Kaitlyn Behr
Winter Park,FL
Summary
Dynamic Customer Service Team Leader with extensive experience at Publix, excelling in complaint resolution and team management. Proven track record of enhancing customer satisfaction through effective training and empathetic communication. Skilled in call center operations and retail support, fostering loyalty and repeat business while maintaining high service standards.
- Qualified administrative Assistant II with solid background in leading customer service teams. Proven ability to manage team performance and enhance customer satisfaction through effective problem-solving and conflict resolution. Demonstrated leadership in training and mentoring team members, fostering collaborative and results-driven environment.
Overview
6
6
years of professional experience
Work History
Customer Service Team Leader
Publix
04.2024 - Current
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Customer Service Representative
Publix
07.2020 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Bagger
Publix
08.2019 - 07.2020
- Assisted with maintaining clean and organized store appearance.
- Collected and returned all hand baskets and shopping carts to proper place for new customer use.
- Worked together with cashiers to guarantee customer satisfaction.
- Retrieved grocery carts and baskets from lot and various site locations.
- Greeted guests entering and exiting store to foster customer satisfaction.
- Enhanced customer satisfaction by efficiently bagging groceries and handling fragile items with care.
Cashier
Publix
08.2019 - 07.2020
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Education
High School Diploma -
Cooper City High School
Cooper City, FL05.2020
Skills
- Team management
- Complaint resolution
- Call center experience
- Retail store support
- Administrative support
- Shipping and receiving
- Customer service excellence
Timeline
Customer Service Team Leader
Publix
04.2024 - Current
Customer Service Representative
Publix
07.2020 - 03.2024
Bagger
Publix
08.2019 - 07.2020
Cashier
Publix
08.2019 - 07.2020
High School Diploma -
Cooper City High School
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