Kelli L. Souders

Elyria, OH *****

Phone: 440-***-****

Email: acggkp@r.postjobfree.com

CAREER OVERVIEW

Dedicated Customer Service Representative motivated to maintain customer

satisfaction and contribute to company success. Highly enthusiastic and

customer focused with 3 years client experience for a national automotive

company. Additional experience for other brands as well.

CORE STRENGTHS

. Strong organizational skills

. Sharp problem solver

. Energetic work attitude

. Inventory control familiarity

. Time Management

. Prioritization

. Multi-Task Management

. Adaptive team player

. Top performer

. Seasoned in conflict resolution

. Active listening skills

. Courteous demeanor

ACCOMPLISHMENTS

. Worked with company systems such as Sales Force and diligently

completed all assigned tasks on time, if not sooner.

. Have exceeded corporate targets for multiple KPIs on consistent

basis for customer satisfaction. Including quality of calls to

customers, customer satisfaction surveys and number of days it

takes to receive, review and complete a task for the client.

. Researched, calmed and rapidly resolved customer conflicts to the

best of my ability to retain life long customers of the brand.

. Promoted from crew member to GM within 2 years.

WORK EXPERIENCE

TeleTech Amherst, OH

Nissan North America- Regional Consumer Affairs Specialist November 2011-

October 2014

. Built customer loyalty by placing follow-up calls for customers who

reported product, location concerns or possibly seeking financial

assistance.

. Provided accurate and appropriate information in response to

customer inquiries.

. Given feedback and provided back-up assistance for other customer

service representatives when needed.

. Have been ranked as one most effective department representatives

in the local region out of 50+ representatives.

. Expressed appreciation for being loyal to the brand.

. Interacted with customers, dealers and regional departments to

follow-up on shipping statuses and expedited orders.

. Promptly responded to general inquiries from regional, staff, and

clients via phone, e-mail and fax.

. Assisted customers with dealer and product complaints.

Arby's Restaurant Avon, OH

Assistant Manager December 2008-November 2011

. Maintained up-to-date knowledge of store policies.

. Organized weekly sales reports to track product success.

. Trained 5+ new employees quarterly.

. Communicated clearly and positively with co-workers and other

management.

. Computed accurate sales prices for purchase transactions.

. Performed cashier, product assistance, inventory, scheduling,

cleaning and other management duties.

. Generated sales and inventory reports.

. Guaranteed positive customer experiences and resolved all customer

complaints.

. Compiled weekly reports and records.

. Maintained adequate cash supply in cash drawers in multiple

checkout stations.

. Stocked and organized all received orders on weekly basis

. Managed cash stock and accurately logged inventory balances on a

daily, weekly and monthly basis.

Kiddie Kollege Avon, OH

Infant/Toddler and Assistant Administrator November 2007-May 2009

. Employed a variety of materials for children to explore and

manipulate in learning activities and imaginative play.

. Carefully monitored children's play activities.

. Offered detailed daily reports that outlined each child's

activities.

. Created and implemented a developmentally appropriate curriculum.

. Recorded and submitted county voucher paperwork

. Took full inventory and did ordering of supplies

Vito's Pizza Toledo, OH

Assistant Manager/General Manager February 2005-August 2007

. Promoted from crew member to assistant manger to GM within 2 years.

. Successfully managed the activities of 15-20 team members.

. Improved service quality and increased sales by developing a strong

knowledge of company's products.

. Interviewed, hired and trained new quality customer service

representatives.

. Addressed negative customer feedback immediately.

. Took necessary steps to meet customer needs and effectively resolve

food or service issues.

. Communicated clearly and positively with co-workers and other

management.

. Resolved guest complaints promptly and professionally.

. Mastered Point of Sale (POS) computer system.

. Followed all established restaurant practices and procedures.

. Took initiative to find extra tasks when scheduled duties were

completed.

. Assisted with daily, weekly and monthly inventory control and

weekly stock ordering.

EDUCATION

Fremont Ross High High School Diploma 2002

University of Toledo Early Childhood Education Courses

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