Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Ivy (Kelsey) Mounier

Ivy (Kelsey) Mounier

Gretna,AL

Summary

Dynamic and dedicated professional with a strong background in retail sales, customer service, and coffee, driven by a genuine passion for helping others. Eager to leverage diverse skills and experiences to contribute meaningfully to a forward-thinking organization. Known for maintaining an upbeat and positive mindset, exceptional organizational abilities, self-motivation, and a collaborative spirit that enhances team performance. Authorized to work in the US for any employer, ready to embrace new challenges and become a valuable asset.

Overview

9
9
years of professional experience

Work History

Customer Service Representative (CSR)

Keefes A/C Heating and Electrical
03.2023 - 05.2025
  • Managed approximately 30 high-stress situation calls daily, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to constant inquiries and requests from prospective customers.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Exceeding set metrics of 120 calls and 8 appointments per day. Personally averaging 145 calls and 16-18 appointments per day.

Lead Retail Associate/ Department Floater

Mr. Nola's Glitter
09.2018 - 10.2023


  • Managed daily operations for a successful small business, ensuring efficient processes and quality services.
  • Maintained a clean and organized store environment for optimal shopping experience.
  • Promoted business via social media to generate leads and maximize brand identity.
  • Enhanced company reputation by consistently delivering exceptional service quality to customers.
  • Researched trends and current innovations to determine competition and develop competitive pricing points.
  • Helped customers locate desired items and transfer oversized items to vehicles.
  • Collaborated with store owners and team-members to achieve overall store goals, including sales targets and customer service objectives.
  • Assisted in training new employees on store procedures, fostering teamwork and promoting a knowledgeable workforce.
  • Demonstrated adaptability by switching between various departments as needed, ensuring all areas remained efficiently productive.
  • Improved overall store appearance by regularly facing products on shelves for easy identification.
  • Performed inventory control, such as counting, and stocking merchandise.
  • Contributed to increased sales revenue by offering expert recommendations on suitable products and services for customers.
  • Contributed to team success by sharing best practices on sales techniques, product knowledge, and customer service skills with fellow agents.
  • Planned and prepared advertising and promotional material to increase sales of products or services and work with customers, company officials and advertising agencies.
  • Streamlined communication between warehouse operations, retail team, and company owners to improve overall efficiency and responsiveness to client needs.
  • Provided exceptional customer service throughout all stages of the sales process, from initial contact to post-purchase support.
  • Loaded, unloaded, and moved material to and from storage and production areas.
  • Reduced order processing times with streamlined picking, packing, and shipping procedures.
  • Helped maintain an organized stockroom by labeling shelves clearly, designating specific areas for different products, and rotating stock regularly as required.
  • Performed data entry and completed proper paperwork.
  • Completed physical inventory counts each month.
  • Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
  • Maintained a clean and well-organized work environment, promoting safety and efficiency among team members.
  • Handled day-to-day shipping and receiving overseeing more than 400 packages per day.
  • Inspected incoming and outgoing shipments to identify discrepancies with records.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Processed customer orders and accurately handled payment transactions.
  • Reduced claim processing time by efficiently investigating and evaluating insurance claims.
  • Negotiated fair settlements for clients by effectively communicating with all parties involved in the claim process.
  • Researched claims and incident information to deliver solutions and resolve problems.

Barista Shift Lead

CC's Coffee House
05.2016 - 09.2018
  • Developed strong relationships with regular customers, fostering loyalty through personalized attention and product recommendations.
  • Managed cash registers accurately, ensuring proper handling of cash transactions and end-of-day reconciliations.
  • Assisted in managing inventory levels, ensuring adequate stock of supplies for daily operations.
  • Memorized approximately 56 ingredients and recipes for wide variety specialty drinks.
  • Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
  • Mentored new hires, sharing knowledge and expertise to ensure their success as baristas.
  • Generated friendly atmosphere by encouraging employees to greet and speak to customers.
  • Improved overall cleanliness standards by implementing a more efficient cleaning schedule during closing shifts.
  • Handled and resolved roughly 5 customer issues and complaints per-day with professionalism and tact to drive customer satisfaction and repeat business.
  • Served customers quickly and efficiently and created strategies to prevent delays.
  • Participated in ongoing training sessions to stay current with company policies, procedures, and product offerings.
  • Collaborated effectively with team members to maintain a harmonious work environment and smooth shift transitions.
  • Increased speed of service by optimizing beverage preparation techniques and utilizing time-saving equipment features effectively.
  • Promoted a safe work environment by adhering to health department regulations and company safety guidelines at all times.
  • Achieved consistent positive feedback from customers with well-crafted beverages and attentive service.
  • Maintained clean and organized workspaces, ensuring welcoming environment for customers.
  • Monitored food inventory and supplies to prevent waste.

Education

Certificate - Massage Therapy

Blue Cliff College
Houma, LA
09.2016

High School Diploma - General Studies

Morgan City High School
Morgan City, LA
12-2015

Skills

  • Customer Service
  • Inventory Control
  • Phone etiquette
  • Upselling
  • Retail Sales
  • Retail Management
  • Communication skills
  • Active listening
  • Critical thinking
  • Data entry
  • Microsoft Excel
  • Microsoft outlook
  • Product knowledge
  • Team development
  • Documentation
  • Prioritization
  • Live chat support
  • Filing
  • Dispute resolution
  • Spreadsheets
  • Product promotion
  • Warehousing functions
  • Promotional support
  • Call center experience
  • Computer proficiency
  • Conflict resolution

Languages

  • English - Expert

Timeline

Customer Service Representative (CSR)

Keefes A/C Heating and Electrical
03.2023 - 05.2025

Lead Retail Associate/ Department Floater

Mr. Nola's Glitter
09.2018 - 10.2023

Barista Shift Lead

CC's Coffee House
05.2016 - 09.2018

Certificate - Massage Therapy

Blue Cliff College

High School Diploma - General Studies

Morgan City High School

Similar Profiles

  • James Henry

    James HenryJames Henry

    Installation and Service Technician at Keefes Air Condition, Heating, And ElectricalInstallation and Service Technician at Keefes Air Condition, Heating, And Electrical

  • Sarah Watkins

    Sarah WatkinsSarah Watkins

    Bookkeeper at Alpine Ductless Heating, Cooling and ElectricalBookkeeper at Alpine Ductless Heating, Cooling and Electrical

  • BRANDI L. MCCOY

    BRANDI L. MCCOYBRANDI L. MCCOY

    Operations Manager at Hiller Plumbing, Heating, Cooling & ElectricalOperations Manager at Hiller Plumbing, Heating, Cooling & Electrical

  • David VanDyke

    David VanDykeDavid VanDyke

    Shop Manager at New Orleans Bomb FactoryShop Manager at New Orleans Bomb Factory

  • Raymond Eaton Jr

    Raymond Eaton JrRaymond Eaton Jr

    Floor Supervisor at Rouses MarketFloor Supervisor at Rouses Market

CREATE PROFILE