Kalie Rabanales
Sioux Falls,SD
Summary
Results-driven professional with extensive experience in customer service, team leadership, and training. Known for effective communication and exceptional complaint resolution skills, ensuring positive customer experiences and streamlined operations.
Overview
23
23
years of professional experience
Work History
Lead Agent
United Ground Express
Sioux Falls, South Dakota
04.2022 - Current
- Coordinated customer interactions to ensure a positive experience.
- Supported team members by sharing insights and best practices.
- Managed inventory levels to ensure product availability for customers.
- Facilitated communication between departments to streamline operations.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Consulted with customers regarding needs and addressed concerns.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Handled credit card payments and returned receipts to customers.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Implemented company processes to effectively resolve customer service issues.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Led team of agents in providing customer service to clients and resolving issues.
Assistant General Manager
Dakota Dry Cleaners
Sioux Falls, South Dakota
07.2002 - 10.2019
- Coordinated staff schedules and resolved conflicts to maintain workflow efficiency.
- Assisted in managing daily operations and ensuring team alignment with objectives.
- Supported budget preparation by tracking expenses and resource allocation effectively.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Performed administrative tasks such as filing paperwork, preparing documents.
- Managed daily operations of the store, including scheduling and supervising staff.
- I cleaned and pressed clothes.
- Managed store cash intake with high accuracy and prepared daily bank deposits.
- Monitored inventory levels and placed orders for new stock as needed.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Oversaw efforts to update computer systems with pricing and specials for optimal recordkeeping.
- Ensured compliance with company policies, procedures, and regulations.
- Oversaw daily operations, ensuring efficiency and compliance with company standards.
- Ensured compliance with health and safety regulations to maintain a safe working environment.
- Coordinated with the General Manager to develop and implement strategic plans.
Education
GED -
Killian Community College
Sioux Falls, SD01-2002
Skills
- Customer service
- Inventory management
- Team leadership
- Training and development
- Quality assurance
- Customer relationship management
- Complaint resolution
- Effective communication
- Problem solving
- Coaching and mentoring
- Administrative support
- Compliance management
- Decision-making capacity
- Conflict resolution
- Strong leadership
- Task delegation
- Goal-oriented mindset
- Customer complaint resolution
- Relationship building
- Polite communication skills
- Resolving customer issues
- Problem-solving skills
Affiliations
- Photography
- Outdoor activities
- Gardening
References
References available upon request.
Timeline
Lead Agent
United Ground Express
04.2022 - Current
Assistant General Manager
Dakota Dry Cleaners
07.2002 - 10.2019
GED -
Killian Community College