Kathy Salovardos
Hollis,NH
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Front of House Staff Member
Buckley's Market and Cafe
Hollis, NH
09.2023 - Current
- Greeted customers and answered questions about menu items.
- Performed opening and closing duties as assigned by management staff.
- Handled cash register transactions for both dine-in and take-out orders.
- Earned consistently highest tips by displaying exceptional listening skills and attentiveness and delivering diners' unique preferences every time.
- Provided exceptional customer service to ensure satisfaction.
- Replenished condiments and other dining supplies as needed throughout shift.
- Tracked inventory of supplies and communicated needs to management team.
- Demonstrated excellent communication skills while interacting with customers.
- Processed customer payments accurately and efficiently.
- Adhered to company policies regarding dress code, break times.
- Verified that alcoholic beverages were served only to those 21 years of age or older.
- Resolved customer complaints promptly and professionally.
Cashier/Server
Pizzeria Zacharia
Hollis, NH
07.2018 - 08.2023
- Operated POS system to receive payment by cash and credit card.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Learned roles of other departments to provide coverage and keep store operational.
- Used suggestive selling techniques to promote add-on sales.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Performed other duties as assigned by management.
- Ensured compliance with all safety regulations within the store environment.
- Resolved customer complaints professionally in accordance with company policy.
- Balanced daily transactions on a computerized point-of-sale system.
- Managed cash drawer, balancing daily receipts and deposits.
Customer Service Supervisor
Park Place Technologies
Marlborough, MA
08.2013 - 08.2017
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Evaluated employee job performance and motivated staff to improve productivity.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Drove positive customer satisfaction levels by providing successful training to associates.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Monitored phone calls to promote better service and provide feedback.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Monitored phone calls to provide feedback and coaching.
- Interviewed, hired and trained staff to meet company objectives.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Assisted in developing training materials for new hires as well as existing employees.
Dealer Forms Sales Manager
Deluxe Business Systems
Groton, MA
05.2007 - 08.2011
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Delivered constructive call process feedback.
- Motivated and promoted team employees from within for key leadership roles.
- Determined and formulated policies, procedures and business strategies to meet growth objectives of company.
- Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Implemented new strategies for improving customer experience through better communication channels such as email, text messaging or web chat support.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Created and implemented procedures for handling customer inquiries and complaints.
- Participated actively in product launches or campaigns related to the call center operations.
- Assisted in hiring new personnel when needed as well as provided ongoing training and development initiatives.
- Identified opportunities for process improvements that would optimize operational efficiency and reduce costs associated with call center operations.
- Developed training materials for new hires on how to handle different types of calls effectively.
- Managed vendor relationships so that services provided were cost effective yet met high quality standards.
- Established strong partnerships with internal departments such as sales, marketing and IT teams to ensure effective implementation of projects.
- Worked closely with vendors to ensure timely delivery of products and services as required by customers.
- Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
- Developed and maintained a team of call center representatives to meet performance standards.
Education
Associate of Applied Science - Business Administration And Management
Hesser Community College
Nashua, NH05-1999
Skills
- Handling Complaints
- Building rapport
- Money Handling
- Team Collaboration
- Professional Appearance
Certification
- LEAN Certified
Timeline
Front of House Staff Member
Buckley's Market and Cafe
09.2023 - Current
Cashier/Server
Pizzeria Zacharia
07.2018 - 08.2023
Customer Service Supervisor
Park Place Technologies
08.2013 - 08.2017
Dealer Forms Sales Manager
Deluxe Business Systems
05.2007 - 08.2011
Associate of Applied Science - Business Administration And Management
Hesser Community College
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