Sonia Patton
Youngstown,OH
Summary
Proficient service desk coordinator with a strong background in conflict resolution and active listening. Committed to improving team collaboration and service desk efficiency. Successfully implemented strategies that elevated customer satisfaction and loyalty metrics.
Overview
1
1
Certification
28
28
years of professional experience
Work History
Service Desk Coordinator
YMCA of Youngstown
Youngstown, OH
09.1998 - Current
- Managed incoming support requests via phone and email, ensuring timely resolution.
- Coordinated staff schedules to ensure optimal coverage during peak demand periods.
- Conducted training sessions for new employees on IT systems and service desk operations.
- Instructed staff on best practices to optimize service desk performance.
- Collaborated with other departments to accelerate fulfillment of customer requests.
- Evaluated and processed financial assistance applications for membership eligibility.
- Mentored employees in addressing complex or difficult issues.
Assistance Mananger/Lead Sales Associate
Hallmark/Little Green Apple
Niles, Ohio
06.2009 - 08.2024
- Directed daily store operations, ensuring effective workflow and optimal customer satisfaction.
- Optimized staff schedules for peak hours and events, improving customer service coverage.
- Managed inventory processes, maintaining accurate stock levels and organized product displays.
- Addressed customer inquiries and complaints, ensuring high-quality service delivery.
- Maintained customer service standards while addressing issues swiftly to ensure quality.
- Engaged with casual shoppers, providing product insights and recommendations that increased sales.
- Conducted team meetings, fostering communication and collaboration among staff.
- Evaluated staff performance regularly, implementing corrective actions.
Sales Associate
Kohls Department Store
Boardman, Ohio
09.1998 - 05.2009
- Delivered exceptional customer service through product selection assistance and issue resolution.
- Welcomed customers with friendly service while providing product recommendations.
- Addressed customer inquiries promptly, fostering a positive shopping environment.
- Assisted in promotional activities that increased customer engagement with upcoming sales.
- Maintained clean and organized sales floor displays to enhance visual merchandising.
- Managed point-of-sale transactions efficiently, including processing returns.
- Executed cashier responsibilities, accurately processing payments and issuing change.
Summer Day Camp Director
YMCA or Youngstown
Youngstown, Ohio
06.1999 - 08.2006
- Oversaw staff to ensure compliance with safety regulations during camp operations.
- Established safety protocols to guarantee a secure environment at camp.
- Supervised safety measures to ensure thorough oversight of campers and staff.
- Managed transportation arrangements to ensure timely travel for campers. for field trips and other offsite excursions.
- Developed daily activities that promoted engagement and learning among campers.
- Coordinated schedules for diverse programs and recreational activities to maximize camper participation.
- Managed camper registration processes to ensure accurate record-keeping and smooth onboarding.
- Facilitated communication with parents regarding schedules and camper requirements to enhance engagement.
Education
Bachelor of Science - Integrated Health Studies/Health Services
Kent State University
Kent, OH05-2004
Skills
- Service desk management
- Customer service and support
- Relationship management
- Staff performance management
- Team collaboration
- Service improvement initiatives
- Flexible problem solving
- Conflict resolution
- Communication skills
- Active listening
- Strong work ethic
- Collaborative mindset
Certification
- CPR, First Aid, and Oxygen certifications
- Praesidium Certifications
Timeline
Assistance Mananger/Lead Sales Associate
Hallmark/Little Green Apple
06.2009 - 08.2024
Summer Day Camp Director
YMCA or Youngstown
06.1999 - 08.2006
Service Desk Coordinator
YMCA of Youngstown
09.1998 - Current
Sales Associate
Kohls Department Store
09.1998 - 05.2009
Bachelor of Science - Integrated Health Studies/Health Services
Kent State University