Whittney Ward
Newport News,VA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Experience Specialist
ReserveBar
Ridgefield, CT
09.2021 - 08.2022
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Documented customer interactions in internal database to maintain customer service history details.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered excellent customer service, resulting in consistent 92% customer satisfaction rating.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Technical Support
Ibex
Hampton, VA
09.2019 - 09.2021
- Carefully listen to and understand customer issues
- Probe and isolate issue causes
- Utilize available resources to identify appropriate solutions for customers
- Explain product features and benefits, answering questions and setting proper expectations for customer inquiries
- Ensure customer satisfaction through effective call resolution
- Identify and escalate emerging product or customer dissatisfaction issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Submitted service tickets for equipment maintenance requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Installed Malware security applications and devices and suggested additional security measures.
- Managed high levels of call flow and responded to various technical support needs.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
Prep• Pastry Chef• Fill in Cook• Server
Camp Piankatank
Hartfield, VA
06.2012 - 10.2019
- Prepared wide variety of goods such as cakes, cookies and tarts by following traditional and modern recipes.
- Decorated pastries with different icings and toppings, using spatulas, scrapers and piping bags.
- Changed and sanitized cutting boards, benches and surfaces to avoid cross-contamination.
- Oversaw pastry coolers and storage areas to monitor ingredient and supply inventory levels.
- Utilized pastry blenders, wire whisks and sifters to combine measured ingredients into bowls.
- Inspected kitchens to observe food preparation quality and service, food appearance and cleanliness of production areas.
- Cleaned and maintained kitchen equipment and oven.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Cultivated warm relationships with regular guest.
- Completed table resets by wiping down surfaces and refilling condiments.
- Organized and replenished supplies at food stations to optimize team performance.
- Supervised restocking of salad bar and buffet for lunch and dinner service.
- Maintained clean, hygienic kitchen workspace by sweeping, mopping and taking out trash.
- Maintained food safety and sanitation standards.
- Managed opening and closing shift kitchen tasks.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Trained and assisted new kitchen staff members.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Transitioned between breakfast and lunch service.
- Operated dishwasher and manually washed dishes to clean all chinaware, silverware and cooking utensils.
- Collaborated with guest to collect information about specific customer desires and dietary needs.
- Received shipments and placed items on proper shelves to restock and organize dining hall pantry.
Gifting Coordinator
Wyndham Destinations
Williamsburg, VA
10.2018 - 05.2019
- Act as customer service representative for all guests and employees with gifting needs
- Preparing and distributing all guest premiums plus recording every transaction in written and data entry form
- Preparing and distributing all guest resale tickets plus recording every transaction in written and data entry form
- Tracking all inventory by maintaining perpetual serial number spreadsheet
- Collect and track credit card payments from tickets sales made by guests and employees
- Prepare completed paperwork, cash banks and deposits into daily packets for Accounting
- Validating day's serial number log sheets for pre gifted guests
- Handling guest concerns using proper channels and ensure that all guest's experience remain positive
- Coordinate daily operations to reflect company and departmental policies
- Handle customer gifting concerns in timely manner.
Education
High School Diploma -
Gloucester High School
Gloucester, VA06.2016
Skills
- Strong Verbal and Written Communication
- Ability to Be Flexible and Optimistic
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Client Rapport-Building
- Customer Communication and Empathy
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- POS Systems and Ordering Platforms
- Customer Data Confidentiality
- Team-Oriented and Cooperative
- Data Entry and Maintenance
- Proficiency in Microsoft (Word, Excel, Teams, PowerPoint), Zendesk, Slack, Logic Broker, Shopify, Asana Applications
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Customer Experience Specialist
ReserveBar
09.2021 - 08.2022
Technical Support
Ibex
09.2019 - 09.2021
Gifting Coordinator
Wyndham Destinations
10.2018 - 05.2019
Prep• Pastry Chef• Fill in Cook• Server
Camp Piankatank
06.2012 - 10.2019
High School Diploma -
Gloucester High School
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