Kelly Butler
Ballwin,Missouri
Summary
Proactive, goal-oriented professional recognized for exceptional time management and problem-solving abilities. Demonstrates reliability and adaptability, with a proven track record of swiftly mastering and applying new skills. Committed to leveraging strengths to drive team success and contribute to organizational growth while fostering an environment of collaboration and innovation. Passionate about achieving results that align with company objectives and enhance overall performance.
Overview
11
11
years of professional experience
Work History
Senior Customer Care Specialist
Cognizant (subcontracted by Breakthru Beverage)
St Louis, MO
03.2018 - Current
- Optimized technology usage to facilitate seamless ordering and delivery scheduling for client websites.
- Analyzed and processed Cherwell tickets, facilitating effective problem-solving and user satisfaction.
- Oversaw incoming chat inquiries, providing assistance and resolving issues efficiently.
- Managed incoming emails for sales orders, product returns, delivery issues, and complaints across 16 states.
- Provided guidance to customers regarding billing payment processing and support procedures to enhance user experience.
- Delivered technical assistance for online ordering portal to enhance operational efficiency.
- Addressed customer inquiries and concerns with exceptional service, ensuring effective issue resolution and maintaining proactive communication.
- Mentored junior team members to enhance performance and ensure adherence to best practices.
- Analyzed customer feedback to identify trends and implement improvements in service delivery.
- Collaborated with cross-functional teams to streamline processes and improve overall customer experience.
- Developed training materials to support onboarding of new staff and improve operational efficiency.
- Established a strong rapport with clients through proactive relationship management and personalized attention.
- Championed high standards of professionalism within the team, fostering a culture of excellence and accountability.
- Managed escalated customer issues with empathy and understanding while maintaining adherence to company policies.
- Mentored junior team members in the nuances of superior customer care, bolstering their skills and confidence levels.
- Nurtured long-term client relationships by attentively listening to their needs and offering tailored recommendations for products or services.
- Assisted in the development of departmental policies and procedures aimed at elevating overall service quality levels.
- Enhanced customer satisfaction by promptly addressing concerns and providing efficient solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Implemented and developed customer service training processes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Assisted call-in customers with questions and orders.
- Streamlined communication channels for improved customer interaction and faster resolutions.
- Optimized workflows, enabling more effective resource allocation and improved service delivery times.
- Provided timely feedback on product issues or trends observed during customer interactions, contributing valuable insights for product improvement efforts.
- Improved customer retention rates by consistently delivering exceptional service experiences.
Customer Service Representative
Breakthru Beverage (Formerly Major Brands)
St. Louis, MO
04.2018 - Current
- Monitored and maintained accurate EDI UPC mappings for Schnucks and Walmart, facilitating seamless transactions in Missouri.
- Achieved seamless account setup for new clients. Streamlined order processing to enhance customer satisfaction. Rectified issues with incorrect products and mispicks to maintain operational efficiency.
- Streamlined operations by handling high call volume, supporting online order processing, and facilitating bill of lading management.
- Directed customers towards comparable products to enhance satisfaction and maintain competitive edge.
- Supported cross-functional teams to improve operational efficiency and customer satisfaction.
- Conducted comprehensive onboarding sessions to ensure new employees embody professionalism and demonstrate loyalty to brand standards.
- Delivered exceptional customer service, resolving inquiries and complaints effectively.
- Collaborated with sales team to enhance product knowledge among customers.
- Led initiatives to streamline communication between departments, enhancing overall efficiency.
- Mentored junior representatives, fostering professional development and team cohesion.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Bar Manager
Veritas
Ellisville, MO
02.2017 - 10.2017
- Developed spreadsheet to manage liquor inventory, pars and cost of goods.
- Created a new bar structure to ensure proper service and wine inventory.
- Collaborated with kitchen team for seamless integration of food and beverage offerings.
- Managed inventory to reduce wastage, ensuring optimal stock levels for daily operations.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Developed unique events and special promotions to drive sales.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Oversee private parties and special events.
- Ordering, cash handling, banking, reconcile credit cards and cash.
- Oversaw daily bar operations, ensuring compliance with health and safety regulations.
- Developed and implemented drink menus, enhancing customer experience and satisfaction.
- Managed inventory levels, optimizing ordering processes to reduce waste and costs.
- Crafted special drink and cocktail menu items for seasonal offerings.
General Manager
Walnut Grill
Ellisville and O’Fallon, MO
03.2015 - 02.2017
- Optimized front-of-house staffing by effectively managing schedules for servers, hosts, server assistants, bar backs, food runners, and bartenders, enhancing service efficiency.
- Oversaw restaurant opening and closing tasks, providing comprehensive reports to owners and investors on operational performance.
- Oversaw reconciliation of credit card accounts and cash transactions. Managed banking processes to enhance financial accuracy and efficiency.
- Fostered a collaborative work environment, enhancing communication between kitchen and front-of-house staff.
- Developed training programs for team members, improving service consistency and staff performance.
- Led operational strategy to enhance guest satisfaction and service efficiency.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
Education
Business Administration
University of Phoenix
Las Vegas, MO01-2001
General Studies
Meramec Community College
St. Louis, MO01-1989
Skills
- Senior Customer Support Specialist
- Critical thinking
- Data entry
- Product and service solutions
- Computer proficiency
- Problem resolution
- Product knowledge
- Live chat support
- Account management
- Staff training
- Administrative support
- Microsoft Excel
- Microsoft outlook
- SAP
- AS400
- D365
- Aloha
- POS
Timeline
Customer Service Representative
Breakthru Beverage (Formerly Major Brands)
04.2018 - Current
Senior Customer Care Specialist
Cognizant (subcontracted by Breakthru Beverage)
03.2018 - Current
Bar Manager
Veritas
02.2017 - 10.2017
General Manager
Walnut Grill
03.2015 - 02.2017
General Studies
Meramec Community College
Business Administration
University of Phoenix