Customer Service Store Manager

Robyn Ruefer

*** ****** ***. *** * Davenport, IA 52803 563-***-****

Qualifications Summary

Highly personable Customer Service Professional with over 35 years of experience in working with seniors, customers, retail, clerical, and call-center operations through temp services and with Iowa One Call, TruGreen Lawn Care, Homeinstead Senior Care, and Good Samaritan Society Home Health.

Talent for identifying customer needs and presenting appropriate company product and service offerings.

Demonstrated ability to gain customer trust and provide excellent service.

Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer satisfaction ratings.

Expertise in resolving escalated customer issues.

Secured numerous compliments from Management and Customers for delivery of exceptional customer service.

Proficient with Microsoft Office, including Word, Excel, PowerPoint, Access, and Outlook

As a certified nursing assistant, my job has its ups and downs. It can be physically demanding at times with some unpleasant responsibilities, but my role also allows me to build strong relationships with customers and clients.

Professional Experience

Kwik Shop 08/22-1/23

Assistant Manager/MIT (Manager In Training) Duties accomplished were:

Responsible for assisting the Store Manager in the profitable and efficient operation of the assigned store. Assisted in directing all store activities for maximum sales results and superior customer service in pristine clean stores, under the guidelines of the company policies, mission, and all applicable laws. Able to efficiently manage all store responsibilities in the absence of the Store Manager.

Great Customer Service

Suggestive selling, setting up displays, Inventory, Stocking, Cleaning

Cash handling; working with deposits up to $10,000. Use of the Register and 10-key Calculator, Scheduling, Inventory and Paper Work

Holiday Retirement, Palmer Hills Senior Home 06/21-03/22

Office Manager/General Manager

Responsibilities include:

Answer incoming calls and greet walk in traffic in a polite profession manner, which may include Inquiry Intake of potential residents, general questions, family members and/or vendors

Making sure to direct/pass messages to the appropriate party

Account Receivable – conduct collections, send letters and make calls as needed to ensure AR balances are within company expectations

Payroll – ensure associates ADP records are accurate and timely to ensure payroll is processing accurate pay checks

Complete New Hire Paperwork for all new associates to community

Ensure accuracy and timely submission to Home Office for payroll & benefit purposes

Resident Relations – answer questions, provide back up support and assistance to the Enrichment Coordinator as needed

Suggest and drive resident, visitor, and guest participation in completing the survey questionnaire

Sales support – provide back up support to Assistant Manager on Tours and Leases

General Community Paperwork – responsible for mail, marketing packets, menus, print schedules,

Good Samaritan Society - Bettendorf, Ia 09/18 – 07/21

Caregiver/CNA

Responsibilities include:

Supervision for Safety

Companionship and Activities

Meal Preparation and clean up

Errands and incidental transportation

Light Housekeeping and laundry

Activities of daily living assistance including personal care

Vital Signs, Charting

Von Maur 05/18 – 09/18

E-Commerce Fulfillment Associate

Responsibilities include:

Processes and fulfills merchandise orders for the Von Maur website.

Pulls customer orders by utilizing company’s inventory system.

Gift Wrapping

Generates shipping labels for all packages

C.R. Angels 08/17 – 05/18

Caring Crossroads Home Care 12/16 – 08/17

Homeinstead Senior Care Mar/14 – Nov/16

CNA / Caregiver

Each job Responsibilities include:

Supervision for safety

Companionship and activities

Meal preparation and clean up

Errands and incidental transportation

Light housekeeping and laundry

Activities of daily living assistance including personal care

Vital signs

TruGreen Lawn Care Mar/12- March/14

Customer Service Representative.

Responsibilities include:

Answers inbound customer service calls with a warm and courteous greeting.

Resolves customer service concerns through the use of good listening skills, probing questions to determine root cause of the concern, and paraphrasing to check for understanding. Regularly seeks assistance to handle calls requiring extensive problem solving.

Uses agronomic knowledge/database to solve customer concerns. Use save training and current save offers to retain customers at every opportunity.

Maintains customer database through accurate and timely data entry. Updates may include customer contact information, service related updates, and financial data.

Identify opportunities and present additional services to existing customers based on customer needs and agronomic conditions.

Provides amicable resolution and reliable follow-up with the customer within the communicated timeframe.

Communicates customer impacting trends and/or ideas for improvement to manager.

Performs outbound calls to internal and external customers to schedule applications and/or service calls.

Iowa One Call – Davenport, IA Jan/09-Oct/09 and April/07-May/08

Customer Service Representative

Duties Accomplished were:

Recruited to provide top-notch service to both internal and external customers. Processed excavation ticket orders, answered questions, responded to concerns, and alleviated delicate situations with professionalism and sensitivity.

Achieved no less than a 97% score on all phone monitors throughout tenure.

First Presbyterian Church – Davenport, IA May/08-Jan/09

Office & Accounting Assistant

Duties accomplished were:

Assisted with data entry in Church Windows

Researched, collated, sorted, and organized information for special projects and campaigns as assigned

Assisted with the printing, folding, sorting and mailing of church materials – financial, publications, and correspondence

Filing and handling confidential information – financial and personal

Assisted with the accounting of the weekly church offering – counted, categorized, tabulated, and made deposit slips

Reviewed and processed invoices for entry in Accounts Payable System

Prepared and collated checks for signature with all support documents

Served as the Receptionist when needed

Served as backup for Administrative Assistant in his/her absence

Kwik Shop – Davenport, IA Feb-93-June06

Clerk/Back-up Assistant/Assistant Manager

Duties accomplished were:

Responsible for assisting the Store Manager in the profitable and efficient operation of the assigned store. Assisted in directing all store activities for maximum sales results and superior customer service in pristine clean stores, under the guidelines of the company policies, mission, and all applicable laws. Able to efficiently manage all store responsibilities in the absence of the Store Manager.

Great Customer Service

Suggestive selling, setting up displays, Inventory, Stocking, Cleaning

Cash handling; working with deposits up to $10,000. Use of the Register and 10-key Calculator, Scheduling, Inventory and Paper Work

EDUCATION AND TRAINING

Scott Community College, Bettendorf, IA Associate Degree in Liberal Arts GPA 2.8

Letter grade A received in all Public & Communications classes.

Graduated May 16th, 2011

SPECIAL SKILLS

Computer skills consist of:

Win 95 through Win 10

Lotus, Microsoft Word, Excel, Access, PowerPoint®, Outlook

Have worked in DOS Programs, and also some Quark Applications

Data Entry, typing 65 wpm-98% accuracy/10-key, 11,000 Strokes-2 Errors

Professional References: Will furnish upon request

Contact this candidate