Katelyn Reese
West Kingston,RI
Summary
Goal-oriented Customer Service Manager with 15 years of experience in leadership roles. Detail-focused and driven to help employees meet and exceed sales goals. Proficient in using independent decision-making skills and sound judgement to positively impact the customer experience.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Seaside Casual Furniture
10 2021 - Current
- Supervise five account managers and assess performance to determine training needs and define accurate plans for decreasing process lags.
- Collaborate with production manager to ensure order fulfillment is ontime and in full.
- Maintain accurate customer data.
- Manage sales order life cycle from quote status through to invoice.
- Provide clear and consistent communication to customers to earn their trust and keep it.
- Implement efficient order process through SAP software.
- Introduced higher standards for customer service and increased efficiency by streamlining operations. Decreased average service call closure time by more than 7 days.
- Analyze market trends and generate accurate forecasts.
- Collected customer feedback and make process changes to exceed customer satisfaction goals.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Followed through with client requests to resolve problems.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques. Scheduled regular one on one meetings to discuss progress.
Store Team Leader
American Eagle Outfitters, Inc
4 2017 - 5 2021
- Interviewed, trained and coached 75+ team members to achieve company and store goals.
- Consistently evaluated employees on their performance and created action plans for continued success.
- Maintained guest-friendly environment to drive sales, repeat business and service.
- Increased profit by streamlining operations.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
Talent Acquisition Partner
Lowes Home Improvment
05.2021 - 10.2021
- Sourced candidates for 16 stores across South Eastern Massachusetts and Rhode Island.
- Created and drove talent acquisition and job placement strategies to attract diverse candidates.
- Acted as brand ambassador to educate candidates on culture, career growth, benefits and advantages of working for company.
- Sourced and screened candidates for key roles and worked with hiring managers to coordinate interviews, offers and onboarding.
- Traveled to all 16 stores to develop community partnerships and execute "Boots on the ground" recruiting.
- Developed and maintained strong working relationships with executives, HR team and hiring managers to foster partnerships that produced consistent results.
- Analyzed recruiting metrics to share reports and recommendations with stakeholders.
Store Manager
North Sails
08.2016 - 04.2017
- Recruited, interviewed and hired staff members who brought talent, enthusiasm and experience.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Coached sales associates on product knowledge by using personally created training tools.
- Developed new store location from ground up by hiring and training efficient team.
- Analyzed and interpreted store trends to facilitate planning.
Selling Manager
Victoria's Secret & PINK
07.2014 - 08.2016
- Monitored sales team performance, analyzed sales data and held monthly touch bases to review.
- Coached and promoted high-achieving sales associates to fill leadership positions.
- Worked with campus representatives to organize on and off campus events with Brown University.
- Socially connected with local customer through Facebook, Instagram, and other Mall platforms.
Education
Bachelor of Science - Textile Marketing
University of Rhode Island
Kingston, RI05.2014
Skills
- Create efficient workflows
- Performance tracking and evaluations
- Client relations and retention
- Process and procedure development
- Problem Solving
- Recruiting and Onboarding
- Conflict resolution
- Organization and time management
- Verbal and written communication
Accomplishments
Achieved the Gold and Diamond Council award that recognizes the top 10% of Store Team Leaders in the company for overall annual performance. Completed OSHA 10 training.
Timeline
Talent Acquisition Partner
Lowes Home Improvment
05.2021 - 10.2021
Store Manager
North Sails
08.2016 - 04.2017
Selling Manager
Victoria's Secret & PINK
07.2014 - 08.2016
Customer Service Manager
Seaside Casual Furniture
10 2021 - Current
Store Team Leader
American Eagle Outfitters, Inc
4 2017 - 5 2021
Bachelor of Science - Textile Marketing
University of Rhode Island
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