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Manager Customer Service

Knoxville, Tennessee, United States
July 24, 2018

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Kathryn G. Roy

**** **** ***** ***, *********, TN 37931, 865-***-****,

Personal Profile

Dedicated and highly-motivated individual with a notable background and a systematic understanding of practical actions in hurried, service-driven environments

Recognized for being imaginative, adaptable, and self-sufficient with the ability to meet demanding goals through excellent troubleshooting and problem solving skills

Industrious, determined and devoted to excellence in all activities with the ability to consistently create a positive working environment and enthusiasm for projects

Nonprofit/Volunteer Service

Tremendously involved with the PTSA at the Cedar Bluff Schools

Served as past-President on the executive committee 2010-2011 and represented Cedar Bluff Schools on the Knox County PTSA board

Served as Events Coordinator on Knox County PTSA Board for 3 years

President of the PTSA for all Cedar Bluff Schools from 2008-2010

oDuring this time, the Cedar Bluff PTSA has earned numerous awards including Outstanding Local Unit for Knox County and the State of Tennessee

oCoordinated fundraising efforts raising in excess of $50,000

Fundraising for 2010 exceeded all previous years at over $30,000

oCollaborated efforts to begin a 5K Fun Run, also to assist in the raising money for the PTSA and the school

Vice President of the PTSA for Cedar Bluff Primary School (2007-2008)

Planning, organizing programs, exhibits and events to recruit association members.

Coordinated annual new member events.

Coordinated volunteer staffing for each fundraising event

Developed a confident and a business-like phone technique in contact donors and vendors to encourage participation and funding

Developed team building skills and the ability to guide others

Home Management Experience


oAssisted a business manager and three children in the scheduling of over 75,000 miles of transportation. Arranged travel, ticketing and necessary expenses.

oManaged finances and budgets developing an ability to do more with less time

oConflict Resolution Arbitrated personal, business and financial issues through effective interpersonal skills


oCoordinated two out-of-state relocations of the entire family. Managed moving services, vehicles and packing services

Budget & Purchasing

oManaged family finances, including budgeting, medical, dental, insurance, two home purchases, three automobile purchases, expenses and taxes

oDeveloped a refined understanding of priority allocation of financial resources


Professional Experience

Front End Manager at Food City (December 2017-current)

Integral part of the day to day workings and operations of the customer experience from the moment they enter the store until they have completed their visit and purchases as well as behind the scenes duties and responsibilities which are crucial in a successful company.

Responsibilities included performing safe audits, till audits, checking all skimmers, pick up of larger bills for employee safety, loaning of monies to tills throughout the day, counting and bundling money, performing routine audits to determine where any counts were off and remedying the problem. Customer Service duties such as processing returns, Issuing Money Orders, Western Union transactions, Lottery sales and Cash ins, Assisting Customers around the store and locating items or helping them out with items.

Responsible for interaction and overseeing all Cashiers, Baggers, and Courtesy Clerks to keep them on task and eliminate customer wait times, making sure breaks and lunches were taken as scheduled to uphold Child Labor Laws and Company Policies, training new associates and assisting all associates on register issues and the checkout process, voiding any duplicate or incorrect charges, performing WIC transactions and the sale of alcohol where associates weren’t certified. Manned the self check out at times and logged onto a register as needed to keep lines moving.

Other duties included assigning jobs daily to associates such as gathering carts from outside lot, cleaning areas of the store, trash pick-up, front and back lining and straightening of the front wall and lane merchandise, keeping bags and register tape stocked and available. Always being upbeat and positive and upbeat to keep morale high and customers satisfied and happy.

Gulf Park Pool (April 2011-September 2011)

Pool Manager for a Neighborhood and Community Pool – responsible for opening preparations, hiring all lifeguards and concessions workers, planning family pool wide events, scheduling and booking birthday and other parties, overseeing swim meets set up and scheduling lifeguards as well as tear down and clean up, working with members and pool board to manage membership sign up and rules and maintain that rules were enforced and followed.

Responsible for maintaining the pool grounds and maintenance of the pool, including purchasing all chemicals including daily treatment and cleaning of the pool, purchasing and transporting concession supplies as well as maintaining and overseeing the daily sign in roster of members and visitors and answering phone, being the main contact person for all pool activities and maintenance and supplying pool membership information to potential members.

Responsible for making and scheduling all lifeguards and concession workers to ensure that all shifts were staffed and the safety of the members was overseen, daily opening and closing of the pool along with collecting visitor fees and counting and recording concession sales and money collected.

Responsible for getting all funds and paperwork to the accountant/bookkeeper for deposits and keeping time sheets recorded and turned in for employees pay.

Responsible for the end of summer closing of the pool, storing all equipment and cleaning and draining the pool, the concession stand, tennis courts, volleyball court and other general end of summer closing.

West End Preschool and Kindergarten (2001-2004)

Lead teacher for 3 Year olds preschool class - responsible for preparing lesson plans, working with an assistant teacher, implementing all activities and overseeing all areas of play and instruction within the classroom.

Worked and assisted with the aftercare program

Colonial Insurance Company (1994)

Customer Service Representative – Responsible for dealing with policyholders on a daily basis, inputting information into the system, handling phone calls,

Agent Services Representative – Acted as the contact person between the company and all Insurance agents, responsible for the setting up of all new agents and reviewing each agent’s financial statements and processing checks and mailing of all information to the agents. Responsible for processing all information to be input into the computer system.

Peninsula Hospital

Marketing / Public Relations – Responsibilities included obtaining quotes in the areas of advertising, making phone calls, processing paperwork, arranging speakers for various events, traveling to and working trade shows to provide information about the facility and the services that were offered.

Worked closely with the counselors within the facility and helping with speaking engagements.


David Lipscomb College – Nashville, Tennessee

BS, Health and Physical Education, 1988

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