Customer Service Representative

Kathleen A. Gottschalk

Myrtle Beach, South Carolina 614-***-**** ********@*****.***

SUMMARY

More than 25 years of experience in Customer Service & Retail Support with recognized strengths in training and sales and in building customer satisfaction and loyalty through a genuine desire to connect and assist.

EDUCATION

High School Diploma Lansdale Catholic High School

SKILLS & EXPERTISE

Customer Service

• Successfully managed the customer service needs of 300 customers per day

• Ensured customer satisfaction through the probing of needs and by offering product education and additional services

• Worked in front checkout, returns and general customer service departments

• Responsible for cash flow and cash sales of up to $3,000 per day plus credit and debit sales

• Learned to expertly stock, face and display products to encourage impulse purchases

• Greeted customers and built personal relationships

Clerical:

• Receptionist/PBX operator

• Administrative Assistant

• Data entry

Sales:

• Handled daily data entry regarding sales per day

• Forecasted monthly quota of sales numbers based on previous years

• Set goals to maximize sales

Technical:

• Expert using POS, cash registers and office equipment

• Experienced Windows and MAC user

• Experienced using a variety of computer programs including MS Excel, MS Word, MS Publisher, MS Powerpoint

EMPLOYMENT HISTORY

Delivery Services

DoorDash

Pick up items such as food, groceries and deliver to customer’s residence in a timely manner. Star rating of 5 throughout my tenure.

Engagement Specialist Startek

In-bound call center customer service representative. Assisted customers with answers in regards to the ACT college testing exam.

Cashier Dollar Tree

• Perform cashier duties along with customer satisfaction. General upkeep of stock items and face products. Answer customer inquiries via phone/in person

Cashier/Ticket Sales. The Event Agency

• Maintained the front registers, served more than 200 customers per day. Managed open and close procedures along with a large cash flow, always ensuring precise end of day balancing. Fulfilled daily inventory requirements. Answered customer inquiries via phone/in-person.

Customer Service Representative/Call Center Aetna Inc

• Assisted Medicare members with their health insurance benefits and claims. Trained peers in billing procedures. Subject matter expert in new hire training classes. Problem solved issues that required personal time and attention in a timely manner. Met company metrics in a high-volume inbound call center. Some medical terminology

Cashier/Store Maintainer JC Penney

• Supervised and maintained the front registers, served more than 300 customers per day. Managed a large cash flow always ensuring precise end of day balancing.

Service Coordinator/Receptionist Fireside Hearth & Home

• Received clients inquiries via phone on installations and service of fireplaces in new construction. Handled scheduling of installations and sales data spreadsheets through MS Excel programming. Procurement of inventory to ensure scheduling needs. Worked in Sales for six months and as Service Tech for one year.

References available upon request.

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