Terri Overton
Canton,MI
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Care Advocate
Conduent Call Center
09.2022 - 11.2023
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Assisted call-in customers with questions and orders.
- Resolved concerns with products or services to help with retention.
Server
Hockeytown Cafe
10.2018 - 12.2019
- Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
Server/ Take Out
Red Lobster
02.2018 - 10.2018
- Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
Waitress/ Cashier
L A Coney Island
07.2017 - 02.2018
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
Waitress/ Cashier
Onasis Coney Island
06.2014 - 05.2017
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
Cashier/ Fry Cook
Checkers
07.2012 - 05.2014
- Operated large-volume cooking equipment such as grills, deep fryers or griddles.
- Cleaned, stocked and restocked workstations and display cases.
- Stored food in designated containers and storage areas to prevent cross-contamination and spoilage.
- Stayed informed of daily menu to help coordinate cooking times.
Education
BBA - Business Administration
South University
Savannah, GA06.2026
Certificate of Completion - Life Insurance
Kaplan Financial
Dearborn, MI04.2022
Certificate of Completion - Nursing Assistance
Health Care Solutions And Career Group
Detroit, MI05.2019
Certificate of Completion - Culinary Arts
Breithaupt Career And Technical Center
Detroit, MI06.2012
Skills
- Cash register
- 22 Skills of Nursing Assistant
- Proper sanitation techniques
- Dining customer service
- Food safety understanding
- Point of Sale (POS) system operations
- Check payment processing
- Service prioritization
- Regulatory compliance
- Quality control
- Relationship management
- Food and Beverage Service
- Specials Promotion and Upselling
- First Call Resolution
- Database Research
- Conflict Mediation
- Brand Representation
- Customer Relations
- Inbound Customer Service
- Documentation and Reporting
Certification
- Licensed Life Insurance Producer - March, 2022
- CNA - Certified Nursing Assistant - May 2019
- Culinary Arts, Breithaupt Career and Technical Center - 2012
Timeline
Customer Care Advocate
Conduent Call Center
09.2022 - 11.2023
Server
Hockeytown Cafe
10.2018 - 12.2019
Server/ Take Out
Red Lobster
02.2018 - 10.2018
Waitress/ Cashier
L A Coney Island
07.2017 - 02.2018
Waitress/ Cashier
Onasis Coney Island
06.2014 - 05.2017
Cashier/ Fry Cook
Checkers
07.2012 - 05.2014
BBA - Business Administration
South University
Certificate of Completion - Life Insurance
Kaplan Financial
Certificate of Completion - Nursing Assistance
Health Care Solutions And Career Group
Certificate of Completion - Culinary Arts
Breithaupt Career And Technical Center
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