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- 1. Gloria B. Goethals 1656 Chestnut Stump Road Lafollette, TN 37766 night_glori@yahoo.com 423-871-0914 OVERVIEW I have experience as a Guest Service Leader (Supervisor) with 1 year in specific role and well over 12 years experience in varies customer service positions. I have over 11 years experience in a Distribution Center (Warehouse setting); specifically operating Power Equipment, Order Filling and Shipping/Receiving. I also have over 7 years experience in Health Care related fields as well as over 3 years experience in multiple administrative roles; more specifically, working as a Lab assistant and Secretary in a hospital. I have experience performing advanced office duties and tutoring in the learning lab at the college I attended. Lastly, I have a small amount of experience as an Assistant Branch Manager of a Financial Institution; concentrating mostly on collections. Through these various working environments, I have developed exceptional customer-relation and decision-making skills, a strong work ethic, professional demeanor and great initiative. I have always got along very well with people from all walks of life. I enjoy working and interacting with people. Specialties: Leadership, Customer Service, Computer Software Applications, Retail, Logistics, Distribution and Warehouse Productivity, English, Writing, Communication, Health Care SKILLS OVERVIEW Supervision Administrative support Employee training and development Filing and data archiving Internet Research Microsoft Office Suite Fork-lift operation Distribution, shipping & receiving Organizational Skills Telephone Skills Computer Proficiency Internet marketing Superior communication skills Quick problem solver General housekeeping ability Software: Bluecube Storepoint Larson Citrix AS4000 Sunquest Microsoft ( Proficient ) PowerPoint Office Excel Access
- 2. ACOMPLISHMENT HIGHLIGHTS In 2014, promoted from cashier to Team Leader at Pilot in less than 1 year of service. Earned AA Degree in 2009. From 1998 to 2010, worked during Wal*Mart's largest growth period, key team member in the expansion of DC 6020 and the opening of DC7035 in 2006. Attended college while working full-time, maintaining a GPA of 3.8. In 2000, started successful Great Dane Rescue, "Calm Palms Great Danes. In 2006, began undertaking small business ownership by starting up a residential cleaning business, "Luminous Cleaning" in Spring Hill, Florida until moving to TN in 2011. In 2013, turned a hobby raising chickens into a small business. I taught myself to incubate and hatch eggs, starting an operation called, Jade Valley Farms, in which I sold chicks and farm fresh eggs. I am now concentrating on moving up in management. PROFESSIONAL EXPERIENCE/ EMPLOYMENT HISTORY June 6 2015 August 19, 2015- Assistant Branch Manager Credit Central, Jacksboro, TN Handling telephone collections on past due accounts Monitoring loan volume to ensure daily goals are meet Field calling seriously delinquent Customers to reestablish communication Monitoring and ensuring goals are meet on collection of slow paying accounts Use of Compass software Solicitation Leading and attending scheduled training programs Helping with Customer service Resolving Customer complaints Greeting customers entering establishment Maintaining clean and orderly office Receive and process payment by cash, check, or money order Cross-trained and provided back-up for other customer service representatives when needed Expressed appreciation and invited customers to return to the office May 2013 June 6 2015- Supervisor/ GSL3 (Guest Service Leader), Cashier PILOT FLYING J, Pioneer, TN Handling staff scheduling Monitoring teams performance to ensure they meet daily goals, verifying individual performance and coaching team members to improve performance Motivating team members
- 3. Leading and attending scheduled training programs Reporting team development and activities to TCGM or human resources; assisting in hiring and promoting team members Helping with customer service Resolving Customer complaints Greet customers entering establishments. Issue receipts, refunds, credits, or change due to customers. Maintain clean and orderly checkout area. Receive and process payment by cash, check, credit cards, vouchers, or automatic debits. Cash checks for customers. CAT Scale certified operator Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Use of Bluecube scheduling system Storepoint Cross-trained and provided back-up for other customer service representatives when needed. Expressed appreciation and invited customers to return to the store. Processed and issued money orders November 2012 to May 2013- HHA HHHA-Around the Clock Care, Knoxville, TN Read and recorded temperature, pulse, respiration and pain level. Observed and documented patient status and reported patient complaints to the case manager. Maintain records of patient care, condition, progress, and problems in order to report and discuss observations with a supervisor or case manager. Provide patients with help moving in and out of beds, baths, wheelchairs or automobiles, and with dressing and grooming. Cleaned and organized patients living quarters. Performed household tasks such as laundry, dusting, washing dishes and vacuuming. Participated in the maintenance of safe conditions within the patient's home and other related areas. June 2011 August 2012 - LAB AIDE/SECRETARY BLOUNT MEMORIAL HOSPITAL, Maryville, TN Prepare and manage correspondence, reports and documents. Confirm and accurately order diagnostic testing using multiple operating systems. Handle incoming mail and other material set up and maintain filing systems. Operate office equipment. Completed and submitted clinical documentation in accordance with agency guidelines Support duties for diagnostic procedures Kept facility stocked with necessary supplies, equipment and instruments. Maintained a clean, orderly and well-stocked environment.
- 4. Computed, recorded, and proofread data, records and reports. Reconciled and reported discrepancies found in records. Communicated with patients, employees and other individuals to answer questions and explain information. Proficient use of multi-line phone system Greeted and checked in outpatients June 2010 to April 2011- HHA HORIZON HOME HEALTH CARE, Spring hill, FL(Tri-County Area) Read and recorded temperature, pulse, respiration and pain level. Observed and documented patient status and reported patient complaints to the case manager. Maintain records of patient care, condition, progress, and problems in order to report and discuss observations with a supervisor or case manager. Cleaned and organized patients living quarters. Performed household tasks such as laundry, dusting, washing dishes and vacuuming. Tended to patients with chronic illnesses. Participated in the maintenance of safe conditions within the patient's home and other related areas. February 2006 August 2009 - Owner/Manager LUMINOUS CLEANING, Spring Hill, FL Reported and consolidated company financial performance. Calculated, prepared, and issued bills, invoices and account statements according to established procedures. Complied with federal, state and company policies, procedures and regulations. Performed bookkeeping activities. Developed rapport with the customer base by providing excellent service with professionalism. September 01, 1998 April 16, 2010 - Fid Processor, Orderfiller WAL-MART DISTRIBUTION CENTER, Brooksville, FL OSHA certified and trained to safely operate Crown motorized power equipment from 1999-2010. Professional behavior and ethics. Punctual. Followed safe work practices. Received multiple awards for exceeding production goals. Maintained sense of urgency throughout 12 hour work day completing tasks on schedule. Use of Microsoft Excel and Access software to research purchase orders. Loaded and unloaded trailers using multiple varieties of power equipment.
- 5. Crossed trained successfully in nearly every department in the facility. Successfully became T3 area trainer for FID in Oct/2000. Nominated back-up risk control member for excellent safety record Helped with expansion of DC 6020 and the opening of DC 7035. Prevented warehouse losses using awareness, attention to detail and integrity. Resolved product issues and shared benefits of new technology. Worked under strict deadlines. August 1997 September 1998- Crew Member, Cashier, Cook Wendys, New Port Richey, FL Clean and prepare the work area, clean the cooking surfaces and utensils, and make sure that the supply inventory is well stocked. Cook batches of pre-ordered food including hamburgers, fried chicken, etc. and make sure that it is kept warm until sold Maintain the cleanliness at workstation at all times and implement health and food safety standards. Count money in cash drawer. June 1994 July 1997- Cashier WINN DIXIE, Hudson, FL Greet customers entering establishments. Issue receipts, refunds, credits, or change due to customers. Maintain clean and orderly checkout areas. Offer customers carry-out service at the completion of transactions. Receive payment by cash, check, credit cards, vouchers, or automatic debits. Cash checks for customers. Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Cross-trained and provided back-up for other customer service representatives when needed. Expressed appreciation and invited customers to return to the store. Guaranteed positive customer experiences and resolved all customer complaints. Processed and issued money orders for customers. Nominated "FAVORITE CASHIER" for 2 years in a row(1995-1996).
- 6. EDUCATION Associate in Arts May 2009 Pasco Hernando Community College - New Port Richey, Fl General Education Emphasis on Social Studies and Science Micro-Computer Applications Medical Terminology Member of Psi Beta(The National Honors Society in Phychology) Member of Phi Theta Kappa(International Honors Society) 3.8 GPA President's List Academic Achievement Award Worked in Learning Lab as Student Assistant/Tutor Spring 2008 Term
- 7. REFERENCES Shane Heidt (2 years known-Primary cashier at PFJ on overnights and personal friend) Oneida, TN 423-539-0508 Misty Tinnel (2 years known- GSL-3 and Deli Supervisor at PFJ) Jackboro, TN 865-585-8989 Penny Kiezer (3 years known- Former Laboratory Supervisor, Blount Memorial) Maryville, TN 865-977-5595 Michael Thompson (10 years known- Former Luminous Cleaning Client, Landlord) Spring Hill, Florida 727-808-0932 Randy Brown (18 years- Former Wal*Mart associate obtained job based on my recommendation) Grille 54 Cook New Port Richey, FL 34654 (727)808-2606 Tayna Lilly (22 years known- Personal Friend and former Manager and Webmaster at Luminous Cleaning) Ballroom Highlights, Inc President Sarasota, FL 34233 (941)955-2224