Topanga Allred
Concord,NC
Summary
Dedicated professional with extensive experience in customer service and staff training. Skilled in managing high-stress situations while mentoring new hires, contributing to team success and improved service quality. Proven multitasking abilities, and committed to maintaining professional relationships, passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative
United Healthcare Group
02.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Home Health Caregiver
Home Health Aid
10.2022 - 02.2023
- Provided personal care and assistance with daily living activities for clients in home settings.
- Administered medications and monitored health conditions to ensure client safety and well-being.
- Developed individualized care plans in collaboration with healthcare professionals and family members.
- Trained new caregivers on best practices for client care and safety protocols to enhance service delivery.
- Maintained accurate records of client progress and collaborated with medical staff to adjust care as needed.
- Facilitated communication between clients, families, and healthcare providers to ensure coordinated care efforts.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted patients with daily living activities, improving their overall quality of life.
Customer Service Specialist
City Of Concord
05.2017 - 10.2022
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Collaborated with team members to streamline service processes and enhance customer satisfaction.
- Trained new staff on customer service protocols and best practices to ensure consistent support delivery.
- Developed training materials focused on enhancing team knowledge of city services and resources available to residents.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
ER Clerk
QuikTrip
02.2015 - 02.2018
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Streamlined checkout process for increased efficiency and reduced waiting times.
Sandwich Artist
SUBWAY®Restaurants
10.2013 - 02.2015
- Crafted high-quality sandwiches following standardized recipes and customer specifications.
- Ensured cleanliness and organization of workstations to maintain food safety standards.
- Assisted in training new team members on menu items and operational procedures.
- Managed inventory levels, restocking supplies to ensure efficient operations during peak hours.
- Implemented improvements in sandwich preparation techniques to enhance service speed and quality.
- Led team efforts to optimize workflow, reducing wait times for customers during busy periods.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly to enhance satisfaction.
- Greeted guests, promoted specials, and took orders.
- Operated the cash register with accuracy, ensuring proper handling of transactions.
- Kept workplace clean and organized in line with restaurant policies.
Education
Mount Pleasant High School
06-2015
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Staff training
- Conflict management
- Documentation review
- Call center experience
- Call auditing
- Team monitoring
- Email management
- Customer service
- Teamwork and collaboration
- Computer skills
- Microsoft office
- Staff education and training
- Employee coaching
- Order processing
- Data entry
- Administrative and office support
Timeline
Senior Customer Service Representative
United Healthcare Group
02.2023 - Current
Home Health Caregiver
Home Health Aid
10.2022 - 02.2023
Customer Service Specialist
City Of Concord
05.2017 - 10.2022
ER Clerk
QuikTrip
02.2015 - 02.2018
Sandwich Artist
SUBWAY®Restaurants
10.2013 - 02.2015
Mount Pleasant High School