Donna Keefer
Phoenix,AZ
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
15
15
years of professional experience
Work History
CSR, Sales
Stanley Steemer International
Tempe, AZ
04.2022 - Current
- Set up and activated customer accounts.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming telephone calls to provide store, products and services information.
- Built and maintained relationships with peers and upper management to drive team success.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Assistant Store Manager
Goodwill Of Central And Northern Arizona
Peoria, AZ
06.2010 - 04.2021
- Handled scheduling for store shifts to achieve adequate staffing.
- Maintained inventory by checking merchandise to determine levels.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.
- Oversaw daily operations by delegating tasks, managing shift changes and conducting keyholder duties to open and close business.
- Scheduled staff to assign employee shifts according to departmental and business needs.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Coached and developed store associates through formal and informal interactions.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
Education
Certificate of Completion - Medical Assisting
Kaplan College - Phoenix
Phoenix, AZ02.2011
High School Diploma -
Peoria High School
Peoria, AZ06.1997
Skills
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Customer Account Management
- Sales Expertise
- Calm and Professional Under Pressure
Timeline
CSR, Sales
Stanley Steemer International
04.2022 - Current
Assistant Store Manager
Goodwill Of Central And Northern Arizona
06.2010 - 04.2021
Certificate of Completion - Medical Assisting
Kaplan College - Phoenix
High School Diploma -
Peoria High School