Kari Holley
Dunn,NC
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Experienced Clerk with exceptional typing and data entry abilities and results-driven nature. Knowledgeable about logging daily information, researching variances and maintaining thorough records. Accuracy-driven, service-oriented and diligent about completing tasks with little supervision.
Overview
25
25
years of professional experience
Work History
UPS/USPS Order Control Clerks
Rooms To Go Distribution Center
07.2015 - Current
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Interacted with customers by phone, email, or in-person to provide information.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Input data into spreadsheets and databases.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Processed incoming and outgoing mail and packages according to established procedures.
Order Control, Red Alert
Rooms To Go Warehouse
02.2015 - 07.2015
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Collaborated with team members to maintain consistent service levels across all areas of responsibility.
- Investigated and resolved customer inquiries and complaints quickly.
- Sought ways to improve processes and services provided.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Inspected furniture to be in perfect condition for customers purchases.
- Implemented and developed customer service training processes.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Guiding customer orders, and inspecting quality control of customers furniture leading up to the time delivery.
- Promoted a customer-focused culture within the department by consistently prioritizing client needs when handling returns-related inquiries or concerns.
- Enhanced customer satisfaction by promptly processing returns and issuing refunds or exchanges.
- Delivered prompt service to prioritize customer needs.
- Cross-trained and backed up other customer service representatives, and warehouse associates.
Customer Service Representative
Rooms To Go Furniture Corporate Headquarters
06.2012 - 07.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
Quality Assurance Monitor
Rooms To Go Furniture Corporate Headquarters
02.2007 - 06.2012
- Facilitated open dialogue between agents and supervisors, encouraging ongoing feedback exchange for personal growth and development within the team.
- Improved overall call center efficiency by making recommendations for process improvements based on observed trends.
- Upheld company standards in all customer interactions by consistently enforcing established guidelines during call evaluations.
- Contributed to a positive work environment by recognizing exceptional agent performance during monitoring sessions.
- Ensured consistent service delivery by conducting regular calibration sessions with other Call Monitoring Specialists and supervisors.
- Enhanced call center quality by monitoring and evaluating customer interactions for compliance with company policies and procedures.
- Reduced customer complaints through timely identification of recurring issues and coordinating with relevant departments for resolution.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
Retail Office Manager
Rooms To Go Furniture
06.2005 - 02.2007
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Created, maintained and updated filing systems for paper and electronic documents.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Delivered performance reviews, recommending additional training or advancements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
Administrative Assistant for Inventory
Rooms To Go Warehouse
10.2003 - 06.2005
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Executed record filing system to improve document organization and management.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Established administrative work procedures to track staff's daily tasks.
Customer Service Representative
Rooms To Go Furniture Corporate Headquarters
08.1999 - 10.2003
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- 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.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organizational leadership.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Education
Associate of Science - Airline Travel Tourism/Hospitality
Webster Tech
Tampa07.1998
High School Diploma -
Zephyrhills High School
06.1996
Skills
- Telephone Etiquette
- Customer Satisfaction
- Cash Handling
- Cash Management
- Administrative tasks
- Database entry
- Relationship Building
- Quality Control
- Research
- Mail handling
- Processing mail
- Quality Management
- Mail Sorting
- Mail Processing
- Point of sale operation
- Attention to Detail
- Customer Communication
- Microsoft Office
- Professional and mature
- Data Entry
- Team Collaboration
- Staff Training
- Data Entry and 10-Key
- Outgoing Mail Preparation
- Switchboard Operation
- Event and Activity Planning
Timeline
UPS/USPS Order Control Clerks
Rooms To Go Distribution Center
07.2015 - Current
Order Control, Red Alert
Rooms To Go Warehouse
02.2015 - 07.2015
Customer Service Representative
Rooms To Go Furniture Corporate Headquarters
06.2012 - 07.2015
Quality Assurance Monitor
Rooms To Go Furniture Corporate Headquarters
02.2007 - 06.2012
Retail Office Manager
Rooms To Go Furniture
06.2005 - 02.2007
Administrative Assistant for Inventory
Rooms To Go Warehouse
10.2003 - 06.2005
Customer Service Representative
Rooms To Go Furniture Corporate Headquarters
08.1999 - 10.2003
Associate of Science - Airline Travel Tourism/Hospitality
Webster Tech
High School Diploma -
Zephyrhills High School
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