Susan McDonald
FRANKFORT,Kentucky
Summary
Attentive and personable Customer Service Representative bringing multiple years of administrative support experience in various working environments.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Kentucky Transportation Cabinet'[
2021.06 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Maintained and managed customer files and databases.
- Investigated and resolved customer inquiries and complaints quickly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Hotel Housekeeper
Capital Plaza Hotel-Frankfort
2014.11 - 2016.05
- Followed daily cleaning schedule to prepare for arrival of guests and meet deadlines.
- Cleaned bedrooms, bathrooms and living spaces to comply with sanitation and hygiene standards.
- Vacuumed and mopped floors in guest rooms and common areas to maintain clean and tidy environment.
- Contributed to the hotel''s reputation for cleanliness and comfort by providing exceptional service to all guests.
- Inspected guest rooms, lobbies, and common areas to verify cleanliness and tidiness.
- Demonstrated positive and professional attitude with guests, coworkers and management to contribute to positive work environment and maintain reputation of hotel.
- Assisted in training new team members on hotel policies, procedures, and best practices for housekeeping tasks.
- Kept logs of cleaning activities to enable tracking history and maintain accurate records.
Retail Sales Associate
Kmart, Sears Holding
2011.11 - 2012.12
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
Customer Service Cashier
Kroger
2010.12 - 2011.09
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Counted money in drawers at beginning and end of each shift.
- Learned duties for various positions and provided backup at key times.
Education
High School Diploma -
Frankfort High School
Frankfort, KY06.2010
Skills
- Customer Service
- Administrative Support
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Microsoft Excel
- Professional telephone demeanor
- Scheduling
- Paperwork Processing
Timeline
Customer Service Representative
Kentucky Transportation Cabinet'[
2021.06 - Current
Hotel Housekeeper
Capital Plaza Hotel-Frankfort
2014.11 - 2016.05
Retail Sales Associate
Kmart, Sears Holding
2011.11 - 2012.12
Customer Service Cashier
Kroger
2010.12 - 2011.09
High School Diploma -
Frankfort High School
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