Kaitlyn Nappi
Orlando,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in the industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. As well as Conscientious Private Nanny with four years of experience in caring for children. Expert in supporting emotional and social development by maintaining a child-friendly environment while engaging interests and continuous access to outdoor play. Strong leader in promoting good behaviors by using positive reinforcement methods.
Overview
13
13
years of professional experience
Work History
Back of House Team Member/Selling Agent
Victoria's Secret
Orlando, FL
12.2021 - Current
- Welcome, greet and assist guests in high-traffic store
- Receive and process assorted shipments.
- In charge of folding, organizing and back stocking items.
- Keeping stockroom clean and organized.
- Push, pull and transport large loads and objects throughout store and off site locations.
- Sort, process and in charge of keeping panty bar stocked along with bra cabinets.
- Selling bras/panties while on floor, along with beauty and swim.
- Daily cleaning of store before opening.
- Complete daily recovery tasks to keep areas clean and neat for maximum productivity.
- Help with purchases, locating items and signing up for rewards programs.
- Learn roles of other departments to provide coverage and keep store operational.
- Answer customer questions, provide information.
- Promote specific item options to drive sales and achieve add-on purchases.
- Increase sales by suggesting specific complementary items to customers.
Private Nanny
The Brewers
Dix Hills, NY
02.2016 - 03.2020
- Prepared nutritious meals, cleaned and did laundry.
- Engaged with children to create nurturing, safe environments to promote emotional, social and intellectual growth.
- Scheduled and coordinated projects and reinforced appropriate discipline for children according to parents' specifications.
- Kept parents' contact information, emergency services phone number and child's health history on hand in case of emergency situations.
- Monitored indoor/outdoor playtime.
- Bathed and dressed babies, changed diapers and prepared bottles and feeding equipment.
- Regulated children's schedules to balance rest, learning and play.
- Followed routines to foster stability and structure in children's lives while parents were away.
- Transported children to and from school, extra-curricular activities and play-dates.
- Minimized TV and mobile device time by engaging children with games and physical books.
- Enforced disciplinary limits to create structured environment conducive to learning while parents were away.
- Facilitated safe, caring and warm environment for children to stimulate development.
- Coordinated drop-off and pick-up times for 2 or more children according to school schedules and drove to multiple extracurricular commitments.
- Coordinated after-school activities and transportation for practices and events.
Alarm Operator/Customer Service Representative
Alarm Tech Central Station
Ronkonkoma, NY
04.2014 - 01.2016
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Made outbound calls to obtain account information.
- Answered varying amount of inbound calls per day and directed to individuals or departments.
- Reviewed account and service histories to identify trends and issues.
- Trained new employees on procedures and policies to maximize team performance.
- Provided primary customer support to internal and external customers
- Responded to customer requests for products, services and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Recorded account information to open new customer accounts
Cashier/Front End/Customer Service Representative
Waldbaums Supermarket
Holbrook, NY
05.2007 - 04.2014
- Operated cash register, collected payments and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Processed sales transactions to prevent long customer wait times.
- Trained new team members in cash register operation, stock procedures and customer services.
- Met high productivity standards in processing payments for customers.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Helped with purchases, locating items and signing up for rewards programs.
- Maximized sales potential by preparing, storing, rotating and merchandising products at point-of-sale.
- Learned roles of other departments to provide coverage and keep store operational.
- Inspected items for damage and obtained replacements for customers.
- Verified customer identification for alcohol or tobacco purchases.
- Answered customer quests, provided store information and escorted to desired store areas.
- Observed company return policy when processing refunds by inspecting merchandise for wear or damage.
- Promoted specific item options to drive sales and achieve add-on purchases.
- Resolved customer complaints and escalated worsening concerns for remediation.
- Maintained professional store appearance by inspecting checkout areas and directing team members in cleaning, trash removal and other actions.
- Processed varying number of transactions per day with exceptional accuracy.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans and maximize performance.
- Increased sales by suggesting specific complementary items to customers.
- Devised promotional plans to target and move excess stock, high-profit items and soon-to-expire merchandise for easy sale.
Education
Associate of Science - Liberal Arts And Sciences
Suffolk County Community College
Selden, NY12.2020
High School Diploma -
Sachem High School North
Lake Ronkonkoma, NY06.2008
Skills
- Small business sales transactions
- Computer skills
- Flexible
- People skills
- Team building
- Active listening
- In-store support
- Stockroom procedures
- Adaptive team player
- Retail sales customer service
- Maintenance Services
- Training & Development
Additional Information
On top of my background in Customer Service and Nannying, I also have taken care of my disabled father since July 2002. He is paralyzed on the right side due to a massive stroke. I would do wound care for him, very carefully due to his diabetes. I also would maintain care for his illeoconduit; he lost his bladder in 2013 due to cancer. Although I am not a certified care giver, I have extensive personal background knowledge in the field.
Timeline
Back of House Team Member/Selling Agent
Victoria's Secret
12.2021 - Current
Private Nanny
The Brewers
02.2016 - 03.2020
Alarm Operator/Customer Service Representative
Alarm Tech Central Station
04.2014 - 01.2016
Cashier/Front End/Customer Service Representative
Waldbaums Supermarket
05.2007 - 04.2014
Associate of Science - Liberal Arts And Sciences
Suffolk County Community College
High School Diploma -
Sachem High School North
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