Kathryn Flannery
Aiken,SC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in convienence store industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Senior Customer Service Associate
Wawa
Portsmouth, VA
06.2006 - 02.2022
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Took cash and credit card payments in person .
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
- Provided ongoing guest service.
- Serv-Safe certified
- Ensured all foods served were proper temperature and in code.
- Passed all in company , city, and health department inspections.
- Assisted in cycle counts, store orders and till reconciliation.
Education
No Degree -
Christopher Newport College
Newport News, VAField Medic/Paramedic - Medical
United States Army Fort Sam Houston
San Antonio, TX05.1988
Skills
- Customer Retention Strategies
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Promoting Brand and Company Identity
- Inventory Management
- De-escalation Techniques
- Understanding Customer Needs
- Courteous with Strong Service Mindset
Additional Information
References provided upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Customer Service Associate
Wawa
06.2006 - 02.2022
No Degree -
Christopher Newport College
Field Medic/Paramedic - Medical
United States Army Fort Sam Houston
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