Audrey St Francis
West Warren
Summary
Customer Service Advocate experienced in resolving issues and enhancing customer satisfaction through effective communication and problem-solving. Developed strategies for improved service quality and implemented effective conflict resolution techniques to enhance team performance and achieve high customer satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Service Advocate
Fallon Health
Worcester
03.2023 - Current
- Resolved customer issues through effective communication and problem-solving skills.
- Collaborated with team members to enhance service quality and streamline processes.
- Resolved escalated complaints, leading to increased customer satisfaction.
- Maintained knowledge of company policies and industry regulations effectively.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Followed up on customer inquiries not immediately resolved.
- Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
- Assisted management in developing strategies that directly improved customer satisfaction.
Supervisor
CVS Pharmacy
Webster
01.2018 - 12.2022
- Trained new staff on pharmacy procedures and customer service protocols to enhance service delivery.
- Assisted customers with prescription inquiries and medication information.
- Supervised daily operations to ensure smooth customer service and staff performance.
- Trained new employees on company policies and effective sales techniques.
- Monitored cash handling procedures for accuracy during transactions and reconciliations.
- Supervised daily operations of the store including opening and closing routines, inventory management and stocking shelves.
- Coordinated training for new employees on product knowledge, customer service, and cash handling to ensure consistency in service.
- Resolved customer complaints and addressed product and service issues to improve customer satisfaction.
Food Service Supervisor
Panera Bread
Webster
06.2014 - 11.2017
- Oversaw daily operations in fast-paced food service environment, ensuring smooth workflow and customer satisfaction.
- Trained and mentored team members on food safety standards.
- Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
- Analyzed customer feedback forms to pinpoint specific areas for enhancing quality and customer service.
Education
High School Diploma -
Bartlett High School
Webster, MA06.2015
Bachelor of Science in Nursing - Nursing
Chamberlain College of Nursing
Skills
- Customer relationship management
- Customer service
- Conflict resolution
- Process improvement
- Policy compliance
- Staff training
Timeline
Customer Service Advocate
Fallon Health
03.2023 - Current
Supervisor
CVS Pharmacy
01.2018 - 12.2022
Food Service Supervisor
Panera Bread
06.2014 - 11.2017
High School Diploma -
Bartlett High School
Bachelor of Science in Nursing - Nursing
Chamberlain College of Nursing