Kelly Smith
Orange Park
Summary
Dynamic professional with extensive experience in customer service and team leadership at Dollar General. Proven ability to enhance customer satisfaction and boost sales through effective problem-solving and exceptional communication. Skilled in training and mentoring staff while maintaining a safe and organized store environment. Committed to fostering teamwork and continuous improvement.
Overview
24
24
years of professional experience
Work History
Key Carrier
Dollar General
10.2024 - 05.2025
- Increased customer satisfaction by addressing and resolving issues promptly, leading to a better shopping experience.
- Boosted sales performance with consistent promotion of products and services to customers during transactions.
- Assisted in training new hires, fostering an environment of continuous learning and professional growth among team members.
- Contributed to a culture of safety by adhering to all established guidelines and procedures, minimizing the occurrence of workplace accidents.
- Ensured compliance with company policies by overseeing daily cash handling processes, minimizing errors or discrepancies.
- Elevated overall store presentation through diligent merchandising efforts, creating visually appealing displays that enticed customers to make purchases.
- Improved team productivity through effective delegation of tasks to staff members based on their skills and strengths.
- Demonstrated exceptional leadership qualities by motivating team members towards shared objectives while maintaining high morale levels among staff.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Managed store personnel by delegating tasks and supervising daily operations.
Customer Care Representative
Concentrix
05.2024 - 07.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Team Leader
Goodwill Industries Of North Florida
02.2022 - 01.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Educated staff on organizational mission and goals to help employees achieve success.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
Team Leader
Goodwill Industries of Middle TN
06.2017 - 08.2021
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Customer Support Specialist
Sprint/Nextel Call Center
02.2001 - 07.2008
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Education
Associate of Arts - General Studies
Northwest Florida State College
Niceville, FL05-1991
Skills
- Store operations
- Store maintenance
- Delegation
- Cash handling
- Workplace safety
- Customer service
- Training and mentoring
- Customer service management
- Staff training and development
- Bank deposits
- Store recovery processes
- Drawer counting
- Front end operations
- Opening and closing coordination
- Willingness to learn
- Teamwork
- Multitasking and prioritizing
- Problem-solving
- Professionalism
- Employee training
- Delegation and supervision
- Computer proficiency
- Inventory and stocking
- Superior work ethic
- Excellent communication
- Multitasking
Timeline
Key Carrier
Dollar General
10.2024 - 05.2025
Customer Care Representative
Concentrix
05.2024 - 07.2024
Team Leader
Goodwill Industries Of North Florida
02.2022 - 01.2024
Team Leader
Goodwill Industries of Middle TN
06.2017 - 08.2021
Customer Support Specialist
Sprint/Nextel Call Center
02.2001 - 07.2008
Associate of Arts - General Studies
Northwest Florida State College
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