Kelsi Goodrow

• Assisted in the recruitment, training, and support of new team members to maintain a high-performing workforce dedicated to achieving program objectives.
• Implemented practices and policies to keep staff members on task and prioritize duties.
• Developed strong relationships with community partners to support the growth and sustainability of the program.
• Ensured compliance with organizational policies and procedures while executing program tasks efficiently.
• Organized meetings and scheduled events.
• Promoted a positive work environment through effective communication, teamwork, and problem-solving skills.
• Acted as a liaison between the organization and external partners to ensure smooth collaboration and execution of joint initiatives.
• Prepared paperwork and assisted with clerical duties such as answering phones, data entry input, and responding to emails.
• Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
• Monitored program performance and outcomes for successful delivery of services.

• Provided crisis intervention services when needed, deescalating situations quickly and effectively.
• Coordinated with external organizations to connect

individuals served with additional resources outside of our agency.

• Connected individuals served with appropriate resources, streamlining their path toward self-sufficiency and wellness.
• Reduced barriers to accessing mental health services by identifying and addressing individualized needs.
• Educated individuals served on coping skills, stress management techniques, and other tools necessary for maintaining mental wellbeing.
• Promoted a supportive environment by fostering open communication, empathy, and understanding among individuals served.
• Assisted in creating a safe space where individuals served felt comfortable discussing sensitive issues openly.
• Maintained accurate documentation of individuals served interactions, ensuring compliance with confidentiality regulations.
• Educated individuals served on dangers of substance use and harm reduction techniques.

• Implemented effective loss prevention strategies by closely monitoring transactions, identifying suspicious activities, and taking appropriate action when necessary.
• Maintained accurate inventory counts for all store assets, conducting frequent audits to ensure proper tracking of items.
• Increased overall operational efficiency within the cash office by evaluating current practices, identifying areas for improvement, and implementing changes where needed.
• Oversaw the ordering process for necessary supplies to maintain adequate stock levels within the cash office department at all times.
• Interacted well with customers to build connections and nurture relationships.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.

• Maintained associate payroll, benefit and performance information.
• Organized and balanced multiple priorities within fast-paced environment.
• Enhanced customer satisfaction by effectively addressing and resolving complaints in a timely manner.
• Led, built and developed team for modeling service excellence.
• Participated in the recruitment process, selecting top candidates for customer service roles within the department.
• Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
• Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.

• Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
• Effectively managed escalated complaints from customers, negotiating mutually beneficial resolutions and promoting customer satisfaction.
• Trained new employees, ensuring they were well-equipped to handle customer inquiries and concerns.
• Conducted regular performance reviews for team members, providing constructive feedback to support their professional growth.
• Managed challenging situations with professionalism and empathy, ensuring each customer felt heard and valued.

• Greeted customers entering store and responded promptly to customer needs.
• Welcomed customers and helped determine their needs.
• Worked flexible schedule and extra shifts to meet business needs.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
• Assisted customers with returns, refunds and resolving transaction issues.