Customer service
Resume:
Kirbi L Day
*******@*****.***
Westminster, MD 21157
Summary
Motivated Customer Service Representative with talent for coordinating guest services.
Proactive with history of managing multiple tasks in various areas with specialties in conflict
resolution, team coordination and customer support. Highly organized, detail-oriented and
thrives in a fast-paced, intense environment.
Skills
Inventory oversight, Listening skills, Administrative skills, Marketing, Credit and cash payments,
Safety and security procedures, Shipping and receiving, understanding Quality control, Retail
Sales, customer service, Stockroom procedures, Merchandise, restocking, Product Knowledge,
Security monitoring, Customer assistance, Loss prevention, Training and mentoring, Returns and
Exchanges, Issue and conflict resolution, Conflict resolution, Organization Training & development, Troubleshooting, Multitasking, Relationship building, Teambuilding, Customer service, Capital improvement planning, among many more.
Experience
Walmart, Inc
Sykesville, MD
Online Grocery Pickup 11/24 – Present
Shop for online groceries items in a prompt matter with speed and accuracy with attention to detail is highly and strictly important. Provide small customer service, when possible, to ensure orders are still met by time. Use the handheld device and printer for scan in, look up in inventory or scan out of stock items inside the digital shopping apps. Ability to lift and stage totes to the correct places ie Delivery in the Delivery zone and pick up in the pickup area.
Automotive Sales Associate 10/2022- 11/24
10/2023 - present
Answers telephone calls in a professional manner and refers callers to the appropriate
personnel. Besides freight, maintain displays on the sales floor for seasonal or promotion.
Evaluates retail customer needs and makes product/service recommendations accordingly.
Assist with appointment setting and signing in appointments for technicians. Cash/credit
handling at the register.
Express Care Family Medicine
Mount Airy, MD
Front Desk Agent 08/2022 - 09/2022
Handled payment processing and provided customers with receipts and proper bills and
change. Welcomed patrons to the front desk and engaged in friendly conversations while
conducting the check-in process. Completed end-of-day reporting and balanced registers to
maintain financial accuracy. Answered telephones and greeted visitors to help, answer questions and direct. Received incoming calls and coordinated with staff to fulfill customer
requests. Enhanced guest satisfaction by answering inquiries about business operations and
policies, resolving concerns and developing creative solutions to guest concerns.
Southwest Airlines
Hanover, MD Customer Service Agent 05/2022 - 08/2022
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Utilized active listening and communication skills to address customer inquiries and escalate
issues to supervisor. Asked probing questions to determine service needs and accurately input
information into electronic systems. Suggested suitable options for unavailable products and
services to retain customers. Promoted high customer satisfaction by resolving problems with
knowledgeable and friendly service. Remained calm and professional in stressful circumstances
and effectively diffused tense situations. De-escalated problematic customer concerns,
maintaining calm, friendly demeanor. Completed order transactions and generated travel
documentation and detailed itineraries. Searched for and located available seats, cabins and
flights for passengers. Gave public address announcements regarding vehicle and aircraft
arrivals and departures. Greeted crew members, flight attendants and passengers. Responded
politely to passenger complaints regarding ticketing and baggage handling. Processed various
forms of payment and applied travel vouchers to help customers obtain tickets.
Wal-Mart Supercenter
Hampstead, MD
Service Writer 07-13 - 11/2017
Automotive Department Manager 11/2017 – 05-22
07/2013 - 05/2022
Monitored worker skills and training to correctly delegate assignments for maximum
performance. Assigned and scheduled work of auto service staff handling 30+ vehicles per
day. Implemented processes to improve customer satisfaction and retention. Developed sales
strategies to successfully increase per-customer revenue by as much as 50%. Delegated work to
staff, setting priorities and goals. Remained calm and professional in stressful circumstances and
effectively diffused tense situations. Completed thorough opening, closing and shift change
functions to maintain operational standards each day. Coached staff on strategies to enhance
performance and improve customer relations. Provided leadership, insight and mentoring to
newly hired employees to supply knowledge of various company programs. Recruited and
trained new employees to meet job requirements. Developed and mentored team members to
provide hospitable, professional service while adhering to established service
models. Coordinated work of 12 employees by offering clear direction and motivational
leadership. Reviewed completed work to verify consistency, quality and conformance. Assessed
current procedures and implemented improvements, boosting productivity 85%.
Piney Run Park
Sykesville, MD
Maintenance 04/2012 - 05/2013
Identified problems during daily work inspections and addressed concerns. Performed tasks to
maintain on-site physical security, safety and efficiency. Notified management about necessary
repairs or professional service needs for building operating systems. Followed correct
procedures for handling, transporting and disposing of new and recycled materials. Removed
snow from sidewalks, driveways and parking areas. Operated hand tools and power tools to
make minor maintenance repairs and maintain grounds and walks. Maintained clear and safe
workspace areas to meet OSHA standards. Performed in-depth cleaning of all areas to remove
dust and debris.
Boscov’s
Westminster, MD
Sales Representative
10/2008 - 09/2011
Fostered relationships with customers to expand customer base and retain business. Improved
overall customer purchasing experiences to promote steady revenue. Answered product
questions with up-to-date knowledge of sales and promotions. Created and implemented store
displays, promoting sales and growth. Collected payments and provided accurate change.
Engage positively with each customer, providing professional and polite support for sales and
service needs. Answered customer questions, shared product knowledge and researched
pricing and availability. Completed daily recovery tasks to keep areas clean and neat for
maximum productivity. Interacted with customers to understand particular needs and identify
products and services best suited to helping in achieving goals. Helped customers find specific
products, answered questions and offered product advice. Stayed up to date on company
products and services to support sales objectives. Listened to customers to understand needs
and refer to optimal services. Answered customers' questions and addressed problems and
complaints in person and via phone. Trained new team members in cash register operation,
stock procedures and customer services. Arranged new merchandise with signage and
appealing displays to encourage customer sales and move overstock items. Communicated
effectively with clientele to maintain customer satisfaction and loyalty. Maintained high feedback
ratings from customers by responding quickly to questions and problems. Collaborated with
other sales team members to share selling strategies and gain new insights.
Education and Training
South Carroll High School
Sykesville, MD
High School Diploma
06/2002
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