Sales Customer Service

Kaitlin Henise

Willow Street, PA

*************@*****.*** - 717-***-****

WORK EXPERIENCE

Personal Care Attendant

Freelance - Willow Street, PA - December 2012 to Present

• Assist with toileting.

• Range of motion (ROM) and muscle strengthening exercises to maintain an optimal level of functioning

• Dressing/undressing.

• Bathing, grooming and hair washing necessary for personal hygiene

• Turning and positioning.

• Assistance with medications per direction of doctor.

• Accompanying to medical and all other necessary appointments.

• Preparing three healthy meals each day.

• Appropriate reporting of any changes in person’s status.

Freelance Web Designer

Doubl3 Designs - Willow Street, PA - September 2008 to Present

Meets with clients to discuss the layout and organization of their website, the types of colors or images to use

(photos, illustrations, videos, etc.), and other matters concerning overall graphic design.

• Develops a graphic design that effectively communicates the ideas being promoted by the site.

• Collects all text documents and images that will appear on the page and converts them into a form in which

they can be viewed.

• Creates pages that can be used on any type of server and viewed on any browser.

• Optimizes each website for search engines.

• Languages that are utilized include HTML, XHTML, CSS, JavaScript, PHP and Flash.

• Programs that are utilized include Adobe Dreamweaver, Adobe Flash, Adobe Illustrator, Adobe Photoshop,

Adobe Lightroom, QuarkXPress, Microsoft Office (Word, Excel, PowerPoint, Access), Microsoft Outlook and

Lotus Notes.

Sales Support Representative

AT&T - Lancaster, PA - September 2012 to December 2012

Predominantly facilitates the front of store Customer Coordination process, welcome, and wait-time check in

process in conjunction with management.

• Facilitates the service experience in-store with Customer Support and other non-sales or quick sales related

issues.

• Functions as a customer experience advocate, seamlessly escalating all customer issues that require further

approval/troubleshooting.

• Utilizes employee communications to maintain knowledge on updates/troubleshooting.

• Assists with quick hit sales when needed.

• Works in a team environment with sales representatives and management to meet and exceed assigned

goals for overall customer experience and reputation.

• Participates with store management in role plays on a regular basis to demonstrate "what right looks like"

for service transactions and coordination flows.

• Tracks and follow up on unresolved customer issues.

• Utilizes numerous systems/applications to research and resolve customer concerns/escalations.

• Assists customers with product and service education when necessary for both in store and post transaction

customer support.

• Coordinates with management any customer credit/refund concerns.

• Inventory management - including counts, ordering, maintaining, receiving, returning, tracking and securing

equipment and supplies.

Cash Office Associate

Kmart - Willow Street, PA - July 2011 to November 2011

Cashed up tills daily to determine that counted cash balanced against the closed cash book report (generated

overnight).

• Noted any till discrepancies and informed the Store Manager if they could not be reconciled.

• Prepared till floats for the following day's trading when cashing up.

• Prepared bank deposits and orders.

• Conducted Safe checks to account for all money entering or leaving the cash office taking into account petty

cash debits, prepared banking deposits/orders, loose notes and change.

• Balanced tills by confirming the amounts that had actually been processed. Noted any cash shorts and over's.

• Ran trial safe balances to compare the cash taken with sales using the trial safe total, closed cash book

report and sales figures.

• Organized change for tills and recorded in the change order book and on the system.

• Carried out regular spot checks on each till per day.

• Ensured that petty cash issued was within operating guidelines, was recorded and signed.

• Accounted for all of the check cash bags at the end of the day using designated check form.

• Followed appropriate company policies regarding customer or staff theft.

• Restricted entry to the Cash office to designated personnel at all times.

Checkout Supervisor

Kmart - July 2011 to November 2011

Willow Street, Pennsylvania

• Determined work requirements and allocated duties to Checkout Operators.

• Conferred with managers to coordinate activities with other organizational units.

• Maintained attendance records and rosters.

• Explained and enforced safety regulations.

• Inspected the work of the unit and suggested improvements and changes.

• Conferred with workers to resolve grievances.

• Developed sales strategies and set targets for the team as a whole, according to company guidelines.

• Offered extensive support and guidance to managers in any disciplinary or dismissal action.

• Created a supportive working relationship with all employees.

• Provided a climate for motivation.

• Met with customers that had filed a complaint regarding the service they had received.

Interactive Media Intern

Online Publishers Inc - Columbia, PA - May 2007 to July 2007

Was responsible for design, site structure and daily maintenance of company's website.

• Tools utilized included Adobe Photoshop, Adobe Illustrator and Adobe Dreamweaver.

Crew Member

McDonalds - Lancaster, PA - January 2006 to December 2006

Greeted customers while offering exceptional customer service attention, took, assembled and presented food

orders, requested and received payments, operated the cash register.

• Maintained a clean working environment in accordance to company's sanitary standards including but not

limited to: sweeping and mopping floors, cleaning walls, tables, kitchen counters and service equipment.

Removing trash, tidying up restrooms and checking the parking lot.

• Assisted new crew members in learning new job skills.

• Cooked and prepared food for sale.

• Unloaded trucks and storage to refill freezer and work area.

• Checked equipment to ensure that it was in proper working order, letting the management team know if their

might be a problem.

• Assisted crew members in any area to ensure that the food was being prepared, packaged and delivered

to customers in a timely manner.

Rides Operator

Dutch Wonderland - Lancaster, PA - May 2005 to November 2005

Inspected riding devices for any malfunctions before opening to public.

• Identified and escalated any repairs to management promptly.

• Monitored and reported unsafe conditions to management promptly.

• Cleaned, refueled and maintained the riding devices.

• Provided assistance to patrons entering or exiting.

• Fastened safety devices for patrons or provided them with the directions for fastening devices.

• Operated mechanical riding devices and vehicles effectively.

• Controlled devices to start and stop within the allotted time.

• Maintained expertise knowledge in safety and operation of riding devices.

EDUCATION

Certificate in Design

Lancaster County Career and Technology Center - Mount Joy, PA

2007

High School Diploma

Penn Manor High School - Millersville, PA

2007

The Art Institute of Pittsburgh - Pittsburgh, PA

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