Katherine Hungerford-Ciervo
Summary
Highly motivated worker with experience in a fast-paced retail environment. Proven track record of exceeding sales goals and driving customer satisfaction. Skilled in providing excellent customer service, upselling products, and developing relationships with customers.
Overview
10
10
years of professional experience
Work History
Budtender
MariMint
01.2024 - Current
- Utilized strong interpersonal skills to build rapport with customers, establishing trust and credibility as a knowledgeable resource on cannabis products.
- Employed effective cash handling procedures for accurate accounting of daily sales transactions while minimizing discrepancies or losses.
- Ensured compliance with state regulations by verifying customer identification and accurately tracking sales transactions in the point-of-sale system.
- Checked guests' photo identification for validity and age requirements.
Customer Account Manager
Meadowlark Transportation Co.
04.2022 - 05.2023
- Develop and maintain relationships with existing clients
- Monitor, update and report customer accounts and ensure customer satisfaction
- Ensured compliance with industry regulations when dealing with sensitive customer information
- Coordinate transportation of goods through logistics pathways
- Execute logistics plan to move product and packages according to schedule
- Communicate with the customer on all product safety, dimensions, locations, specific loading/unloading details and road conditions
- Review freight rates and other costs to negotiate cost effective and profitable margins with the customer
- Gathered feedback from customers to identify areas for improvement in products and services
- Utilized advanced sales techniques to increase product visibility and drive revenue growth
- Built strong relationships with clients by providing reliable, timely service
Senior Escalations Representative
Wells Fargo Complaints Management Executive Office
05.2021 - 04.2022
- Resolved escalated issues in a timely manner while maintaining an excellent level of customer service
- Negotiated settlements with claimants when necessary while remaining compliant with company policies
- Drafted comprehensive reports detailing the status of all open claims
- Utilized advanced problem-solving techniques to resolve challenging cases efficiently
- Managed a high volume of incoming calls from customers, providing excellent customer service
- Utilized effective problem solving techniques to resolve complex customer issues
- Communicated effectively both verbally and written when dealing with customers or colleagues
- Maintained accurate records of all communications with customers
Customer Service Representative
Wells Fargo
03.2016 - 05.2021
- Maintained a high level of professionalism when dealing with difficult customers
- Handled customer complaints and inquiries in a courteous and efficient manner
- Provided exceptional customer service to ensure customer satisfaction
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Displayed strong organizational skills while managing multiple projects simultaneously
- Performed data entry tasks accurately and in a timely manner
- Adhered to company policies and procedures while providing superior service
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided
- Remained open to feedback from supervisor and peers to build and improve skills set
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
Shift Supervisor
Starbucks
09.2014 - 05.2021
- Demonstrated ability to manage a team of employees and ensure successful shift operations
- Managed store closing and opening procedures to ensure safety and security
- Assisted customers with inquiries, orders and complaints in a timely manner
- Trained new employees in job duties, safety protocols, policies and procedures, and company culture
- Held team members accountable during shift by effectively coaching to improve performance
- Complied with company standards and policies, setting example for team members
- Created successful shift plans, adjusting team member line-up to achieve shift efficiency
- Maintained clean and secure operating environment, driving safety and well-being of employees on shift
- Participated in leadership meetings to develop new policies and procedures
- Resolved conflicts between staff members in a timely manner
- Ensured compliance with all local health department regulations
Education
HIGH SCHOOL DIPLOMA -
Billings West High School
05.2012
Skills
- Operational Efficiency
- Workflow Assessments
- Reimbursement Management
- Customer Service and Assistance
- Client Relationship-Building
- Customer Needs Assessments
- Product Knowledge Expertise
- Regulatory Compliance
Timeline
Budtender
MariMint
01.2024 - Current
Customer Account Manager
Meadowlark Transportation Co.
04.2022 - 05.2023
Senior Escalations Representative
Wells Fargo Complaints Management Executive Office
05.2021 - 04.2022
Customer Service Representative
Wells Fargo
03.2016 - 05.2021
Shift Supervisor
Starbucks
09.2014 - 05.2021
HIGH SCHOOL DIPLOMA -
Billings West High School
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