Customer Service Representative
Resume:
Samantha Kaplan
Chesapeake VA 23320
*****************@*****.***
Objective
My objective is to obtain a position in a positive and stimulating work environment where I can utilize my intelligence and interpersonal skills to increase the value and efficiency of a team-oriented company. Summary of Qualifications
Pronounced customer-oriented leadership skills & experience
Highly motivated people-person
Exceptional relationship building & customer service skills
Outstanding organizational skills
Substantial accounting experience & knowledge
High attention to detail and the ability to multitask efficiently without sacrificing quality of work Professional Experience
Pale Horse Coffee, Chesapeake VA
September 2021-Present
Head of Retail Operations
● Oversee retail operations of all PHC locations
● Manage store managers
● Be involved with recruiting, interviewing, hiring and training new employees
● Evaluating, training, and coaching the entire retail team
● Conducting regular meetings to motivate, educate and engage staff
● Review schedules for adequate weekly coverage
● Provide feedback and performance reviews for all employees
● Adhere to all HR policies and communicate them with the team
● Build a good supportive relationship with the other Department heads
● Communicate exceptionally both written and verbally
● Ensure excellent merchandising and visually outstanding products
● Ensure all staff are kept up to date on any change of procedure or new products
● Count, handle and audit cash drawers, take deposits to the bank and keep the safes fully stocked
● Observe safety and security procedures
● Open a brand new location in Chesapeake VA.
● Deputize for the COO in their absence
Harris Teeter, Chesapeake, VA
February 2020- September 2021
Assistant Customer Service Manager
● Provide unparalleled customer service to all customers
● Multi-task under pressure with distractions and proper prioritizing
● Conduct all accounting duties with no errors. Superior math and problem solving skills
● Hiring, scheduling, training and coaching all associates
● Manage and support up to 75 employees
● Order supplies and conduct business with all vendors relating to or hired by Harris Teeter
● In charge of technical/mechanical support, gifted at assessing and diagnosing problems
● Managed the front end of a grocery store during the 2020 COVID pandemic as an ‘essential employee’ during the 2020 COVID lockdown
Lawrence Memorial Hospital, Lawrence KS
September 2015-February 2016
Admissions Representative
● Provide Customer Service to new and returning patients
● Confidentially collected and documented patient demographic and insurance information
● Coordinated all hospital admission types: inpatient, outpatient, emergency and pre-admits
● Exceeded all metric standards
Verizon Wireless Retailer, Russell Cellular
November 2010 – July 2015
Salaried Store Manager
● Drove retail sales of cellular phones and other wireless services to the public in order to hits goals and bonuses
● Responsible for maintaining the store and handling cash, ordering supplies and merchandising
● Prescreened job applicants and conducted interviews, hired, trained, coached and reviewed the performance of all employees
● Provided necessary disciplinary action as well as improvement plans as needed to all employees
● Used creative marketing and community relations to increase sales and awareness
● Managed shift scheduling, days off requests, and time clock adjustments as necessary
● Acted as the liaison between our store and corporate to resolve various issues related to customers and promotions
Dynamite FX
April 2010 – August 2010
Marketing Director
● Managed and executed all Marketing and PR strategies for the company
● Maintained company social media presence
● Wrote newsletters, articles, brochure content, letters, etc. for the company
● Worked collaboratively with External Website Design Company and Marketing Coach to revamp and reposition the company for success
● Made outgoing phone calls to potential, current and previous clients to generate and maintain business relationships
● Attended Association meetings and networking events to meet and socialize with other event planning businesses. (ISES, NACE)
● Participated in the creative process of rebranding of the company including logo, website layout, brochure content, business cards, etc.
Dream Vacations
Jan. 2007 – Nov. 2009
Head Customer Service Representative/Manager of Condo Reservations
● Managed customer service issues
● Logged calls into ClientBase CRM Tool
● Worked with outside travel vendors
● Trained and managed new employees
● Generated sales and repeat business
Senior Sales Representative
● Maintained high level of customer service for all clients
● Greeted, interviewed, and qualified potential clients
● Assisted clients with all contracts and paperwork
● Achieved highest sales total in the company for 2008 References available upon request
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