Mark Falsetti
Sheldon
Summary
Dynamic customer service professional with extensive experience at Walgreens, Inc., excelling in problem-solving and time management. Proven track record of enhancing customer satisfaction through attentive listening and effective issue resolution. Skilled in cash handling and data entry, consistently achieving operational goals while fostering team collaboration and a positive shopping experience.
Overview
11
11
years of professional experience
Work History
Front Desk Receptionist
Days Inn and Suites
10.2025 - 12.2025
- Greeted guests and managed check-in/check-out processes efficiently.
- Handled guest inquiries and resolved issues promptly, enhancing customer satisfaction.
- Maintained accurate records of reservations and cancellations using hotel management software.
- Processed payments and provided financial reports to ensure accurate billing procedures.
- Collaborated with housekeeping to ensure timely room readiness for incoming guests.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
Customer Service Associate
Walgreens, Inc.
04.2024 - 08.2025
- Assisted customers with product inquiries and transactions, ensuring a positive shopping experience.
- Processed returns and exchanges efficiently, adhering to company policies and procedures.
- Maintained knowledge of current promotions and sales to provide accurate information to customers.
- Resolved customer complaints promptly, enhancing overall satisfaction and loyalty.
- Collaborated with team members to achieve daily operational goals and improve service delivery.
- Educated customers on store policies, services, and loyalty programs to drive engagement.
- Supported training of new associates by sharing best practices in customer service techniques.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
Customer Service Associate
Walgreens, Inc.
01.2021 - 03.2024
- Utilized point-of-sale systems for accurate transaction processing and inventory management.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Customer Service Associate
Walgreens, Inc.
11.2014 - 12.2020
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
- Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
- Assisted customers in navigating company's products and services, enhancing their overall experience.
- Trained new associates in customer service protocols, elevating overall team's performance.
Education
Associate of Science - Business Administration
George Mason University
Fairfax, VASkills
- Customer service
- Attention to detail
- Time management
- Listening skills
- Cash handling
- Data entry
- Problem-solving skills
- Team collaboration
- Verbal and written communication
- Administrative skills
- Office organization
- Oral and writing communication
- Hospitality services
Timeline
Front Desk Receptionist
Days Inn and Suites
10.2025 - 12.2025
Customer Service Associate
Walgreens, Inc.
04.2024 - 08.2025
Customer Service Associate
Walgreens, Inc.
01.2021 - 03.2024
Customer Service Associate
Walgreens, Inc.
11.2014 - 12.2020
Associate of Science - Business Administration
George Mason University