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
01.2023 - 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
01.2018 - 03.2023
- 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
03.2016 - 06.2017
- 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
06.2011 - 06.2013
- 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
12.2008 - 05.2011
- 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
01.2006 - 10.2008
- 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
05.2005 - 08.2005
- 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
08.2000 - 05.2004
- 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
05.2000 - 08.2000
- 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
08.1998 - 08.2000
- 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
06.1996 - 05.1999
- 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 05.1994 - 05.1998
Associate of Arts - General Studies
University of Alaska Anchorage
Anchorage, AK 08.1999 - 05.2004
Skills
Problem-solving skills
undefinedInterests
Pop Culture
History
Cross Stitch
Travel
Timeline
Guest Services Associate
Alaska Airline Center
01.2023 - Current
Content Writer & Artist
Crystal Vaults LLC
01.2018 - 03.2023
Self Employed
Pure Romance
03.2016 - 06.2017
Customer Service
Oil & Vinegar
06.2011 - 06.2013
Assistant Manager
Phillips Cruises & Tours
12.2008 - 05.2011
Reservations Agent
All Alaska Tours
01.2006 - 10.2008
Shipping Loader & Package Scanner
UPS
05.2005 - 08.2005
Student Employee
University Anchorage Alaska - Health Sciences Dept
08.2000 - 05.2004
Admissions /Gift Shop Associate
Alaska Zoo
05.2000 - 08.2000
Associate of Arts - General Studies
University of Alaska Anchorage
08.1999 - 05.2004
Student Employee
University Of Alaska Anchorage - Library
08.1998 - 08.2000
Customer Service / Manager
McGills Fine Candy & Nuts
06.1996 - 05.1999
High School Diploma -
Bartlett High School
05.1994 - 05.1998
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