products
  • Resolved concerns with products or services to help with retention and drive sales

Driver Helper

Fastenal
Moss Point, MS
08.2005 - 12.2009
  • Assisted driver with product or package deliveries to residential and commercial locations.
  • Displayed very good communication and customer service skills.
  • Lifted and carried packages weighing up to [Number] pounds.
  • Exhibited good attendance, work habits and willingness to learn job functions.
  • Followed workplace and on-truck safety guidelines and regulations to prevent accidents and mishaps.
  • Arranged packages on truck to achieve best use of storage space and to minimize damage.
  • Prevented damage to packages and products by correctly securing loads.
  • Used proper safety techniques and gear such as lifting straps to move items off truck.
  • Completed required product or package delivery documentation.
  • Loaded products or packages onto trucks and organized items according to preset sorting procedures.
  • Used pallet jacks, handcarts and dollies to transport products to truck and to customers.
  • Mapped out locations using GPS applications.
  • Secured products on truck with use of straps, load bars and bulkhead attachment points.
  • Relayed information about delivery changes and new orders.
  • Prevented damage to packages and products by correctly securing loads
  • Arranged packages on truck to achieve best use of storage space and to minimize damage
  • Completed required product or package delivery documentation

Customer Service Representative/Receptionist

Days Inn Hotel
Kingsland, GA
01.2007 - 06.2009
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services and company information.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Provided information regarding charge accounts and loyalty programs.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Trained new personnel regarding company operations, policies and services.
  • Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Managed timely and effective replacement of damaged or missing products.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Provided primary customer support to internal and external customers
  • Answered product and service questions, suggesting other offerings to attract potential customers
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Processed customer adjustments to maintain financial accounts
  • Updated account information to maintain customer records
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Responded to customer requests for products, services and company information
  • Recorded account information to open new customer accounts
  • Recommended products to customers, thoroughly explaining details
  • Cross-trained and backed up other customer service managers
  • Investigated and resolved customer inquiries and complaints quickly
  • Implemented and developed customer service training processes
  • Delivered prompt service to prioritize customer needs
  • Trained staff on operating procedures and company services
  • Provided ongoing guest service
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management

Childcare Provider

Satsuma Christian Daycare
Satsuma, AL
04.2002 - 08.2005
  • Sanitized dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs.
  • Maintained effective schedule balance between rest periods, active play and instruction.
  • Enforced rules and managed behavior through developmentally appropriate discipline.
  • Introduced children to educational games and activities to boost learning.
  • Applied positive behavior management techniques to enhance social interactions and emotional development.
  • Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
  • Distributed food, napkins and beverages in preparation for snack time.
  • Assisted children with putting on coats and cold-weather gear before going outside.
  • Set and enforced rules to maintain children's safety and created welcoming, caring environments for all children.
  • Consulted with families to discuss activities and behaviors of each child.
  • Used positive reinforcement techniques to promote patience and other good behaviors in children.

Hostess

Cracker Barrell
Semmes, AL
08.2000 - 08.2002
  • Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
  • Answered customer questions about hours, seating and menu information.
  • Assigned patrons to tables suitable for needs and restaurant section rotation.
  • Supported servers, food runners and bussers with keeping dining area ready for every guest.
  • Cultivated positive guest relations by managing information and orchestrating speedy seating.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Monitored seating area and checked restrooms regularly to keep spotless.
  • Informed servers of newly seated parties for speedy service.
  • Collected information from arriving customers to seat groups or place them on waitlist.
  • Documented reservations, alerted servers and managers of large groups and prepared seating.
  • Monitored front entrance for new guests while assisting servers by taking and delivering drink orders.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Cultivated positive guest relations by managing information and orchestrating speedy seating
  • Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times
  • Assigned patrons to tables suitable for needs and restaurant section rotation
  • Documented reservations and communicated changes to guests
  • Used cash registers and credit card machines to cash out customers
  • Stayed in open communication with kitchen team to assess cooking times, avoid worker overload and minimize customer dissatisfaction
  • Collected information from arriving customers to seat groups or place them on waitlist
  • Supported servers, food runners and bussers with keeping dining area ready for every guest
  • Watched dining area staff to evaluate server loads and calculate accurate wait times
  • Collaborated with kitchen to inform customers of wait times and answer questions about food
  • Documented reservations, alerted servers and managers of large groups and prepared seating
  • Informed servers of newly seated parties for speedy service
  • Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales
  • Assisted managers with quickly resolving service- and food-related issues
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
  • Monitored seating area and checked restrooms regularly to keep spotless
  • Monitored front entrance for new guests while assisting servers by taking and delivering drink orders
  • Answered customer questions about hours, seating and menu information

Education

No Degree -

Satsuma City High School
Satsuma, AL

Skills

  • Efficient and Detail-Oriented
  • Call Documentation
  • Travel Itineraries
  • Upselling Products and Services
  • Data Entry and Maintenance
  • Presenting Solutions
  • Order and Refund Processing
  • Preparation of Demonstrations
  • Responding to Difficult Customers
  • Building Customer Trust and Loyalty
  • Customer Support
  • Issue and Complaint Resolution
  • Courteous with Strong Service Mindset
  • Customer Data Confidentiality
  • Understanding Customer Needs
  • Calm and Professional Under Pressure

Timeline

Customer Service Associate/Receptionist

Saraland Pet Grooming
08.2017 - 06.2019

Customer Service Representative/Receptionist

Days Inn Hotel
01.2007 - 06.2009

Driver Helper

Fastenal
08.2005 - 12.2009

Childcare Provider

Satsuma Christian Daycare
04.2002 - 08.2005

Hostess

Cracker Barrell
08.2000 - 08.2002

No Degree -

Satsuma City High School

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Serena Miles