Kathleen Grove
Chambersburg,PA
Summary
Dedicated Customer Service professional with a strong foundation in customer support and sales management. Experienced in maintaining high satisfaction levels and executing quality checks in fast-paced settings. Demonstrates a commitment to safety and efficiency while driving team collaboration and operational success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Packaging Laborer
Martin's Famous Pastry Shoppe, Inc.
Chambersburg, USA
12.2025 - Current
- Operated machinery on manufacturing line, ensuring smooth workflow in fast-paced environment.
- Conducted quality checks on products and packaging, maintaining compliance with standards.
- Executed various physical tasks, including lifting and squatting, to support production needs during shifts.
- Multitasked efficiently, supporting continuous operations and productivity.
- Utilized basic math skills for accurate measurements and calculations.
- Prioritized safety measures to uphold workplace standards.
Sales Consultant
XFINITY Store by Comcast
Chambersburg, USA
07.2024 - 03.2025
- Managed key accounts, ensuring high satisfaction levels and fostering repeat business.
- Established and maintained strong client base through relationship building and follow-up communication, enhancing customer loyalty.
- Provided in-depth product knowledge to address customer inquiries and recommend tailored solutions, improving customer satisfaction.
- Managed account schedules and coordinated customer appointments, streamlining operations and improving service delivery.
Operator
Dynamark Monitoring
Hagerstown, USA
04.2024 - 06.2024
- Managed inbound and outbound customer calls about security alarms, ensuring timely responses in fast-paced environment.
- Applied strong customer service skills to provide effective phone support, resolving inquiries efficiently.
- Streamlined queue management to minimize alarm call wait times and enhance customer experience.
- Assisted customers by placing accounts on test to ensure system functionality.
- Addressed account inquiries and facilitated appropriate call transfers for resolution.
Assistant Store Manager
Sales House of Time Inc.
Waynesboro, USA
08.2017 - 03.2024
- Delivered exceptional in-person customer experiences in a fast-paced environment.
- Developed and executed strategies to improve service quality for customers.
- Encouraged employees to embrace positive mindsets and focus on customer service.
- Supported repairs and sales initiatives to improve store operations.
- Executed opening and closing procedures to maintain store integrity.
- Managed payroll and financial processes to support business efficiency.
Assistant Store Manager
Rutters Farm Store
Waynesboro, USA
05.2020 - 08.2020
- Oversaw employee performance during shifts, contributing to a cohesive team environment.
- Resolved customer complaints and requests efficiently, ensuring satisfaction while managing multiple tasks.
- Maintained operational standards and improved store appearance to enhance customer experience.
- Completed orders and checked in vendor shipments to ensure inventory accuracy.
Seasonal Cashier
Lowe's
Chambersburg, USA
02.2019 - 08.2019
- Operated cash register efficiently to process transactions.
- Guided customers in selecting products and services to meet their needs at Lowe's.
- Helped customers lift heavy items for their purchases to ensure satisfaction.
- Remained standing for extended periods to provide attentive customer service.
Account Manager/Customer Service
Citicorp Credit Services
Hagerstown, USA
12.2015 - 10.2017
- Managed credit card accounts while mentoring customer service representatives.
- Assisted customers with credit needs, improving service delivery and customer experience.
- De-escalated calls to resolve customer issues, ensuring customer satisfaction in a fast-paced environment.
- Supported side projects to enhance service quality and increase product satisfaction.
Customer Service Representative/Sales
Citicorp Credit Services
Hagerstown, USA
01.2013 - 12.2015
- Recommended products and services based on sales experience, improving customer satisfaction with credit card offerings.
- Assisted customers through inbound calls to resolve credit inquiries and enhance satisfaction.
- Functioned in fast-paced environment prioritizing client needs and delivering timely solutions.
- Maintained compliance with company regulations and industry standards.
Education
High School -
Smithsburg Senior High School
Smithsburg, MDSkills
- Product handling
- Material handling
- Inventory management
- Safety compliance
- Attention to detail
- Microsoft Office proficiency
- Microsoft Excel proficiency
- Microsoft Word proficiency
- Microsoft PowerPoint skills
- Outlook calendar
- Team management
- Typing proficiency
- Time management skills
- Team collaboration
- Customer service
- Individual consumer service
- Telephone etiquette
- Phone support for customers
- Customer satisfaction
- Service orientation
- Customer support response improvement
- Call center operations
- Account management
- Issue escalation
- Conflict management skills
- Organizational skills
- Performance-driven mindset
- Management capabilities
- Supervisory experience
- Support team management
- Office administration
- Mobile device management
- Windows operating system
- CRM software utilization
- Conflict management skills
- Microsoft Word proficiency
- Customer service
- Safety compliance
- Product information provision",
Certification
Driver's License
Languages
English, Fluent
Timeline
Packaging Laborer
Martin's Famous Pastry Shoppe, Inc.
12.2025 - Current
Sales Consultant
XFINITY Store by Comcast
07.2024 - 03.2025
Operator
Dynamark Monitoring
04.2024 - 06.2024
Assistant Store Manager
Rutters Farm Store
05.2020 - 08.2020
Seasonal Cashier
Lowe's
02.2019 - 08.2019
Assistant Store Manager
Sales House of Time Inc.
08.2017 - 03.2024
Account Manager/Customer Service
Citicorp Credit Services
12.2015 - 10.2017
Customer Service Representative/Sales
Citicorp Credit Services
01.2013 - 12.2015
High School -
Smithsburg Senior High School