Customer Service Quality Assurance
Resume:
KRISTINE MORGAN-ROEHRICH
**** ***** **. *** ******, WI 54701
PHONE: 715-***-**** EMAIL: ******@*********.***
Professional Traits
Diversified experience and success in management and customer service
roles. Proven ability to understand customer needs and provide exemplary
support with quick resolutions. Effectively prioritize workload.
Written, verbal, and interpersonal communication skills. Motivated,
enthusiastic, well organized and detail oriented with the ability to
adapt to rapidly changing situations.
Career History
ADALAR FLORAL, Eau Claire, WI
2004-Present
An eco-friendly floral and gift shop.
Owner/Operator
. Responsible for sales, marketing, customer service, inventory, budget,
payroll, and vendor relations. Established a loyal business and strong
community presence with costumers and businesses. Ensured the on-time
preparation and delivery of large orders for weddings & funerals.
Secured numerous accounts with local companies. Has a strong presence in
the community. Provided needs assessment, developed proposals and closed
sales with a high degree of success. Created and launched effective
advertising campaigns and sales presentations. Generated extensive
business through word-of-mouth advertising and business referrals.
AMERICAN GIRL INC., Eau Claire, WI 1997-
2004
A subsidiary of Mattel, the world's leading toy maker, American Girl is one
of the nation's top direct marketers, children's publishers, and
experiential retailer.
Customer Service Seasonal Supervisor
2000-2004
Customer Service Seasonal Supervisory Support Team 1998-2000
Customer Service Associate (1997-1998)
. Responsible for the support, supervision, and coaching of 14-50 direct
reports plus an additional 35-200 indirect seasonal reports. Provided
support for multiple brands within Mattel organization. Ensured
efficient, friendly, and knowledgeable assistance to our customers and
staff.
. Acted as primary troubleshooter to ensure that all staff, systems, and
procedures consistently operated efficiently and productively to achieve
superior service levels.
. Handled customer calls, faxes, emails, and correspondence and made
decisions concerning order adjustments, billing inquiries, product/policy
questions, returns, and lost/damaged packages.
. Edited and proofread KANA emails for correct information, spelling,
sentence structure, and grammar. Composed emails responses in a
professional and timely manner.
. Managed performance and development of staff by providing regular
performance feedback, identifying and addressing individual performance
issues, writing and conducting performance evaluations, performing
quality assurance audits, coaching staff to polish and develop skills.
. Assisted in the smooth operation of the department by maintaining daily
reports and assigning projects to staff.
. Facilitated several training classes to staff including SST Training and
Safety Training and Quality Assurance Audit Training.
KRISTINE MORGAN-ROEHRICH
1315 EMERY ST. EAU CLAIRE, WI 54701
PHONE: 715-***-**** EMAIL: ******@*********.***
EDUCATION
International Fine Arts College Miami, Florida
Associate Degree in Business
ADDITIONAL TRAINING
2007- 2009: Women's Business Conference:
2004- 2010: Floral Trade Shows
2004: Thunderbolt Thinking: Building an Innovative Workplace
2004: Word Tables
2004: Excel Page Layout
2003: Intermediate Excel: Formulas and Functions
2004: Foundations of Leadership (Core Skills for Building
Commitment; Preparing
Others to Succeed: Guiding Conflict Resolutions;
Helping Others Adapt to
Change; Facilitation Improved Performance)
2002: Supporting Others
2003: Coaching From the Heart
PROFESSIONAL AFFILIATIONS
Junior League of Eau Claire, WI
VOLUNTEER EXPERIENCE
Relay for Life Team Captain
AWARDS, FELLOWSHIPS, GRANTS
Teleflora's Favorite Mom "Wisconsin"
PUBLICATIONS
"Seeing The World Through Rose Colored Glasses" Juliette Wedding Guide
http://julietteweddingguide.com/wp-content/uploads/2009/08/AdalarFloral.pdf
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