Katherine Peary
Connellsville,PA
Summary
Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
NiSource
Connellsville, PA
08.2017 - Current
- Resolves customer inquiries through effective communication and problem-solving techniques.
- Manages account updates and billing inquiries using internal systems.
- Cross-trained and provides backup support for other departments.
- Collaborates with cross-functional teams to enhance customer experience initiatives.
- Traines new representatives on best practices and operational procedures.
- Manages high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolves customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handles escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhances customer satisfaction by promptly addressing concerns and providing accurate information.
- Assists customers in navigating company website and app.
- Addresses customer inquiries to ensure satisfaction and foster positive service experience.
Assistant Store Manager
Rural King
Connellsville, PA
05.2016 - 08.2017
- Led daily operations to ensure optimal store performance and customer satisfaction.
- Mentored staff on sales techniques and product knowledge, enhancing team effectiveness.
- Implemented visual merchandising strategies to increase product visibility and sales.
- Analyzed sales data to identify trends, driving targeted promotional initiatives.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Team Leader
Tractor Supply
Uniontown, PA
08.2011 - 04.2016
- Led team in achieving operational targets and enhancing customer service standards.
- Developed training programs to improve team performance and product knowledge.
- Implemented inventory management processes, reducing stock discrepancies significantly.
- Coordinated daily operations to optimize workflow and increase efficiency across departments.
- Streamlined scheduling processes to better align staffing with peak business demands.
- Mentored new employees, accelerating their onboarding and integration into the team culture.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Bachelor of Science - Legal Studies
Purdue University
West Lafayette, IN08-2026
High School Diploma -
Uniontown Area High School
Uniontown, PA06-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Microsoft outlook
- Follow-up skills
- Computer proficiency
- Microsoft Excel
Languages
English
Full Professional
Timeline
Customer Service Representative
NiSource
08.2017 - Current
Assistant Store Manager
Rural King
05.2016 - 08.2017
Team Leader
Tractor Supply
08.2011 - 04.2016
Bachelor of Science - Legal Studies
Purdue University
High School Diploma -
Uniontown Area High School