Kathy Smith
Richmond,VA
Summary
I believe I would be an assett to the team. I bring a background of sales, management, transportation, collection, recovery, finance, cleaning, office & computer work, and most of all customer service.
Overview
21
21
years of professional experience
Work History
Deli Manager
The Fresh Market
Richmond, VA
03.2009 - 08.2010
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Distributed food to service staff for prompt delivery to customers.
- Prepared and led food service training programs to teach staff various tasks.
- Trained new employees on proper food handling techniques and safety regulations.
- Oversaw food preparation, production and presentation according to quality standards.
- Monitored temperatures of prepared food and cold-storage areas.
- Maximized customer satisfaction scores by training employees well and implementing strong customer relations standards.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Addressed employee performance issues promptly while also providing feedback and coaching as needed.
- Used proper cleaning supplies and methods to disinfect counters where raw meat, poultry, fish and eggs had been prepared.
- Assisted in developing marketing strategies that would increase sales in the deli department.
- Ordered necessary deli supplies to maintain stock levels.
- Monitored daily sales reports to maximize profitability.
- Developed weekly schedules for deli staff to ensure adequate coverage during peak hours.
Vet Assistant, Front Desk Receptionist
Midlothian Animal Clinic
, VA
08.2008 - 02.2009
- Performed laboratory tests, x-rays and other diagnostic tests to check animal health.
- Restrained and stabilized animals during examination and treatment to prevent injuries.
- Answered pet owner phone calls and responded to questions while taking messages for staff veterinarians.
- Assisted veterinarians in examining animals.
- Provided basic care and maintenance for animals in the facility.
- Monitored vital signs during surgery and anesthesia recovery.
- Ordered laboratory tests requested by veterinarian such as urinalysis, fecal exams, cultures .
- Completed enemas, catheterizations and intravenous feedings.
- Cared for hospitalized animals under direction of veterinarian staff.
- Performed routine lab work including blood draws and other specimen collection techniques.
- Sterilized and maintained veterinary care instruments and equipment.
- Cared for animals in post-operative recovery by closely monitoring vital signs and progress.
- Supported euthanasia procedures and disposal following regulations and owner preferences.
- Assisted with surgical preparation including prepping the animal for surgery.
Self Employed Cleaner
Smith's Cleaning Spree
Richmond, VA
03.2004 - 05.2008
- Moved furniture, equipment or supplies manually or with hand trucks.
- Replaced air filters on heating and ventilation systems as needed.
- Mixed water and detergents in containers to prepare chemical cleaning solutions.
- Cleaned bathrooms, including toilets, sinks, countertops, mirrors, and floors.
- Cleaned rugs and upholstery using vacuums and fabric shampoo when necessary.
- Waxed and polished wood furnishings to restore faded appearance.
- Emptied wastebaskets and replaced liners.
- Swept and damp-mopped private stairways and hallways.
- Organized, cleaned and sanitized kitchens, bedrooms, living rooms and bathrooms to tidy and eliminate daily germs.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Marketed cleaning services to grow customer base, offering client referral discounts, coupons and holiday promotions.
- Assisted customers in selecting appropriate cleaning products for specific tasks.
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Interacted pleasantly with clients and guests when performing daily duties.
- Provided additional services upon request by customers such as laundry washing, folding, ironing or pet care.
- Maintained and organized cleaning supplies stock.
Customer Service & Sales Rep
Fist Union National Bank
Richmond, VA
02.2000 - 02.2002
- Reset store displays for special events and seasonal merchandise changes.
- Processed orders, forms, applications, and requests.
- Called potential customers to assess business needs and present value propositions.
- Listened to customer needs to identify and recommend best products and services.
- Ensured compliance with all applicable laws and regulations related to the sale of goods or services.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.
- Provided accurate information about products and services.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Increased customer buy-in of loyalty programs and facilitated smooth signups to support revenue development objectives.
- Followed up on customer inquiries not immediately resolved.
- Analyzed trends in consumer behavior and preferences.
- Identified potential opportunities to upsell products or services.
Overnite Transportation, Now UPS Freight
Sales Account Manager
Richmond , VA
02.1997 - 02.2000
- Facilitated communication between drivers, dispatchers, customers, and other stakeholders as needed.
- Developed strategies aimed at increasing customer engagement through various marketing tactics such as email campaigns or social media outreach.
- Conducted regular safety inspections of vehicles to ensure compliance with local regulations.
- Pitched to new clients by leveraging client base and targeting strategic partnerships.
- Identified customer needs by asking questions and advising on best solutions.
- Monitored industry trends and made recommendations for changes in strategy accordingly.
- Acted as main point of contact in matters relating to client concerns and needs.
- Renewed existing accounts by cementing trusting relationships with customers.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Developed thorough understanding of products and service offerings to better upsell and cross-sell to clients.
- Produced sales documents, finalized deals and filed records.
- Generated leads through cold calling activities.
- Resolved customer complaints in a timely manner.
- Developed strategies to increase revenue from existing accounts.
- Negotiated contracts with clients to maximize profitability.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
Collector, Recovery Specialist, CSR
Signet Bank and later became Capital One
Richmond, VA
11.1989 - 03.1997
- Assisted customers with inquiries regarding billing statements and account status.
- Verified customer account balances and processed payments accordingly.
- Determined optimal routes based on GPS application information and knowledge of local routes.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Reviewed credit applications and approved or denied them based on established criteria.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Recorded information about customers' financial status and collections status efforts.
- Improved existing collections processes by analyzing rejection patterns and denials.
- Drafted letters to debtors informing them of their delinquent status.
- Oversaw settlement, discharge and sale of repossessed items and buildings.
- Developed collection methods to achieve or exceed company financial goals.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Processed refunds, chargebacks, or other forms of compensation for dissatisfied customers.
- Updated accounts and credit reports to reflect recent changes.
- Investigated disputed claims and made appropriate adjustments when necessary.
- Communicated with post office and credit bureaus to track delinquent clients to new addresses.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Completed skip traces on customers failing respond to collection efforts.
Independent Contractor
Door Dash
Richmond, VA
Independent Fashion Consultant
Paparazzi Jewelry & Accessories
Richmond , VA
- Reseller of costume jewelry for group benefits, fashionista's, mothers, fathers & children.
- Performed various administrative duties by checking invoices, preparing special orders, and product delivery.
- Developed and implemented marketing strategies to increase brand awareness of clients' fashion pieces.
- I also made & sold jewelry online, at craft shows and vendor events. This was under Pixie Dust and Bling Jewelry
- Presented available merchandise with attractive displays and pleasing arrangements.
Education
Chesterfield ABE
North Chesterfield, VaSkills
- Financial Collections
- Superior Customer Service
- Marketing and Sales
- Management Skills
Timeline
Deli Manager
The Fresh Market
03.2009 - 08.2010
Vet Assistant, Front Desk Receptionist
Midlothian Animal Clinic
08.2008 - 02.2009
Self Employed Cleaner
Smith's Cleaning Spree
03.2004 - 05.2008
Customer Service & Sales Rep
Fist Union National Bank
02.2000 - 02.2002
Overnite Transportation, Now UPS Freight
Sales Account Manager
02.1997 - 02.2000
Collector, Recovery Specialist, CSR
Signet Bank and later became Capital One
11.1989 - 03.1997
Independent Contractor
Door Dash
Independent Fashion Consultant
Paparazzi Jewelry & Accessories
Chesterfield ABE