Crystal Gooden
Folcroft
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Family Dollar Corporate Office
08.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Cashier
Wendy's
02.2023 - 07.2023
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
Trainer Coordinator
Taco Bell Corporate
05.2019 - 12.2022
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Monitored participant workflow and behaviors throughout training process.
- Developed effective training plans based on department needs and objectives.
- Tracked attendance and evaluated progress for assigned trainees.
Shift Leader
Dunkin Donuts
01.2017 - 02.2019
- Observed each team member to carry out duties and provided constructive criticism.
- Managed communication between associates and management, addressing key issues and needs.
- Maintained stock of products and ordered new products when stock was running low.
- Trained staff members to perform inventory management, customer service and maintenance.
- Assisted customers with complaints, questions and concerns.
- Assigned each member of [Number] person team with specific daily tasks and responsibilities.
- Compiled reports on production shortfalls, accidents and equipment problems.
- Organized evening meetings to set operations for following day and next shift crew.
Education
GED -
University City High School
Philadelphia, Pa 06.2011
Skills
- Complaint Resolution
- Account Updating
- Call Management
- Troubleshooting
- Telephone Etiquette
- Customer Needs Assessment
- Attention to detail
- Quality control
- Organizational skills
- Computer literacy
- Staff training
- Task prioritization
- Learning Platforms
- Delegating Work
- Team Leadership
- Training Tools and Resources
- Coaching and Mentoring
- Policies and Procedures
- Active Listening
- Training Materials Development
- Workplace Safety
- Dress Code Enforcement
- Food Safety Understanding
- Food Safety
- Quality Assurance Controls
- Equipment Maintenance
Timeline
Customer Service Representative
Family Dollar Corporate Office
08.2023 - Current
Customer Service Cashier
Wendy's
02.2023 - 07.2023
Trainer Coordinator
Taco Bell Corporate
05.2019 - 12.2022
Shift Leader
Dunkin Donuts
01.2017 - 02.2019
GED -
University City High School
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