Valentina Drummond
Highland
Summary
Results-driven professional with a proven track record in enhancing customer satisfaction. Skilled in effective communication, problem-solving, and team collaboration.
Overview
28
28
years of professional experience
Work History
Sales Associate
JOANN Fabrics and Crafts
09.2021 - 04.2025
Box Office Manager
Clove Creek Dinner Theater
10.2016 - 12.2020
- Managed daily box office operations, ensuring accurate ticket sales and customer service.
- Trained and mentored staff on ticketing systems and customer interaction best practices.
- Implemented process improvements to enhance operational efficiency and reduce wait times.
- Coordinated with production teams to schedule showtimes and manage seating arrangements.
Customer Service Representative
Conway Freight/XPO
10.1997 - 10.2016
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed order processing, ensuring accuracy and timely delivery to enhance customer satisfaction.
- Collaborated with logistics team to coordinate freight shipments, optimizing routing and scheduling.
- Trained new representatives on company policies and customer service best practices to ensure consistency.
- Led initiatives to improve overall service quality, resulting in increased customer retention rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- 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.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
High School Diploma -
Christopher Columbus High School
The Bronx, NYSkills
- Customer service
- Teamwork and collaboration
- Time management
- Problem-solving skills
Accomplishments
- Awarded “Employee of the Month” in 2014 for outstanding leadership and work values and consistencey
Timeline
Sales Associate
JOANN Fabrics and Crafts
09.2021 - 04.2025
Box Office Manager
Clove Creek Dinner Theater
10.2016 - 12.2020
Customer Service Representative
Conway Freight/XPO
10.1997 - 10.2016
High School Diploma -
Christopher Columbus High School
Quality Leader Awarard
When receiving this award it must go through channels for final decision. This Award is a company wide award and only 2 people achieve this award per quarter. I was Blessed to receive this for my tenacity and constant ability to see my job(s) to completion and help my customers in a very diplomatic but empathic way. Also, to step in when others could not fulfill their task or did not report for work. Pulling double shifts was quite prevalent for me as we lost a biller so I stepped in to take care of this task as ALL billing had to be completed that night. My overall knowledge of my company and what it takes to not only handle customers, but drivers and the everyday task of running a freight business. Other reasons I was elected for this prestigious award was the fact that I was also taking care of an elderly family friend who had cancer and I had to coordinate his chemo with my job. I am also a Deacon in my Church and had responsibilities there to take of along with my own family. To be Honored to receive this Award is an understatement.