Katelyn Cerniglia
Hawthorn Woods,IL
Summary
Dynamic customer service professional with a proven track record at S & C Insurance Center, Inc., excelling in conflict resolution and relationship building. Bilingual in English and Spanish, I enhance customer satisfaction through effective communication and problem-solving, consistently fostering loyalty and repeat business. Proficient in Microsoft Office Suite, I streamline processes for optimal efficiency.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Representative
S & C Insurance Center, Inc.
06.2007 - 08.2019
- Resolved customer inquiries efficiently, enhancing satisfaction through effective communication and problem-solving.
- Responded to customer's requests for products, servies, and company information.
- Processed claims and policy updates accurately, ensuring compliance with company standards and regulations.
- Developed and maintained strong relationships with clients, fostering trust and loyalty through personalized service solutions.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Performed secretarial and clerical duties such as: answering phones for the entire office, ordering supplies, maintaining a clean and orderly atmosphere.
- Proficient in TAM, ( The Agency Manager), Microsoft Outlook, Google Mail/ Google Doc's, Microsoft Office, (Word, Excel).
- Managed high-stress situations effectively, sustaining professionalism under pressure while solving disputes or conflicts in increased loyalty and repeat business.
- Aided, handled, and resolved customer complaints with empathy, kindness, and respect, resulting in increased loyalty and repeat business.
Beauty Brand Ambassador/ Retail Associate
Target
05.2012 - 08.2013
- Cultivated brand awareness through engaging customer interactions and product demonstrations.
- Developed promotional strategies to enhance product visibility and drive customer engagement.
- Collaborated with cross-functional teams to align marketing efforts with store initiatives.
- Increased positive word-of-mouth referrals through genuine, personalized customer interactions and excellent product knowledge.
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
- Showed understanding of customer's personal style and preferences when offering product advice.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Communicated product information with confidence and educated consumers about company.
- Educated consumers about product benefits, leading to increased interest and sales conversions.
- Engaged, educated, and befriended customers to deliver amazing shopping experience.
Cashier
Mariano's Fresh Market
12.2011 - 06.2012
- Processed customer transactions efficiently and accurately using point-of-sale systems.
- Assisted customers with inquiries, enhancing overall shopping experience through excellent service.
- Collaborated with management to streamline checkout processes, reducing wait time for customers.
- Settled customer complaints constructively, promoting loyalty and
- Resolved customer complaints effectively and professionally, fostering loyalty and positive store reputation.
- Maintained clean and organized checkout area to ensure smooth operations during peak hours.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Provided to store success by maintaining and holding high standards of cleanliness throughout the facility.
- Amplified customer satisfaction by providing efficient and accurate cash transactions.
Retail Sales Associate
Ruehl No.925
06.2009 - 08.2009
- Analyzed sales trends to optimize product placement and maximize revenue opportunities.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Enhanced store appearance and shopping experience with meticulous shelf organization and cleanliness.
- Streamlined checkout process, reducing wait times and improving customer satisfaction.
- Collaborated with management to streamline processes, increasing overall store efficiency.
- Developed strong relationships with customers, fostering brand loyalty and repeat business.
Retail Sales Associate
Justice Tween Brands
06.2007 - 03.2008
- Provided exceptional customer service, resolving inquiries and ensuring positive shopping experiences.
- Assisted in inventory management, tracking stock levels and replenishing merchandise efficiently.
- Trained and mentored new associates on operational standards and sales techniques.
- Implemented visual merchandising strategies to enhance store presentation and drive sales.
- Greeted customers and helped with product questions, selections, and purchases.
- Answered questions about store policies and addressed customer concerns.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Managed cash register, ensuring accurate transactions and safeguarding against losses.
Cashier
Noodles & Company
10.2005 - 06.2007
- Processed transactions accurately using point-of-sale systems.
- Assisted customers with inquiries, providing exceptional service and support.
- Maintained cleanliness and organization of checkout area to enhance efficiency.
- Managed cash register operations, ensuring proper cash handling procedures were followed.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Provided backup support for other departments when needed, showcasing versatility within the restaurant.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Fostered positive customer relations by resolving complaints and inquiries promptly.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Improved store atmosphere with thorough and prompt cleaning of checkout area.
- Facilitated smoother checkout process, trained new employees on POS systems.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
- Ensured accuracy in financial transactions, reconciled cash with receipts daily.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Learned duties for various positions and provided backup at key times.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Processed refunds and exchanges in accordance with company policy.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Built relationships with customers to encourage repeat business.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Answered questions about store policies and addressed customer concerns.
Education
Bachelor of Arts - Communications, Spanish
Northern Illinois University
DeKalb, IL 08.2007 - 06.2011
High School Diploma -
John Hersey High School
Arlington Heights 08.2003 - 06.2007
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Bilingual (English, Spanish)
- Problem resolution
- Customer relations
- Conflict resolution
- Computer proficiency
- Relationship building
- Complaint handling and resolution
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Client relations
- Customer satisfaction measurement
- Follow-up skills
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Microsoft Office Suite, and etc
Timeline
Beauty Brand Ambassador/ Retail Associate
Target
05.2012 - 08.2013
Cashier
Mariano's Fresh Market
12.2011 - 06.2012
Retail Sales Associate
Ruehl No.925
06.2009 - 08.2009
Bachelor of Arts - Communications, Spanish
Northern Illinois University
08.2007 - 06.2011
Customer Service Representative
S & C Insurance Center, Inc.
06.2007 - 08.2019
Retail Sales Associate
Justice Tween Brands
06.2007 - 03.2008
Cashier
Noodles & Company
10.2005 - 06.2007
High School Diploma -
John Hersey High School
08.2003 - 06.2007