Experience

Provo City

• United States
• Government Administration
• 200 - 300 Employee

• Customer Service Representative

  • Jan 2023 - Present

  ▪ Schedule service connects, disconnects, and initiate work orders for city residents using Avaya Cloud and Ring Central ▪ Promptly evaluate business license applications and ensure the presence of necessary documentation ▪ Continually monitor customer self-service request portal and delegate responsibility to requisite municipal departments ▪ Effectively de-escalate angry customers by utilizing reflective listening, validation and empathy ▪ Utilize Cayenta CIS, CityView and POB to resolve comprehensive customer issues ▪ Maintain a 98% accuracy rating for cash drawer balancing process. ▪ Optimize drawer reconciliation process by reducing average time from 30 minutes to nine Show less



Intermountain Farmers Association (IFA)

• United States
• Consumer Services
• 1 - 100 Employee

• Department Manager

  • Apr 2022 - Dec 2022

  ▪ Upheld corporate visual standards by ensuring displays, endcaps, and products were priced correctly and aligned with customer demands and seasonal changes ▪ Maintained inventory accuracy; proficient in cycle counting ▪ Provided excellent customer service; articulated clear solutions to customer questions and concerns ▪ Assisted with employee training and education ▪ Upheld corporate visual standards by ensuring displays, endcaps, and products were priced correctly and aligned with customer demands and seasonal changes ▪ Maintained inventory accuracy; proficient in cycle counting ▪ Provided excellent customer service; articulated clear solutions to customer questions and concerns ▪ Assisted with employee training and education



Second Nature Wilderness Family Therapy

• United States
• Mental Health Care
• 1 - 100 Employee

• Field Instructor

  • Sep 2016 - Apr 2022

  ▪ Developed staff through the use of in-person feedback, written evaluation, and collaboration with management ▪ Provided specific training on intervention and de-escalation techniques ▪ Empowered instructors to deliver consequences and offer feedback to students surrounding core issues and ineffective communication patterns ▪ Collaborated with group therapists to ensure the highest level of client care ▪ Created treatment plans to mitigate risk and ensure clients’ physical safety during inclement weather and wilderness exposure Show less