ZOEY LEHTINEN
Rockwall
Summary
Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals.
Overview
4
4
years of professional experience
Work History
Lead CSR
Cititurf
Allen
03.2025 - Current
- Developed strategies for improving customer service processes by analyzing trends in call center data.
- Coached team members on various aspects related to their roles such as soft skills training, sales techniques.
- Assisted in the development and implementation of customer service policies and procedures.
- Drafted comprehensive reports outlining team's progress towards achieving goals.
- Conducted regular meetings with team members to provide updates about changes in organizational structure or policy changes.
- Performed additional tasks as assigned by senior management.
- Analyzed operational trends using data from CRM systems to make recommendations for continuous improvement of our services.
- Monitored performance metrics such as average handle time, first contact resolution rate, and call abandonment rate to assess team performance against set goals.
- Managed workflow efficiently within a fast-paced environment while maintaining high standards of accuracy and quality control.
- Maintained accurate records of customer interactions and transactions.
- Facilitated internal knowledge sharing sessions for team members to ensure consistency in providing quality services across all channels of communication with customers.
- Created reports on customer satisfaction surveys, feedback forms, and other data collection methods.
- Trained new customer service representatives on company policies and procedures.
- Handled escalated customer complaints with professionalism and empathy.
- Provided expert customer service and support to customers, including troubleshooting technical issues.
- Evaluated individual performance against key targets and goals established by management.
- Ensured compliance with applicable regulations while delivering excellent customer service.
- Resolved product or service problems by clarifying customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Customer Service Cashier
Buc-ees
Royse City
05.2024 - 03.2025
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
- Operated cash registers to process payments for goods and services.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Received payment by cash, check, credit cards, vouchers or automatic debits.
- Resolved customer complaints in a professional manner.
- Adhered to company policies concerning returns, exchanges, and refunds, including proper documentation completion.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Organized items purchased by customers according to their type or size for easy retrieval during checkout.
- Provided excellent customer service by helping customers locate items they were looking for.
- Provided information on company policies, warranties, guarantees, financing options and other related matters.
- Informed customers about product pricing and answered questions regarding products and services available in the store.
- Ensured that all areas of the retail floor were properly stocked throughout each shift.
- Maintained accurate records of transactions using the point-of-sale system.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
- Assisted customers with locating merchandise within the store.
- Greeted customers and provided friendly customer service.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Greeted customers and responded to informational requests.
- Recommended, selected, located, and obtained products to meet customer needs.
- Addressed customer questions and concerns regarding products and services.
- Built loyal clientele through friendly interactions and consistent appreciation.
- Informed customers of in-store promotions or pricing specials.
- Welcomed customers, offering assistance to help find store items.
Restaurant Hostess
Saint Ann Resturant and Bar
Dallas
08.2023 - 05.2024
- Conducted inventory checks of supplies periodically and reported shortages or discrepancies to management.
- Participated in ongoing training opportunities provided by management to enhance job skills and knowledge.
- Answered phone calls professionally and assisted callers with reservations or inquiries about restaurant's services and offerings.
- Offered customers top service through extensive knowledge of restaurant operations, surrounding attractions and local happenings.
- Inspected dining areas and directed staff to bring spaces up to standards.
- Trained and mentored new employees in policies and procedures.
- Kept customers happy, seating each quickly, and always resolving complaints to complete satisfaction.
- Used POS system to input reservations and orders.
- Stayed positive and upbeat, expertly managing service issues and conflicts.
- Greeted customers warmly upon arrival and escorted them to their tables.
Cashier Trainer
Raising Canes
Rockwall
08.2022 - 08.2023
- Worked with store managers to evaluate cashier staffing needs and identify coverage gaps.
- Trained new cashiers on register procedures and customer service protocols.
- Demonstrated core store values to team members, going beyond basics to better help customers and exceed business targets.
- Trained cashier team in register operation, customer service procedures, and merchandising.
- Provided guidance to cashiers regarding promotional offers, discounts, and loyalty programs.
- Worked alongside associates to consistently accomplish daily team goals.
- Trained employees to capitalize on sales and service opportunities with proactive approaches.
- Offered feedback to senior management on strategies for increasing sales, expanding markets and promoting business.
- Handled escalated customer issues, working towards satisfactory resolutions for all parties involved.
- Resolved customer complaints with tact to achieve full satisfaction.
- Conducted performance evaluations for cashier staff based on job performance metrics.
Head Hostess
Pier 101
Rockwall
02.2021 - 05.2022
- Assisted in bussing tables to maintain a clean and inviting atmosphere.
- Communicated with servers and management to improve the restaurant setting into an inviting and aesthetically pleasing one for guests.
- Answered phone calls professionally and assisted callers with reservations or inquiries about restaurant's services and offerings.
- Inspected dining areas and directed staff to bring spaces up to standards.
- Minimized guest complaints by properly managing expectations with realistic wait time information.
- Processed payments for take-out customers and delivered orders to vehicles.
- Kept customers happy, seating each quickly, and always resolving complaints to complete satisfaction.
- Updated entranceway signage with daily specials and promotions.
- Monitored dining room for cleanliness and addressed any issues promptly.
Education
Bachelor of Arts (B.A.) - Business
Collin College
Wylie05-2025
Associate in Science (A.S.) - Psychology
Utd
Richardson, TX05.2024
International Baccalaureate -
University of Oxford
05.2023
Skills
- Dining room management
- Guest Relations Management
- Strong multitasking
- Sales and Marketing
- Complex Problem-Solving
- Familiarity with POS systems
- Handling Complaints
- Customer service orientation
- Customer-Oriented
- Data analysis
- Customer service
- Problem solving
- Effective communication
- Sales techniques
- Regulatory compliance
- Call center experience
- Complaint handling
- CRM software
- Calm demeanor
- Complaint resolution
- Product knowledge
- Tracking complaints
- Appointment scheduling
- Decision-making
- Problem-solving
- Coordination
- Active listening
Languages
- English, Native
- Spanish, Conversational
Timeline
Lead CSR
Cititurf
03.2025 - Current
Customer Service Cashier
Buc-ees
05.2024 - 03.2025
Restaurant Hostess
Saint Ann Resturant and Bar
08.2023 - 05.2024
Cashier Trainer
Raising Canes
08.2022 - 08.2023
Head Hostess
Pier 101
02.2021 - 05.2022
Bachelor of Arts (B.A.) - Business
Collin College
Associate in Science (A.S.) - Psychology
Utd
International Baccalaureate -
University of Oxford