Catherine Mason
Nathalie,VA
Summary
I have over 35 years in Customer Service. I'm a very down to earth
individual who was raised to treat people with respect. I know the meaning
of hard work. I understand the importance of customer relationships and I
go above and beyond what is expected of me
Skills
Customer Service
Cash handling
POS systems
Issue resolution
Cash management
Payment processing
Ordering and stocking
Cash register operation
Loss prevention
Cash drawer balancing
Cash counting machine operations
Liquor regulations and compliance
Merchandise restocking
Credit and cash transactions
Customer assistance
Scanner operations
ID verification
Overview
42
42
years of professional experience
Work History
Administrative and Office Specialist
Virginia Employment Commission
10.2022 - Current
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Answered, responded to and transferred over Number daily phone calls on multi-line phone system.
Server/Cashier
Golden Skillet
06.1986 - 05.2022
- Collected payments and provided accurate change
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity
- Worked closely with front-end staff to assist customers
- Processed sales transactions to prevent long customer wait times
- Accepted cash and credit card payments, issued receipts and provided change
- Trained new team members in cash register operation, stock procedures and customer services
- Answered customer questions and provided store information
- Delivered high level of customer service to patrons using active listening and engagement skills
- Operated cash register or POS system to receive payment by cash, check and credit card
- Preserved appearance of store by arranging and replenishing displays and merchandise racks
- Tracked company inventories, moved excess stock and arranged products to improve sales
- Directed trash removal and sanitation procedures to keep aisles and register area organized
- Monitored quality, presentation and quantities of plated food across line.
Assistant Customer Service Manager
Food Lion
11.2011 - 07.2017
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Maintained knowledge of company products and services to promptly resolve complaints and concerns
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction
- Oversaw address of customer requests for friendly, knowledgeable service and support
- Trained new employees on company policies, procedures, techniques and customer service standards
- Evaluated and authenticated returns, exchanges and voids
- Interviewed, hired and trained staff to meet company objectives
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback
- Evaluated employee job performance and motivated staff to improve productivity
- Monitored documentation procedures to maintain consistent policies and current records
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes
- Revised department schedules to maximize coverage during peak hours
- Monitored phone calls to provide feedback and coaching
- Consulted with customers regarding needs and addressed concerns
- Examined checks for identification and endorsement
- Balanced daily cash deposits and vault inventory with zero error rate
- Reported daily averages and shortages to operations department
- Counted as much as $15,000 in daily funds with manual and machine-assisted methods
- Collaborated with supervisors and managers to develop solutions regarding discrepancies
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files
- Identified and corrected performance and personnel issues to reduce impact to business operations
- Coordinated employee schedules according to shift changes and availability
- Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
Education
Certificate Data Entry And Basic Office Procedures I took classes in - undefined
Career Training Center
Accounting
CVCC
Timeline
Administrative and Office Specialist
Virginia Employment Commission
10.2022 - Current
Assistant Customer Service Manager
Food Lion
11.2011 - 07.2017
Server/Cashier
Golden Skillet
06.1986 - 05.2022
Certificate Data Entry And Basic Office Procedures I took classes in - undefined
Career Training Center
Accounting
CVCC
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