Dorothy Stoessel
Missouri City,TX
Summary
Proven leader and efficient bookkeeper at Kroger, adept in staff training and development with a knack for enhancing customer satisfaction through expert CRM software usage. Spearheaded initiatives to reduce response times and increase sales revenue, demonstrating a commitment to results and a mastery of both call center operations and data entry. Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
7
7
years of professional experience
Work History
Customer Loyalty Representative
AT&T
06.2022 - Current
- Reduced response time for client inquiries, enhancing customer satisfaction and trust in the company.
- Identified opportunities for upselling relevant products or services, increasing sales revenue.
- Collaborated with team members to maintain a consistent brand experience for all customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Assistant Manager
Kroger
03.2020 - 05.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
Baker
Kolache Bar
02.2019 - 03.2020
- Operated and maintained bakery equipment, including ovens and mixers.
- Complied with health and safety codes to protect staff and customers.
- Frosted and iced cakes, cupcakes, cookies, doughnuts, sweet rolls, and coffee cakes.
- Maintained accurate inventory of baking supplies and ingredients.
- Prepared dough for variety of pastries, cakes and breads.
Bookkeeper
Kroger
10.2017 - 02.2019
- Posted daily receipts and payments in accordance with corporate protocols.
- Communicated proactively with team members regarding any issues or concerns related to bookkeeping tasks.
- Reconciled and corrected issues with financial records.
- Prepared monthly bank reconciliations to ensure accurate representation of company''s financial position.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
Education
Health Sciences/Nursing
Houston Community College
Houston, TX 05.2001 -
Skills
- Call center experience
- Data entry proficiency
- Upselling strategies
- CRM Software Usage
- Customer service experience
- Team Leadership
- Staff Training and Development
Timeline
Customer Loyalty Representative
AT&T
06.2022 - Current
Assistant Manager
Kroger
03.2020 - 05.2022
Baker
Kolache Bar
02.2019 - 03.2020
Bookkeeper
Kroger
10.2017 - 02.2019
Health Sciences/Nursing
Houston Community College
05.2001 -