Art
Theresa Peters
Customer Service / Writer / Artist
Anchorage,AK
Summary
Experienced customer service professional with expertise in planning and staffing events, making reservations and maintaining records. Well-versed in tourism industry practices, sales practices, and customer service in general. Good communication and problem-solving skills with a self-directed and organized approach.
Overview
27
27
years of professional experience
9
9
years of post-secondary education
5
5
Languages
Work History
Guest Services Associate
Alaska Airline Center
Anchorage, AK
2023.01 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Carried out assorted tasks as assigned including: ticket scanning, answering event information questions, guiding guests to desired locations regarding the event, setting up equipment for events, ushering, crowd management.
Content Writer & Artist
Crystal Vaults LLC
, FL
2018.01 - 2023.03
- Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating, and authentic approach.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Completed thorough research into assigned topics.
- Provided writing support in fast-paced environment for variety of public-facing materials.
- Edited and proofread content to confirm proper grammar, quality and consistency with AP style.
- Crafted SEO-friendly content for websites and blog posts to increase organic traffic.
- Worked with teams of designers, editors and marketers to create content for client campaigns.
- Performed keyword research to optimize content for SEO.
- Formatted content to adhere to industry-specific style guides.
- Repurposed and optimized existing content for use in different mediums.
- Monitored competitor content to identify areas for improvement in client campaigns.
- Developed content for press releases and newsletters to promote products and services.
- Promoted and marketed works through social media platforms.
- Completed accurate and polished formatting in line with publishing standards prior to submission.
- Produced original, creative content for promotional advertisements and marketing materials.
- Played instrumental role in creative planning and review sessions, working with resourceful team to elevate quality of content and designs.
- Customized brand message to reach and capture target audience interest and drive engagement.
- Created content for websites and online publications.
- Created and provided illustrated artwork for online content and published material for the company.
Self Employed
Pure Romance
Anchorage, AK
2016.03 - 2017.06
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Assisted customers with prompt and polite support in-person and via telephone.
- Actively engaged customers to provide general assistance and information on store merchandise.
- Answered incoming calls and emails to provide product information, features and benefits.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Customer Service
Oil & Vinegar
Anchorage, AK
2011.06 - 2013.06
- Used POS system to process sales, returns, online orders, and gift card activations.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Assisted customers with prompt and polite support in-person and via telephone.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Processed customer returns to manage smooth refunds and exchanges following store procedures.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Actively engaged customers to provide general assistance and information on store merchandise.
- Answered incoming calls and emails to provide product information, features and benefits.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Listened to customer needs and desires to identify and recommend optimal products.
- Recommended complementary purchases to customers, increasing revenue.
- Managed efficient cash register operations.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Prioritized helping customers over completing other routine tasks in store.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Used in-store system to locate inventory and place special orders for customers.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Gift wrapped customer orders on demand and during holiday hours.
Assistant Manager
Phillips Cruises & Tours
Anchorage, AK
2008.12 - 2011.05
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Created employee schedules to align coverage with forecasted demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Monitored security to protect employees, customers and property.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Reservations Agent
All Alaska Tours
Anchorage, AK
2006.01 - 2008.10
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Maintained awareness of types of rooms available in different resort locations.
- Resolved various issues and discrepancies for customers.
- Worked closely with front desk to achieve full occupancy of property.
- Handled reservations and answered questions from interested patrons.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Worked with wholesale travel companies to create customer itineraries for travel.
- Created and reserved hotel, tour, and transportation packages for wholesale industries for customer satisfaction.
- Provided 24 hour emergency travel service for covered passengers for wholesale companies.
Shipping Loader & Package Scanner
UPS
Anchorage, AK
2005.05 - 2005.08
- Scanned incoming packages on shipping belt for distribution.
- Loaded shipping cans for airline shipping.
- Loaded UPS shipping trucks for local delivery.
- Resolved issues with damaged or lost packages on shipping belt.
- Worked part-time in open air shipping garage.
- Worked with a team to resolve shipping and quality services.
Student Employee
University Anchorage Alaska - Health Sciences Dept
Anchorage, AK
2000.08 - 2004.05
- Prepared professional, error-free business correspondence for office, customer and official use.
- Handled basic tasks independently to keep senior office professionals focused on more important matters.
- Helped keep operations efficient by restocking and organizing supplies library teams.
- Balanced academic and work requirements to continue building diverse knowledge base.
- Took and followed detailed directions from others.
- Maintained excellent customer service and positive attitude towards guest, customers, and fellow teammates.
- Worked in team environment to maintain high levels of productivity.
- Regularly communicated with management to provide feedback and updates.
- Picked, sorted and processed customer orders to manage order fulfillment.
- Restocked and shelved library material within the Health Science department of the University Library.
- Photocopied, scanned, and put together requested materials for doctors and physicians.
Admissions /Gift Shop Associate
Alaska Zoo
Anchorage, AK
2000.05 - 2000.08
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Prioritized helping customers over completing other routine tasks in store.
- Recommended complementary purchases to customers, increasing revenue.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed efficient cash register operations.
- Used in-store system to locate inventory and place special orders for customers.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Assisted with admission into the zoo on daily visits and provided assistance with annual memberships.
- Answered questions about locations in the zoo and provided assistance with zoo keeper information.
- Open and closing of the zoo and gift shop.
Student Employee
University Of Alaska Anchorage - Library
Anchorage, AK
1998.08 - 2000.08
- Assisted office guests with finding correct personnel and rooms for appointments and inquiries.
- Prepared professional, error-free business correspondence for office, customer and official use.
- Supported office and field workers by fielding phone calls, scheduling appointments and processing mail.
- Handled basic tasks independently to keep senior office professionals focused on more important matters.
- Worked efficiently to handle routine office needs and important tasks for special projects.
- Balanced academic and work requirements to continue building diverse knowledge base.
- Took and followed detailed directions from others.
- Maintained excellent customer service and positive attitude towards guest, customers, and fellow teammates.
- Worked in team environment to maintain high levels of productivity.
- Trained new employees to apply best practices and comply with store policies and procedures.
- Regularly communicated with management to provide feedback and updates.
- Picked, sorted and processed customer orders to manage order fulfillment and increase sales.
- Operated cash register to manage payments and provide receipts for proof of transaction.
- Maintained tidy and organized environment to comply with cleanliness standards.
- Operated and maintained machinery and equipment to manage functionality and performance.
- Addressed and resolved customer complaints to establish trust and increase loyalty.
- Organized and reshelved materials for the library for student needs.
- Repaired and bugged materials for library use.
Customer Service / Manager
McGills Fine Candy & Nuts
Anchorage, AK
1996.06 - 1999.05
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Maintained inventory needs by restocking and cooking needed materials.
- Gift wrapping expert for all holidays.
- Operating small weight structures.
- Memorizing all prices for all provided food and gifts.
- Answered phone and resolved all questions and needs for incoming calls.
- Performed regular bank deposits and cash register operation.
- Open and closing duties for all employees on a daily basis.
Education
High School Diploma -
Bartlett High School
Anchorage, AK 1994.05 - 1998.05
Associate of Arts - General Studies
University of Alaska Anchorage
Anchorage, AK 1999.08 - 2004.05
Skills
Problem-solving skills
VIP guest relations
Safety and security
File management
Training and mentoring
Time management
Guest engagement and assistance
Social perceptiveness
Making reservations
Quality assurance
Positive working relationships
Customer assistance
Product restocking
Cleaning and sanitizing
Product and service sales
Cash drawer management
Point of sale operation
Till counting
Stocking and replenishing
Purchase assistance
Cash register operation
Written and verbal communication
Customer Relations
Refunds and exchanges
Money handling
Inventory management
Guest inquiries
Interests
Pop Culture
History
Cross Stitch
Travel
Timeline
Guest Services Associate
Alaska Airline Center
2023.01 - Current
Content Writer & Artist
Crystal Vaults LLC
2018.01 - 2023.03
Self Employed
Pure Romance
2016.03 - 2017.06
Customer Service
Oil & Vinegar
2011.06 - 2013.06
Assistant Manager
Phillips Cruises & Tours
2008.12 - 2011.05
Reservations Agent
All Alaska Tours
2006.01 - 2008.10
Shipping Loader & Package Scanner
UPS
2005.05 - 2005.08
Student Employee
University Anchorage Alaska - Health Sciences Dept
2000.08 - 2004.05
Admissions /Gift Shop Associate
Alaska Zoo
2000.05 - 2000.08
Associate of Arts - General Studies
University of Alaska Anchorage
1999.08 - 2004.05
Student Employee
University Of Alaska Anchorage - Library
1998.08 - 2000.08
Customer Service / Manager
McGills Fine Candy & Nuts
1996.06 - 1999.05
High School Diploma -
Bartlett High School
1994.05 - 1998.05