Janine Dilla
Pittsburgh
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CVS
02.2023 - Current
- 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.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
Front Desk Manager
Spins Bowl Pittsburgh
11.2019 - 05.2023
- Plan and Implement sales promotions
- Plan and Implement activities for bowling leagues and clubs
- Respond to customer complaints
- Review financial statements, sales and activity reports, and other performance Data
- Administration and Management
- Critical Thinking
- Judgement and Decision Making
- Customer Service
- Time Management
- Coordination of Leagues
- Resolved guest complaints with empathy, transforming negative experiences into positive outcomes.
- Addressed operational challenges by developing proactive solutions and contingency plans.
- Handled emergency situations with composure, prioritizing guest safety and comfort.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Territory Supervisor
Hallmark
06.2015 - 12.2022
- Direct and supervise employees engaged in sales, inventory-taking
- Customer Service
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Inventory stock and reorder when inventory drops to a specified level
- Instruct staff on how to handle difficult and complicated sales
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate
- Conducted regular performance evaluations for team members, offering constructive feedback and support for continued professional growth.
- Coordinated communication efforts across multiple departments ensuring smooth implementation of projects within the assigned territory.
- Implemented effective time management techniques, allowing for efficient prioritization of tasks and responsibilities within the role.
- Managed a team of sales representatives for optimal territory coverage and increased overall productivity.
- Analyzed market trends and competitor activity, adjusting tactics as necessary to maintain a competitive edge.
- Assessed territorial needs regularly; provided tailored recommendations based on unique client requirements which led to higher satisfaction rates.
- Monitored daily sales performance and provided feedback to each team member.
- Maintained up-to-date knowledge of products and services offered to customers.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Sales and Service Associate
UNITED STATES POSTAL SERVICE
06.1994 - 06.2022
- Greet customers and ascertain what each customer wants or needs
- Describe merchandise and explain use, operation, and care of merchandise to customers
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires
- Compute sales prices, total purchases and receive and process cash or credit payment
- Answer questions regarding the store and its merchandise
- Prepare sales slips or sales contracts
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
- Maintain records related to sales
- Place special orders or call other stores to find desired items
- Prepare merchandise for purchase or rental
- Watch for and recognize security risks and thefts, and know how to prevent or handle these situations
- Inventory stock and requisition new stock
- Ticket, arrange and display merchandise to promote sales
- Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits
- Trainer for 10 years
- I started at the GMF training employees on the Letter sorter machines(LSM)
- I presented a training program in person to individuals or in group settings
- At the BMC I trained individuals to be Dock clerks
- I would train them how to accept parcel shipments from all over the country
- They would learn how to log in shipments, load and unload trailers and seal trailers for dispatch
- I taught them to expedite the mail received to its proper destination
- It is a 24 hr fast paced operation
- I became a window clerk trainer at the end of my postal career
- I trained individuals how to do all aspects of the window trainer position
- They learned customer service, register operation, deposits, inventory and ordering
- I enjoyed all training positions and thrived in a training environment
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
Education
Associate of Applied Science - Business Management
Colorado Technical Universitym
Colorado Springs, CO07-2024
Skills
- Administration and Management
- Critical Thinking
- Data-Driven Decision-Making
- Customer Service
- Time Management
- Employee Evaluation
- Budgeting
- Fundraising
- Merchandising
- Management
- Business Developme
- Supervising experience
- Human resources
- Leadership
- Administrative experience
- Customer support
- Communication skills
- Customer service
- Microsoft Excel
- Microsoft Office
- Phone etiquette
- Critical thinking
- Active listening
- Problem resolution
- Computer proficiency
- Professional telephone demeanor
- De-escalation techniques
- Product sales
- Service standard compliance
Certification
Bartender License
Additional Information
I have excellent customer service skills and am very detail oriented., Strong work ethic and very dependable., Previous board member of the Parent Teacher Association for Saint Rosalia Academy., Organize fundraising events., Plan and purchase food and supplies for events., Communicate with vendors to secure donations.
Assessments
- Customer service, Proficient, 02/01/21
- Customer focus & orientation, Highly Proficient, 02/01/21
- Call center customer service, Proficient, 01/01/21
- Administrative assistant/receptionist, Proficient, 10/01/21
- Data entry: Attention to detail, Highly Proficient, 08/01/22
Timeline
Customer Service Representative
CVS
02.2023 - Current
Front Desk Manager
Spins Bowl Pittsburgh
11.2019 - 05.2023
Territory Supervisor
Hallmark
06.2015 - 12.2022
Sales and Service Associate
UNITED STATES POSTAL SERVICE
06.1994 - 06.2022
Associate of Applied Science - Business Management
Colorado Technical Universitym
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