Professional Summary Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.


Skills ·         Issue and Complaint Resolution

·         Call Documentation

·         Customer Data Confidentiality

·         Understanding Customer Needs ·         Calm and Professional Under Pressure

·         Customer Retention Strategies

·         Data Entry and Maintenance

·         Efficient and Detail-Oriented


Work History  

SAS Customer Service                                                  08/2019 to 01/2023

Employbridge | Knoxville, TN

·         Documented human resources records and maintained confidentiality of sensitive personal information.

·         Responded to inquiries by answering telephone calls, in-person questions and emails.

·         Partnered with management team to coordinate on-boarding and off-boarding processes.

·         Reviewed and screened applicant resumes to identify qualified candidates.

·         Maximized team knowledge and productivity by training, monitoring and directing employees in application of best practices and regulatory protocols.

·         Completed projects on time and under budget while resolving complex issues for senior leaders.

·         Delivered consultative services and recruited qualified and diversified candidates for employment.

·         Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting


Server                                                                                  07/2018 to 02/2020

Texas Roadhouse | Knoxville, TN

·         Cultivated warm relationships with regular customers.

·         Worked with POS system to place orders, manage bills and handle complimentary items.

·         Explained menu items and suggested appropriate options for food allergy concerns.

·         Bussed and reset tables to keep dining room and work areas clean.

·         Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.

·         Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.

·         Used slow periods to restock supplies, ice, trays and delivery bags.


Sales Marketer                                                               01/2018 to 08/2019

Senior Benefits INC | Knoxville TN

·         Handled over 125 outbound sales calls per day to connect with cold and warm leads and promote Medicare supplements .

·         Collected market intelligence and reviewed territory management data to identify referral opportunities.

·         Helped optimize marketing strategies by contributing relevant information, ideas and research.

·         Cultivated strong and successful client relationships by being key point of contact for questions and concerns.

·         Delivered polished and informative presentations to highlight products and close consistent sales.

·         Used consultative sales approach to listen carefully to client needs and recommend desired products and services.


Senior Counselor                                                          11/2010 to 08/2015

Kingston Academy | Kingston TN

·         Worked with clients to help them resolve behavioral, social and personal problems.

·         Offered guidance and advice to help cultivate self-esteem and community involvement.

·         Communicated closely with other counselors to devise programs and activities based on developmental and academic levels.

·         Used cognitive behavior therapy to assist clients in recognizing and redirecting poor habits.

·         Provided individual counseling services students with adjustment issues and partnered to facilitate weekly support groups.


House Manager                                                                06/2005 to 11/2010

Emory Valley Center | Oak Ridge, TN

·         Supervised residents preparing meals and handling chores and provided constructive feedback.

·         Managed day-to-day operation of home to comply with regulations and agency standards.

·         Assisted residents with daily hygiene and living tasks.

·         Managed all intake and discharge paperwork and procedures for residents.

·         Coordinated holiday parties, cocktail parties and small gatherings for household.

·         Evaluated performance, adjusted strategies and maintained agile, sustainable operations.

·         Communicated with delegating nurse to coordinate and complete medical services.

·         Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.

·         Directed training and retraining of employees to boost performance and enhance business results.


Education GED                                                                                                             07/1999

Alabama State University, Montgomery, AL


Last Resume Update March 13, 2024
Address Knoxville, Tennessee
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