MS Office
Stevanee Flores
Management
Radcliff,KY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Call Center Customer Service Representative
Fidelity Investments
Elizabethtown, KY
08.2022 - 01.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
- Detailed payment options and explained price, receipt and billing details to customers.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
T-Mobile Metro Pcs
Elizabethtown, KY
07.2021 - 11.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
- Trained staff on operating procedures and company services.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Developed and updated databases to handle customer data.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Bartender Supervisor
Texas Outlaw Bbq
Elizabethtown, KY
02.2020 - 08.2021
- Trained [Number] new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Supervised and trained staff on preparing and delivering drinks, handling food, and money and setting up bar at beginning of shift and breaking down at end of shift to facilitate operations.
- Established rules for ejecting problem customers from bar to reduce liability and maintain pleasant environment.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Oversaw and monitored cash drawers and reconciled drawers against cash register reports at close of business.
- Developed new signature cocktails to support bar marketing brand and increase profits.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Served high customer volumes during special events, nights, and weekends.
Store Manager
SUBWAY®Restaurants
Elizabethtown, KY
01.2009 - 01.2020
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Completed point of sale opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Developed and implemented successful staff incentive programs to motivate employees.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Education
High School Diploma -
North Hardin High School
Radcliff, KYSkills
LiveChat
Call center operations
POS systems expert
Multi-line phone talent
Recordkeeping strengths
Key holder experience
Retail store support
Retail materials management
Complaint resolution
Order fulfillment
Professional telephone demeanor
Staff education and training
CRM
Money handling abilities
Cloud applications
Documentation and reporting
Database Management
Service recommendations
Account management
Software
Quickbooks
Java
Timeline
Call Center Customer Service Representative
Fidelity Investments
08.2022 - 01.2023
Customer Service Representative
T-Mobile Metro Pcs
07.2021 - 11.2022
Bartender Supervisor
Texas Outlaw Bbq
02.2020 - 08.2021
Store Manager
SUBWAY®Restaurants
01.2009 - 01.2020
High School Diploma -
North Hardin High School