Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Carr

Kelly Carr

Media,PA

Summary

Professional customer service leader with strong focus on team collaboration and achieving results. Known for adaptability and reliability in changing environments. Expertise in conflict resolution, communication, and process improvement to enhance customer satisfaction. Skilled in training and mentoring team members to ensure consistent high-quality service.

Overview

2025
2025
years of professional experience

Work History

Lead Customer Service Assoc

Wawa Inc
  • Contributed ideas during strategy meetings focused on improving overall departmental performance metrics
  • Collaborated with team members to develop strategies for improving customer experience and retention.
  • Resolved escalated customer complaints effectively while maintaining composure under pressure.

Food and Beverage Supervisor

Wawa
10.2011 - 10.2024
  • Maintained a clean and organized work environment to ensure compliance with health department regulations and company standards.
  • Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
  • Reduced wait times during peak hours by efficiently allocating resources.
  • Upheld highest standards of hygiene practices among staff members through ongoing education on sanitation protocols leading to consistent top-rated health inspection scores.
  • Demonstrated adaptability by effectively adjusting to sudden changes in customer volume or staffing levels while maintaining exceptional service quality.
  • Managed large-scale events and catering orders, ensuring timely preparation, delivery, and setup to exceed client expectations.
  • Collaborated with other supervisors and managers to develop cross-training programs, enhancing employee versatility and reducing downtime during staff absences or turnover periods.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Trained new hires in food handling and safety protocols to boost knowledge and performance.

Customer Service Representative

Edmund Optics
09.1997 - 06.2010
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Investigated and resolved customer inquiries and complaints quickly.

Education

High School Diploma -

Upper Darby High School
Upper Darby, PA

Skills

  • Complaint handling
  • Fast learner
  • Customer service
  • Problem-solving
  • Multitasking and organization
  • Team member training
  • Positive and friendly

Timeline

Food and Beverage Supervisor

Wawa
10.2011 - 10.2024

Customer Service Representative

Edmund Optics
09.1997 - 06.2010

Lead Customer Service Assoc

Wawa Inc

High School Diploma -

Upper Darby High School

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Kelly Carr