Kassie Pavelka
San Antonio,TX
Summary
Engaging and patient customer service representative with 9+ years experience responding to customer inquires. Establishes success by listening to customer needs, following company policies, and working to find a resolution that benefits the company and the customer. In previous role conserved customer retention rate 45% above average and received 97% positive customer survey results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Conduit Global
02.2017 - Current
- Recommended new products and services to customers, depending on needs; generated 25+ new weekly sales leads.
- Solved over 300 weekly customer inquiries via phone and email, exceeding targets.
- Contributed to 9% overperformance of annual sales targets by maintaining policy and website understanding and using knowledge to answer more calls per hour.
- Directed 60+ daily customer calls, answered customer questions, clarified product offerings, and worked to resolve account issues.
- Resolved customer issues on first call using excellent listening skills, resulting in recordings being used by management as best practice training tool and achieving representative of Month Award 2 times.
- Maintained professional, friendly demeanor with customers at all times, receiving 130+ positive customer reviews.
- Established knowledge of protocols, answering customer inquiries, and reducing wait times by 7+ minutes.
Retail Sales Associate
Walmart
06.2014 - 02.2017
- Organized, stocked, and replenished, inventory with accuracy and efficiency, completing function 10% faster than average associate.
- Administered crowds of over 200 people during demanding sales events.
- Implemented 99% accurate product knowledge in high-volume retail store.
- Assisted 50+ daily customers with checkout, answering outstanding questions.
- Awarded employee of month in August 2016 and January 2017 for exceptional sales performance.
- Collaborated with 8 other cashiers, offering assistance to other teammates during busy times.
- Managed customer returns and encouraged customers to accept store credits, exceeding targets by 18%.
Restaurant Team Member
Taco Cabana
10.2011 - 01.2015
- Operated with accountability, missing 0 shifts and arriving on time for 100% of shifts.
- Maintained detailed knowledge on 170+ menu items, including caloric content, dietary restrictions, and cooking methods.
- Assisted management team with a menu re-structure to promote food items with the highest margin, resulting in an increase in sales of 13%.
- Trained 5 team members on best practices, and provided feedback to staff to improve customer satisfaction.
- Executed cash and card transactions, comparing 100% of receipt and transaction totals for accuracy.
Education
High School Diploma -
Bandera High School
Bandera, TX05.2014
Skills
- Multitasking And Prioritization
- Proficiency In Microsoft Office, Including Word, Excel, Outlook, And PowerPoint
- Empathic Listener And Compelling Speaker
- Analytical Thinking Skills
- Building Customer Trust And Loyalty
- CRM Software
- Upselling Products and Services
- Order and Refund Processing
- Account Management
- Multi-Line Phone Talent
- Quality Assurance Controls
Volunteer Experience
- Morningside Ministries Volunteer. Kept records on 153 patients for 2 years with 100% HIPAA compliance.
- Morningside Ministries Volunteer. Aided in the transition into assisted living; help with memory, loneliness, and depression through art therapy and fun, low-stress exercise activities.
- San Antonio Food Bank Volunteer. Cooked and served food for about 100 daily visitors each Wednesday.
- San Antonio Humane Society Volunteer. Cared for 100+ shelter animals awaiting adoption, including dogs, cats, birds, rabbits, and a lizard.
Certification
- Certified Customer Experience Professional (CXP)
- Customer Service Representative Certification (CSRC)
- Certified Customer Service Advisor (CSA)
- Customer Service And Sales Certification (CSSC)
Timeline
Customer Service Representative
Conduit Global
02.2017 - Current
Retail Sales Associate
Walmart
06.2014 - 02.2017
Restaurant Team Member
Taco Cabana
10.2011 - 01.2015
High School Diploma -
Bandera High School
- Certified Customer Experience Professional (CXP)
- Customer Service Representative Certification (CSRC)
- Certified Customer Service Advisor (CSA)
- Customer Service And Sales Certification (CSSC)
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