Kathy Patton

• Started with Caremark Oct. 4. 2019 as Customer Service Representative.
• Worked on first Compass team, taking both care and Pharmacy Help Desk calls.
• Had very high OSAT percentages on survey feedback.
• Started on Senior Team Oct. 2021
• Assisting our front line customer care agents, by providing them work instructions, or guidance to assist our members.
• Take over procedural calls for assistance that must be done by Senior, repeat callers for same issue with no resolution, escalated callers needing help with any problem, while upholding company and plan policies.
• Have experience using Outlook, Word, Excel, Sales Force, Teams, Five 9, Avaya, Verint after BA, CAS, AS400, LINKS
• Supported departmental goals by consistently meeting or exceeding performance metrics related to resolutions handled and issue closure rates.
• Collaborated with cross-functional teams to identify root causes of recurring issues and implement preventative measures.
• Established strong reputation for fairness and impartiality in all resolution cases, earning trust of both customers and colleagues.
• Improved customer satisfaction by efficiently resolving complex issues and providing timely solutions.
• Leveraged advanced problem-solving skills to address difficult or escalated cases, ensuring customer satisfaction.
• Served as subject matter expert on dispute resolution, advising colleagues on best practices and industry trends.
• Helped team members develop skills and improve performance to maximize service and productivity.
• Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.

• Trained and supervised produce staff for optimal performance and adherence to company policies.
• Maintained produce display, and prep and storage areas in clean and orderly condition.
• Strengthened profits by reducing waste, controlling shrinkage, and increasing team efficiency with optimized workflows.
• Enhanced customer satisfaction through attentive service and consistent delivery of high-quality products.
• Managed product rotation to minimize waste, optimizing freshness and quality of available goods.
• Conducted regular inventory audits, addressing discrepancies and minimizing shrinkage due to theft or spoilage.
• Assisted customers with produce questions.
• Purchased produce following guidelines of marketing plan.
• Implemented effective merchandising techniques, leading to increased visibility of seasonal items and specialty products.
• Maintained produce area and kept produce storage area clean and sanitary.
• Selected items for specials and marked down items to reduce losses.
• Evaluated employee performance regularly, providing constructive feedback and implementing development plans as necessary.
• Priced produce to achieve margin and sales goals.
• Collaborated with suppliers to ensure timely deliveries, maintaining well-stocked produce section.
• Planned attractive produce displays, using color and texture to enhance.
• Established strong relationships with vendors, securing favorable pricing and exclusive deals on premium products.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Made all department schedules, time off requests, ensuring any worker of minor age was compliant with laws and regulations.

Served high customer volume during special events, nights, and weekends.

• Managed cash handling duties responsibly, ensuring accurate accounting at end of each shift.
• Making bank deposits after close, up to $50,000.
• Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
• Efficiently opened or closed bar according to established procedures, ensuring preparedness for each shift.
• Contributed to positive work environment through effective teamwork and communication with colleagues.
• Maintained clean and organized workspace, ensuring compliance with health and safety regulations.
• Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
• Kept bar presentable and well-stocked to meet customer needs.
• Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
• Followed alcohol awareness procedures for preventing excessive guest intoxication.
• Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
• Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
• Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
• Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
• Adhered to state laws regarding alcoholic beverage services and customer regulations.
• Enhanced dining experience, suggesting food and drink pairings that complemented menu offerings.
• Managed inventory to prevent shortages, conducting weekly stock checks and placing timely orders.
• Fostered culture of teamwork, collaborating with colleagues to ensure smooth operation during high-traffic periods.
• Enhanced customer experience with engaging conversations.
• Handled cash and card transactions accurately, reducing discrepancies and balancing till at end of each shift.
• Served our regular dining guests with a smile and conversation that didn't sound scripted.
• Ensured all drinks where delivered to tables in timely and accurate manner.
• Trained new employees coming in with patience and positive tone.
• Worked in kitchen area to fill in if shorthanded, for entire shifts or if needed thru only busy times.
• Volunteered to come in do prep for kitchen, making dressings, bread, cleaning seafood, ribs or any meats to be ready to pull and cook, Including appetizer options.
• Kept positive attitude to keep morale up in both back or front of house.
• Opened and closing shifts, many times doing both if needed with short break in between, for any position listed that needed help.
• Handled complaints and worked with customers to resolve any problems.

• 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 Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Processed payments for credit and debit cards and returned proper change for cash transactions.
• Developed 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.
• Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
• Implemented loss prevention tactics to deter thefts while maintaining welcoming environment for all customers.
• Developed and maintained strong relationships with vendors to facilitate timely product delivery.
• Interacted well with customers to build connections and nurture relationships.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Measured amount of fuel every morning to ensure amount was aligning with paperwork.
• Worked VA Lottery machines, including cash outs up to $500.
• Ensured laws on underage alcohol were prohibited, and enforced with all employees.
• Assisted 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.