Caroline Kolenda
Nazareth,PA
Summary
Adaptable and detail-oriented professional with a background in customer service and sales. Demonstrates effective communication and time management skills, contributing to positive customer experiences and successful team collaboration.
Overview
12
12
years of professional experience
Work History
Crew Team Member
McDonald's
Easton, PA
09.2025 - 12.2025
- Delivered exceptional customer service in fast-paced dining environment.
- Maintained cleanliness and organization of workstations and dining areas.
- Handled cash register transactions accurately and responsibly.
- Collaborated with team to ensure timely service during peak hours.
- Followed safety and sanitation procedures to uphold health standards.
- Engaged with customers to address questions and provide menu information.
- Cleaned work areas regularly throughout shift.
- Operated cash register accurately and efficiently.
- Provided excellent customer service at all times.
- Collaborated with other crew members to complete tasks quickly and efficiently.
- Assisted customers with orders and inquiries.
- Greeted customers and cultivated positive experiences in line with company standards.
- Followed all safety regulations while operating machinery or handling chemicals.
- Monitored expiration dates of food products.
- Ensured that products are properly labeled before placing them on shelves.
- Resolved conflict according to company protocols.
- Inspected equipment for proper functioning prior to use.
- Served food quickly for positive guest experiences.
Sales Associate
Schoch's Sunoco
Stroudsburg, Pennsylvania
11.2019 - 11.2022
- Assisted customers with product selection and inquiries.
- Processed transactions quickly and accurately at the point of sale.
- Maintained clean and organized store displays to enhance customer experience.
- Stocked shelves and replenished inventory to ensure product availability.
- Collaborated with team members to ensure efficient store operations.
- Monitored expiration dates and rotated stock to reduce waste.
- Handled customer complaints professionally to resolve issues effectively.
- Trained new associates on store policies and procedures for smooth onboarding.
- Helped customers find specific products, answered questions, and offered product advice.
- Greeted customers and provided exceptional customer service.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Handled customer complaints in a professional manner.
- Answered incoming telephone calls to provide store, products and services information.
- Worked with fellow sales team members to achieve group targets.
- Assisted customers with product selection, sizing and styling.
- Maintained cleanliness of store environment including floors, windows, displays.
- Provided accurate information about products, prices and services.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained up-to-date knowledge of store merchandise and policies.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Processed transactions using a point-of-sale system.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Used technology resources to assist customers in locating and selecting items.
- Demonstrated product features and benefits for customers' needs.
- Upsold additional items based on customer interests and needs.
- Developed promotional strategies to increase sales volume.
- Adapted sales strategies based on customer interactions and feedback to improve results.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Described merchandise and explained use, operation and care.
- Bagged or packaged purchases and wrapped gifts.
Sales Associate
7-11 Convenience Store
Nazareth, Pennsylvania
06.2017 - 11.2019
- Assisted customers with product selection and inquiries.
- Processed transactions quickly and accurately at the point of sale.
- Maintained clean and organized store displays to enhance customer experience.
- Stocked shelves and replenished inventory to ensure product availability.
- Collaborated with team members to ensure efficient store operations.
- Monitored expiration dates and rotated stock to reduce waste.
- Handled customer complaints professionally to resolve issues effectively.
- Trained new associates on store policies and procedures for smooth onboarding.
- Helped customers find specific products, answered questions, and offered product advice.
- Greeted customers and provided exceptional customer service.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Handled customer complaints in a professional manner.
- Answered incoming telephone calls to provide store, products and services information.
- Worked with fellow sales team members to achieve group targets.
- Provided accurate information about products, prices and services.
- Maintained cleanliness of store environment including floors, windows, displays.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Built and maintained relationships with peers and upper management to drive team success.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Maintained up-to-date knowledge of store merchandise and policies.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Processed transactions using a point-of-sale system.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Used technology resources to assist customers in locating and selecting items.
- Upsold additional items based on customer interests and needs.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
Phone Operator
All Three's Taxi Service
Philadelphia, Pennsylvania
05.2014 - 06.2017
- Managed incoming calls and dispatched taxis efficiently to customers.
- Provided excellent customer service by addressing inquiries and concerns promptly.
- Coordinated ride schedules with drivers to optimize routes and minimize wait times.
- Utilized taxi management software to track vehicle availability and bookings.
- Processed payments and handled financial transactions with accuracy and care.
- Maintained communication with drivers to ensure timely pickups and drop-offs.
- Assisted in training new operators on call handling procedures and software use.
- Resolved conflicts between drivers and customers to ensure satisfactory experiences.
- Answered calls in pleasant, calm voice and asked appropriate questions to direct callers to proper individuals.
- Greeted callers and identified their needs quickly and accurately.
- Demonstrated excellent problem-solving skills when resolving complex customer requests or inquiries.
- Maintained a professional demeanor while handling customer calls.
- Provided accurate information regarding company services, procedures, and policies.
- Responded promptly to inquiries from customers, management, and other departments within the organization.
- Transferred calls to other departments as needed.
- Connected incoming calls quickly using multi-line telephone system to reduce hold times.
- Handled escalated customer complaints professionally and effectively.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Documented messages left by callers and delivered vital information to intended employees.
- Utilized various software programs including Microsoft Word, Excel, and Outlook to complete job tasks efficiently.
- Called clients to leave voicemail reminders of appointment date and time.
- Updated the personnel directory to ensure that all information, including telephone extensions, and employees was current.
- Updated customer accounts with new information from callers.
- Ensured compliance with all applicable federal regulations pertaining to telephone operations.
- Handled incoming and outgoing calls according to standard operating procedures.
- Participated in emergency preparation meetings to understand crisis management procedures.
- Completed connections between callers, departments and professionals.
- Followed up with open calls to offer further assistance and close out issues.
- Calculated and quoted charges for long-distance connections.
- Kept equipment operational by following manufacturer's instructions and established procedures.
- Called prospective customers by operating telephone equipment, automatic dialing systems and other telecommunications technologies.
- Listened to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Suggested and checked alternate spellings, locations or listing formats to customers lacking details or complete information.
- Entered information and updated client records following telephone interactions.
Education
High School Diploma -
Nazareth Area High School
Nazareth, PA06-2008
Some College (No Degree) - Early Childhood Education And Social Work
East Stroudsburg University of Pennsylvania
East Stroudsburg, PASkills
- Customer service
- Cash handling
- Safety compliance
- Workstation organization
- Food inspection
- Inventory management
- Product knowledge
- Point-of-sale transaction
- Complaint handling
- Effective communication
- Problem solving
- Time management
- Training and onboarding
- Adaptability
- Professional demeanor
- Calm demeanor
- Point of sale operation
- Money transfer systems
Timeline
Crew Team Member
McDonald's
09.2025 - 12.2025
Sales Associate
Schoch's Sunoco
11.2019 - 11.2022
Sales Associate
7-11 Convenience Store
06.2017 - 11.2019
Phone Operator
All Three's Taxi Service
05.2014 - 06.2017
High School Diploma -
Nazareth Area High School
Some College (No Degree) - Early Childhood Education And Social Work
East Stroudsburg University of Pennsylvania