Holly Kapish
Mountain Top,PA
Overview
25
25
years of professional experience
Work History
Teaching Assistant
St. Paul's Lutheran Church Preschool
Mountain Top, PA
03.2025 - Current
- Established positive relationships with students, parents, fellow teachers and school administrators.
- Provided one-on-one support to students requiring additional assistance.
- Provided individualized and small group support to reinforce classroom topics and promote student learning.
- Maintained a safe environment for all students while adhering to school policies and procedures.
- Prepared lesson materials, bulletin board displays, exhibits, and demonstrations to assist teachers in classroom preparation.
- Assisted in organizing and supervising school events.
- Created and distributed advertising for our school via media and newspaper advertising.
- Handled clerical duties, managed classrooms and coordinated documents for teachers.
- Contributed to positive, educational setting by delivering gentle discipline and promoting student success.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Achieved cost-savings by developing functional solutions to problems.
Business Process Analyst
Frontier Communications
Wilkes-Barre, PA
10.2009 - 12.2011
- Established and restructured new and existing policies, processes, and procedures.
- Assessed programs to identify risks or problems to determine appropriate responses.
- Served as a liaison between IT staff members and other departments when it came to developing software applications designed around specific business needs.
- Evaluated existing systems capabilities versus desired outcomes; determined gaps between current state and future state; developed action plans accordingly.
- Identified needs of customers promptly and efficiently.
- Documented procedures and workflows related to all aspects of business operations.
- Enacted new and re-engineered existing policies, procedures and processes to support improved practices across service delivery, sales development, business generation and long-term planning.
- Created workflow documentation, including process descriptions.
- Reviewed customer feedback surveys in order to identify areas where changes could be made in order to improve customer satisfaction levels.
- Conducted train-the-trainer sessions with business owners on all new products and procedures.
- Delivered stand-up classroom and formal training to all call center associates on new products, sales, and changes to current procedures.
Residential and Business Customer Representative
Frontier Communications
Wilkes-Barre, PA
10.2004 - 10.2009
- Promoted available products and services to customers during service, account management and order calls.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Assisted customers with purchase decisions based on their needs.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Audited customer account information to identify issues and develop solutions.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Developed positive relationships with customers through friendly interactions.
- Tracked call resolution times to ensure quality standards were met.
- Followed up on customer inquiries not immediately resolved by telephone calls or emails.
- Managed large amounts of incoming calls and emails simultaneously.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Utilized computer systems to access account information, enter notes, and update status codes.
- Processed orders, forms and applications accurately.
- Cross-sold products and services when appropriate.
Department Manager
Burlington Coat Factory
Wilkes-Barre, PA
11.2000 - 10.2004
- Delegated work to staff, setting priorities and goals.
- Performed opening and closing duties as part of management team and handled cash management.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Resolved customer complaints and issues promptly and professionally.
- Oversaw merchandising and display efforts, enhancing product visibility and appeal.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Fostered a positive and inclusive work environment, promoting teamwork and collaboration.
- Balanced workloads to meet targets without overtaxing employees.
- Executed targeted merchandising and promotional plans to meet department sales goals.
- Handled shift overstock, restocking and inventory control.
- Managed daily operations, ensuring efficient workflow and productivity.
Education
Bachelor of Arts - Sociology
Wilkes University
Wilkes-barre, PA12-1996
Skills
- Problem solving
- Time management
- Effective communication
- Conflict resolution
- Multitasking Abilities
- Organization and time management
- Data entry
- Database management
- Document and records management
- LiveChat messaging
- Inbound call management
- Professional phone voice
References
References available upon request.
Timeline
Teaching Assistant
St. Paul's Lutheran Church Preschool
03.2025 - Current
Business Process Analyst
Frontier Communications
10.2009 - 12.2011
Residential and Business Customer Representative
Frontier Communications
10.2004 - 10.2009
Department Manager
Burlington Coat Factory
11.2000 - 10.2004
Bachelor of Arts - Sociology
Wilkes University