Shelby Duffy
709 S Center St Grand Prairie,TX
Summary
Achieved high levels of customer satisfaction in fast-paced diner and short-order restaurant settings. ,Enhanced guest experiences by proactively addressing questions and resolving concerns. ,Maintained high service standards while adhering to safe service regulations. ,Fostered teamwork by readily assisting colleagues with additional tasks. ,Applied extensive knowledge in customer service within the AC/heating industry. ,Cultivated strong relationships with clients through a positive and engaging demeanor. ,Contributed to overall company success by prioritizing customer satisfaction. ,Optimized service quality and efficiency to improve operational outcomes.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Service Experts
04.2022 - Current
- Resolved customer inquiries regarding HVAC systems and services efficiently.
- Assisted in scheduling maintenance appointments to ensure timely service delivery.
- Educated customers on HVAC products, enhancing their understanding and satisfaction.
- Handled billing inquiries, ensuring clear communication of charges and services rendered.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Implemented training programs for new agents to enhance team performance and productivity.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Conducted thorough evaluations of call quality to ensure compliance with company standards.
- Provided actionable feedback to agents to enhance customer interactions and service delivery.
- Collaborated with management to identify areas for performance improvement within call center operations.
Server
Mountain Creek Retirement Living
2305 Corn Valley Rd Grand Prairie, TX
11.2020 - 04.2022
- Cultivated warm relationships with regular customers.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Supervised restocking of salad bar and buffet for lunch and dinner service.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Customer Service Representative
On The Horizon Ac/ Heating
1400 W Irving Blvd Irving, TX
07.2016 - 09.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Dispatcher
On The Horizon Ac/ Heating
1400 W Irving Blvd Irving, TX
07.2016 - 09.2020
- Directed dispatching, routing and tracking of Ac Technicians
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 100 daily calls.
Sandwich Artist/Cashier
SUBWAY®Restaurants
510 S Carrier Pkwy Grand Prairie, TX
10.2013 - 06.2016
- Greeted guests, promoted specials and took orders.
- Assisted customers in choosing menu items by providing food complementing information.
- Organized freezers, refrigerators and storage rooms by receiving, recording and moving food and beverage supplies and products.
- Trained team members to prepare sandwiches and other items according to instructions.
Education
High School Diploma -
Grand Prairie High School
Grand Prairie, TX05.2015
Skills
- Clear Communication
- Multitasking and Prioritization
- Cleaning and Organization
- Time Management
- Data Entry
- Problem Solving
- Specials Promotion and Upselling
- Cool Under Pressure
- High Volume Dining
- Food and Beverage Service
- Customer service
- Active listening
- Customer relations
- Problem resolution
- Call center experience
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Customer satisfaction measurement
- Scheduling
- Follow-up skills
- Product knowledge
- Team development
Timeline
Customer Service Representative
Service Experts
04.2022 - Current
Server
Mountain Creek Retirement Living
11.2020 - 04.2022
Customer Service Representative
On The Horizon Ac/ Heating
07.2016 - 09.2020
Dispatcher
On The Horizon Ac/ Heating
07.2016 - 09.2020
Sandwich Artist/Cashier
SUBWAY®Restaurants
10.2013 - 06.2016
High School Diploma -
Grand Prairie High School