Kayli Southerland
Lake Odessa,MI
Summary
Results-driven adept at meeting customer needs by applying business knowledge, logistics understanding and persuasive communication skills. History of leading customer service team members to enhance customer satisfaction, reduce issues and grow sales. Looking for a permanent position with room for advancement and the opportunity to contribute to business success. Personable and dedicated Customer Service Representative with extensive experience in retail . Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Hardworking and reliable customer experience coordinator with strong ability in leadership. Offering hardwork and loyalty. Highly organized, proactive and punctual with team-oriented mentality.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Experience Coordinator
TJ Maxx Distribution Center
Grand Rapids, MI
11.2022 - Current
- Assisted cashiers with resolving customer complaints and inquiries.
- Provided guidance to cashiers on how to accurately ring up customers' purchases.
- Trained new cashiers on proper use of registers and store policies.
- Monitored cashier performance, providing feedback as needed.
- Performed daily opening and closing procedures for the register area.
- Maintained a clean work environment by sweeping floors and wiping down counters regularly.
- Processed refunds and exchanges according to company policy.
- Identified discrepancies between actual sales figures and expected totals.
- Resolved discrepancies between POS system and physical money amounts in drawers at end of shift.
- Recognized potential theft or fraud attempts by monitoring suspicious behavior.
- Coordinated with other departments when additional support was needed during peak hours.
- Ensured compliance with all safety regulations while performing tasks.
- Assisted customers with locating items within the store when requested.
- Supported other teams when necessary, such as stocking shelves or bagging groceries.
- Developed strong working relationships with team members to foster collaboration.
- Continually evaluated processes for improvement opportunities and implemented changes accordingly.
- Analyzed sales data reports to identify trends in customer buying habits.
- Answered customer questions and provided store information.
- Assisted with training new cashiers and customer service team members to increase speed of onboarding.
- Processed payments promptly for customers to exceed productivity standards.
- Scanned, priced and bagged customer groceries quickly to keep lines moving.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Inventoried stock and placed new orders to maintain supplies for expected demand.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Rotated and merchandised products at point-of-sale to improve impulse buy rate.
- Trained new team members in cash register operation, stock procedures and customer services.
- Helped customers find specific products, answered questions and offered product advice.
- Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers.
- Learned roles of other departments to provide coverage and keep store operational.
- Helped with purchases and signed customers up for rewards program.
- Processed refunds for worn, damaged and broken merchandise.
- Screened applicants for hire and assisted with training individuals for cashier positions.
- Greeted customers promptly and responded to questions.
- Answered phone calls to assist customers with questions and orders.
- Processed customer payments quickly and returned exact change and receipts.
- Maintained work area and kept cash drawer organized.
- Welcomed customers, offering assistance to help find store items.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Assisted customers by providing information and resolving complaints.
- Built and maintained productive relationships with employees.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Answered customers' questions and provided information on store procedures or policies.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Processed returned merchandise by strictly following store return and exchange procedures.
Dishwasher, Food Runner, Cook
Conflux City Brewery
Portland, MI
12.2021 - 06.2022
- Scrubbed and sanitized dishes, pots, pans, utensils, and other kitchen equipment.
- Operated industrial dishwashers to clean plates, glasses, silverware, and cooking utensils.
- Loaded dirty dishes into the dishwasher racks and unloaded clean dishes from the washer onto carts or shelves.
- Stocked service areas with clean plates, bowls, cups, and other items as needed.
- Removed garbage and trash to designated disposal areas in accordance with health regulations.
- Maintained adequate levels of cleaning supplies for washing dishes.
- Inspected all returned dishes for cleanliness before restocking them on shelves.
- Followed all safety guidelines while handling sharp objects like knives or forks.
- Sanitized surfaces after each use following standard sanitation practices.
- Ensured that workstations were kept neat and tidy throughout the shift.
- Replenished soap dispensers with detergent when necessary.
- Kept dishware, glasses and utensils ready for customer needs by quickly scraping, washing and restacking items.
- Sanitized counters and wiped down surfaces following food preparation to prevent cross-contamination from raw meats.
- Developed great team spirit with other personnel by pitching in and helping with task completion.
- Maintained assigned areas to keep organized and clean by mopping floor.
- Replaced clean utensils in storage bins for easy access.
- Restocked main kitchen areas with items from shelves, coolers and freezers.
- Swept and mopped floors at end of shift to comply with sanitary regulations.
- Sorted clean dishes in appropriate storage areas for easy and accessible use.
- Transported clean dishes and supplies from kitchen to front of house staff for opening shift.
- Mixed soap, water and sanitizer together to create cleaning solutions for daily use.
- Adhered to sanitary regulations to prevent contamination with food products.
- Assisted chef with food measurements, preparation and storage when necessary.
- Re-stocked clean washcloths, paper towels, sponges and other cleaning supplies.
- Assisted servers in setting up tables for guests.
- Organized food orders and ensured accuracy of items served to customers.
- Delivered food to guests in a timely manner while following safety protocols.
- Checked all dishes before delivering them to ensure quality standards were met.
- Ensured that all orders were correct before leaving the kitchen area.
- Provided assistance with clearing plates from tables after meals were completed.
- Cleaned and sanitized work areas throughout shift including counter tops, floors, equipment.
- Responded promptly to customer inquiries and requests for additional items or services.
- Maintained supplies such as napkins, silverware, glassware and plates throughout shift.
- Helped maintain organization of walk-in coolers and freezers according to health department regulations.
- Ensured compliance with health code regulations related to food storage temperatures.
- Double-checked meals placed in window against customer tickets for accuracy.
- Memorized dining room floor plans and understood seat number system.
- Removed dishes and glasses from tables or counters to take to kitchen for cleaning.
- Prepared meals according to recipes and menus, adjusted ingredients and cooking times accordingly.
- Adhered to food safety standards when storing and preparing foods.
- Cleaned kitchen equipment, surfaces, utensils and dishes.
- Checked quality of ingredients before use in order to ensure freshness.
- Monitored stock levels of food items and ordered more when necessary.
- Ensured that all food was cooked at the correct temperature and stored correctly.
- Maintained a clean working environment by sweeping, mopping floors, washing surfaces and emptying trash cans.
- Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.
- Operated grills, fryers and broilers to cook items to quality guidelines.
- Wrapped, dated and labeled food items in storage for safety and freshness.
- Enforced proper sanitation practices to prevent spoiling or contamination of foods.
- Chopped, diced and sliced vegetables and fruit ahead of rush periods.
- Operated ovens, fryers and mixers safely to prevent kitchen accidents and machinery malfunction.
- Maintained safe operations of food prep equipment to reduce complications and retain safety procedures.
- Grilled and deep fried various foods from meats to potatoes.
- Prepared and served meals by reviewing recipes and combining and cooking ingredients.
- Sanitized workstation at end of shift to minimize risk of salmonella and other food-borne illnesses.
- Checked quality of food products to meet high standards.
- Checked completed orders for correct quantity and quality.
Dishwasher
C&R'S Homestyle Restaurant
Lake Odessa, MI
06.2020 - 12.2021
- Scrubbed and sanitized dishes, pots, pans, utensils, and other kitchen equipment.
- Operated industrial dishwashers to clean plates, glasses, silverware, and cooking utensils.
- Loaded dirty dishes into the dishwasher racks and unloaded clean dishes from the washer onto carts or shelves.
- Stocked service areas with clean plates, bowls, cups, and other items as needed.
- Removed garbage and trash to designated disposal areas in accordance with health regulations.
- Maintained adequate levels of cleaning supplies for washing dishes.
- Inspected all returned dishes for cleanliness before restocking them on shelves.
- Followed all safety guidelines while handling sharp objects like knives or forks.
- Sanitized surfaces after each use following standard sanitation practices.
- Ensured that workstations were kept neat and tidy throughout the shift.
- Replenished soap dispensers with detergent when necessary.
- Kept dishware, glasses and utensils ready for customer needs by quickly scraping, washing and restacking items.
- Sanitized counters and wiped down surfaces following food preparation to prevent cross-contamination from raw meats.
- Developed great team spirit with other personnel by pitching in and helping with task completion.
- Maintained assigned areas to keep organized and clean by mopping floor.
- Replaced clean utensils in storage bins for easy access.
- Restocked main kitchen areas with items from shelves, coolers and freezers.
- Swept and mopped floors at end of shift to comply with sanitary regulations.
- Sorted clean dishes in appropriate storage areas for easy and accessible use.
- Transported clean dishes and supplies from kitchen to front of house staff for opening shift.
- Mixed soap, water and sanitizer together to create cleaning solutions for daily use.
- Adhered to sanitary regulations to prevent contamination with food products.
- Assisted chef with food measurements, preparation and storage when necessary.
- Re-stocked clean washcloths, paper towels, sponges and other cleaning supplies.
Education
High School Diploma -
Saranac High School
Saranac, MI06-2022
Skills
- Returns policies
- Training and coaching
- Order Processing
- Opening and closing procedures
- Customer Service
- Customer Relations
- Product Knowledge
- Organizational Skills
- Time management abilities
- Team building
- Complaint resolution
- Decision-Making
- Transaction Processing
- Sales Transactions
- Merchandise Orders and Exchanges
- Relationship Building
Accomplishments
- Certificate in FFA
- Certificate in culinary arts
Certification
- ServSafe certificate
References
References available upon request.
Timeline
Customer Experience Coordinator
TJ Maxx Distribution Center
11.2022 - Current
Dishwasher, Food Runner, Cook
Conflux City Brewery
12.2021 - 06.2022
Dishwasher
C&R'S Homestyle Restaurant
06.2020 - 12.2021
High School Diploma -
Saranac High School
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