Kelly Young
Preston,Idaho
Summary
I have twenty plus years in the customer service field. Dedicated to providing skills to prioritize and multi-task in a fast-paced working environment. Successfully works as part of a team or individually to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
22
22
years of professional experience
Work History
Store Manager
Family Dollar
11.2024 - Current
- Led daily operations to ensure optimal store performance and customer satisfaction.
- Developed and implemented training programs for staff, enhancing team productivity and service quality.
- Analyzed sales data to identify trends, driving strategic merchandising decisions and inventory management.
- Oversaw budgeting processes, managing expenses to maximize profitability while maintaining quality standards.
- Mentored junior managers, cultivating leadership skills and promoting career development within the organization.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Improved efficiency and accuracy of inventory management by implementing new stock control system.
Debit Card Fraud Specialist
A.C.T
11.2023 - Current
- Investigated debit card fraud cases, identified patterns and trends in fraudulent activities.
- Analyzed customer accounts and transaction histories to determine suspicious activity.
- Maintained records related to all investigations into potential instances of debit card frauds.
Customer Service Manager
Ifit
06.2015 - 08.2023
- Provided exceptional customer service to ensure customer satisfaction.
- Monitored staff performance to ensure adherence to customer service standards.
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels. Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Liaised with other departments such as parts replacement and sales, to ensure smooth functioning of all activities related to customer service operations.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Monitored phone calls to provide feedback and coaching.
Customer Service Representative
Ifit
09.2008 - 06.2015
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Mentored new employees on procedures and policies to maximize team performance.
- Supported sales team members to drive growth and development.
Sales Associate
Ross Dress for Less
05.2004 - 07.2008
- Greeted customers and provided exceptional customer service.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Built relationships with customers to encourage repeat business.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Conducted inventories on a regular basis to track stock levels.
- Attended weekly team meetings to review performance goals and objectives.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Engaged customers in friendly, professional dialogue to determine needs.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Trained new team members in cash register operation, stock procedures and customer services.
Education
Ashland County - West Holmes Career Center
Ashland, OHGED -
Idaho State University
Pocatello, ID01-2004
Skills
- Handling Escalations
- Team Building and Leadership
- Technical Support
- Call Center Operations
- Excellent Time Management Skills
- Customer-Focused
- Salesforce Knowledge
- Skilled Multi-Tasker
- Store operations
- Customer service management
- Store opening and closing
- Friendly and positive
- Cash management
- Store merchandising
- Shift scheduling
- Employee training
- POS systems
- Recruitment and hiring
- Inventory control
Education and Training
other,other
Timeline
Store Manager
Family Dollar
11.2024 - Current
Debit Card Fraud Specialist
A.C.T
11.2023 - Current
Customer Service Manager
Ifit
06.2015 - 08.2023
Customer Service Representative
Ifit
09.2008 - 06.2015
Sales Associate
Ross Dress for Less
05.2004 - 07.2008
GED -
Idaho State University
Ashland County - West Holmes Career Center