Destinee Ellison
Charlestown
Summary
Dynamic Customer Service Manager with a proven track record at Hobby Lobby, excelling in client engagement and complaint resolution. Leveraged critical thinking to reduce customer complaints significantly while mentoring staff. Proficient in cash management and adept at fostering teamwork, ensuring high levels of customer satisfaction and loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Hobby Lobby
05.2022 - 02.2025
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of cashiers, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
Package Delivery Driver
Amazon
02.2022 - 04.2024
- Delivered packages to customer doorsteps and business offices.
- Utilized GPS to plan delivery routes with focus on efficiency and deadline management.
- Maintained clean driving record and observed relevant traffic laws to reduce risks.
- Improved customer satisfaction by ensuring timely and accurate package deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Handled packages with care to prevent damage during transit, ensuring that all items arrived in the same condition as when they were initially picked up.
- Lifted, lowered, and carried packages typically weighing 60 pounds throughout regular course of delivery.
- Contributed to team success by effectively communicating with dispatchers, managers, and coworkers to address issues or concerns.
- Assessed customer drop-off locations to identify safest areas to leave packages, hiding packages behind pillars, beside furniture, or beneath doormats to prevent theft.
Machine Operator Technician
Mann and Hummel
10.2020 - 01.2022
- Operated machining equipment safely with team of operators.
- Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.
- Complied with company and OSHA safety rules and regulations.
- Achieved consistent product quality by performing regular quality checks and adjusting machine settings accordingly.
- Assisted in training new operators on proper machine usage, ensuring adherence to company standards and guidelines.
- Modified machine settings to accommodate different materials.
Solar Energy Consultant
Pink Energy
07.2019 - 09.2020
- Enhanced customer satisfaction by providing timely follow-ups and addressing concerns throughout the installation process.
- Educated clients on the benefits of solar energy, resulting in higher conversion rates from initial inquiries to closed deals.
- Collaborated with engineers, designers, and installers to ensure seamless project execution and delivery.
- Assisted clients in navigating local permitting processes and securing financing options for their projects.
- Evaluated site conditions and conducted thorough analyses to determine suitable solar panel configurations.
- Developed customized solar energy solutions for optimal efficiency and cost savings.
- Identified cost-saving measures for clients by recommending appropriate federal, state, or local incentives available for their projects.
- Contributed to company success by consistently meeting or exceeding sales targets.
- Maintained up-to-date knowledge of industry trends, regulations, and innovations through continuous professional development.
Emergency Communications Dispatcher
NiSource
05.2016 - 06.2019
- Received emergency calls related to gas leaks, explosions, or other gas related incidents.
- Monitored the gas distribution system for any anomalies or potential problems.
- Dispatched and coordinated with field technicians and emergency responders, to address emergencies.
- Gathered information from callers to analyze the situation, and determine the appropriate course of action.
- Communicated with the public on providing updates and instructions during emergencies.
- Followed established procedures and protocols for handling gas emergencies.
Education
High School Diploma -
Albert Gallatin High School
Smithfield, PA05-2016
Skills
- Client Engagement
- Critical Thinking Skills
- Microsoft Office Proficiency
- Customer Focused
- Effective Time Prioritization
- Cash Management
- Proficient in Resolving Complaints
- Exceptional telephone etiquette
Timeline
Customer Service Manager
Hobby Lobby
05.2022 - 02.2025
Package Delivery Driver
Amazon
02.2022 - 04.2024
Machine Operator Technician
Mann and Hummel
10.2020 - 01.2022
Solar Energy Consultant
Pink Energy
07.2019 - 09.2020
Emergency Communications Dispatcher
NiSource
05.2016 - 06.2019
High School Diploma -
Albert Gallatin High School
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