Katherine Pitino
Waterbury,CT
Summary
Dedicated and results-driven retail leader with extensive experience in customer service management, operations, and team development. Delivering exceptional service, supporting multi-department operations, and mentoring employees to grow and succeed. Highly reliable, adaptable, and committed to maintaining a positive store culture while driving efficiency, accuracy, and customer satisfaction.
Overview
24
24
years of professional experience
Work History
Customer Service Assistant Store Director
Big Y
06.2016 - Current
- Oversaw daily front-end operations, ensuring efficient service, accurate transactions, and a positive customer experience.
- Supervised, trained, and coached customer service associates, cashiers, courtesy clerks, and service desk staff to meet performance and service standards.
- Handled customer concerns, returns, escalations, and special requests with professionalism while maintaining store policies.
- Managed front-end scheduling, break rotations, and staffing coverage to ensure optimal productivity and service levels.
- Assisted with hiring, onboarding, and performance evaluations for front-end team members.
- Monitored cash handling procedures, including tills, safe counts, register audits, and compliance with company cash standards.
- Supported daily operations such as lottery sales, money orders, Western Union, and customer service desk functions.
- Collaborated with the Store Director and management team to maintain store appearance, cleanliness, and presentation standards.
- Ensured adherence to Big Y policies, loss prevention protocols, and health/safety guidelines.
- Led team meetings and communicated updates, goals, and expectations to front-end staff.
- Assisted in store openings/closings, including financial reconciliation and shift handoff documentation.
- Implemented customer service initiatives that increased satisfaction scores and improved overall front-end efficiency.
- Provided leadership during high-volume periods, holidays, and special promotions to maintain smooth store operations.
Assistant Store Director
Stop & Shop
04.2006 - 06.2016
- Supervised employees and different store departments.
- Responded to customer complaints and comments.
- Partnered with store director to interview, hire, train, and develop department managers and team members to build and sustain high in-store performance.
- Double-checked product pricing and displays.
- Supported and oversaw daily operations across all store departments, ensuring smooth workflow, product availability, and excellent customer service.
- Collaborated with department managers to maintain merchandising standards, inventory accuracy, and sales floor presentation.
- Provided hands-on leadership during peak hours, staffing shortages, and store initiatives, stepping into any department as needed to maintain operational efficiency.
- Trained, coached, and mentored employees across multiple departments, helping team members grow into new roles and advance within the company.
- Assisted with recruiting, interviewing, hiring, and onboarding processes in partnership with Human Resources.
- Conducted employee evaluations, corrective actions, and performance coaching with a fair, supportive, and development-focused approach.
- Led new-hire orientations and ongoing training programs to ensure team members understood expectations, safety procedures, and company policies.
- Addressed employee relations concerns with professionalism, confidentiality, and adherence to HR guidelines.
- Supported scheduling, and labor management to meet store needs and budget requirements.
- Maintained compliance with company standards, loss prevention procedures, and health/safety regulations.
- Assisted with inventory control, department resets, promotional setups, and seasonal transitions.
- Built strong working relationships with associates and management, fostering a positive team culture and promoting open communication.
- Provided exceptional customer service by handling escalations, resolving issues, and ensuring customers had a positive shopping experience.
- Checked employee break times and schedule adherence.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Homegoods
Assistant Operations Manager
02.2002 - 04.2006
- Supported daily store operations, ensuring merchandise flow, sales floor presentation, and backroom efficiency met company standards.
- Oversaw receiving, processing, and stocking of freight while maintaining accuracy, speed, and safety protocols.
- Coordinated daily workload planning and task delegation for warehouse associates, sales floor teams, and cashiers.
- Maintained strong knowledge of HomeGoods merchandising standards, ensuring displays were visually appealing, organized, and aligned with brand guidelines.
- Ensured stockrooms, receiving areas, and operational zones were clean, organized, and compliant with safety requirements.
- Assisted with scheduling, timecard management, and labor planning to optimize staffing levels across operations and the sales floor.
- Monitored inventory levels, conducted cycle counts, and supported loss prevention efforts to reduce shrink.
- Provided hands-on support during truck deliveries, seasonal transitions, and high-volume periods to maintain store readiness.
- Trained and coached team members in operational procedures, merchandising, customer service, and company policies.
- Handled customer inquiries, returns, and escalations with professionalism and a focus on positive shopping experiences.
- Supported store opening and closing procedures, including cash handling, security protocols, and shift handoff documentation.
- Partnered with Store Manager and other department leads to achieve sales goals, improve efficiency, and maintain a positive store culture.
Education
High School Diploma -
Danbury High School
Danbury, CTSkills
- Leadership & teamwork
- Customer service excellence
- Operations & merchandising
- Training & staff development
- HR support & onboarding
- Inventory control & loss prevention
- Cash handling accuracy
- Strong communication
Timeline
Customer Service Assistant Store Director
Big Y
06.2016 - Current
Assistant Store Director
Stop & Shop
04.2006 - 06.2016
Homegoods
Assistant Operations Manager
02.2002 - 04.2006
High School Diploma -
Danbury High School