Kenya Ervin

• Developed monthly life enrichment calendar and published electronically and in print.
• Planned resident outings and special events to mark holidays and celebrate special occasions.
• Drafted budgets for programs and ordered materials that were needed for certain activities.
• Developed and lead intergenerational activities to encourage mental agility of patients.
• Evaluated the effectiveness of activity programs through ongoing assessment and feedback from residents, families, and staff members.
• Networked with community organizations and leaders for volunteer opportunities and cooperative engagements.
• Developed strong relationships with residents and their families, fostering a supportive community environment.
• Ensured compliance with state regulations and facility policies by maintaining accurate documentation of activity programs.
• Performed assessments on activity programs to determine what specific activities were suitable.
• Designed wide variety of activities to stimulate interest, involvement, and engagement of patients.
• Coordinated special events such as holiday celebrations or themed parties to enhance overall quality of life within the community setting.
• Maintained activity records and reports to evaluate program success and identify areas for improvement.
• Arranged outings as part of recreational program.
• Increased physical fitness levels among residents by designing exercise programs tailored to individual abilities and preferences.
• Census around 50-52 residents, maintaining proper activities to suit everyone based on their own skill and performance level.

• Implemented quality assurance measures designed to catch errors before they reached customers, minimizing negative impacts on the user experience.
• Assisted in the development of departmental budget plans by analyzing staffing needs and forecasting resource requirements.
• Optimized the use of CRM software, ensuring accurate tracking of customer interactions and enhancing overall team performance.
• Played an instrumental role in launching new products or services by coordinating efforts across departments and ensuring seamless integration into existing customer support processes.
• Conducted regular performance reviews for team members, providing constructive feedback and setting achievable goals. Managing about 30 incoming emails per month and numerous amounts of phone calls per day.
• Established communication protocols within the team, facilitating efficient information flow between departments.
• Reduced employee turnover by fostering a positive work environment that encouraged open communication and personal growth opportunities.
• Created detailed reports on team performance metrics, identifying areas for improvement and implementing action plans to address them.
• Managed a team of customer service representatives, providing guidance and support to help them reach their full potential.
• Collaborated with marketing to develop promotional materials that improved brand perception among customers.
• Resolved complex customer issues by collaborating with other departments and finding creative solutions.
• Implemented incentive programs to motivate staff and improve overall customer experience scores.
• Coordinated training sessions for new hires, ensuring they were equipped with the necessary skills to provide excellent customer service from day one.
• Developed and maintained positive relationships with key customers to ensure long-term loyalty.
• Participated in company-wide initiatives aimed at improving overall customer experience across all touchpoints.
• Enhanced cross-functional collaboration by working closely with sales, product management, and technical teams to resolve escalated issues quickly.
• Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.
• Educated customers about billing, payment processing and support policies and procedures.
• Delivered prompt service to prioritize customer needs.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Identified and resolved discrepancies and errors in customer accounts.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Increased efficiency and team productivity by promoting operational best practices.
• Managed timely and effective replacement of damaged or missing products.
• Investigated and resolved accounting, service and delivery concerns.
• Sought ways to improve processes and services provided.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Trained new personnel regarding company operations, policies and services.
• Trained staff on operating procedures and company services.
• Implemented and developed customer service training processes.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Cross-trained and provided backup support for organizational leadership.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Cross-trained and backed up other customer service managers.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Supervised day-to-day operations to meet performance, quality and service expectations.

• Improved customer satisfaction by addressing and resolving complaints promptly.
• Developed strong working relationships with staff, fostering a positive work environment.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Controlled costs to keep business operating within budget and increase profits.
• Cross-trained existing employees to maximize team agility and performance.
• Maintained professional, organized, and safe environment for employees and patrons.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
• Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
• Providing Assistance to approximately 70-80 residents and their families during events and holidays.

• Managed returns and exchanges efficiently, minimizing negative impacts on overall sales totals.
• Provided excellent service through active listening skills, addressing customers'' needs effectively .
• Greeted all customers warmly to build welcoming and positive atmosphere within store.
• Resolved customer complaints promptly and professionally, fostering a positive reputation for the store.
• Balanced cash drawer at the end of each shift, ensuring accuracy and accountability.
• Cultivated a welcoming retail environment by greeting customers warmly upon entry, setting a friendly tone throughout their visit .
• Maintained a clean and organized workspace, promoting a positive shopping experience for customers.
• Enhanced customer satisfaction by providing efficient and accurate cash handling services.
• Processed credit, debit card and cash transactions correctly and provided accurate change to avoid customer confusion or disputes.
• Trained new employees on company policies, register operations, and effective communication techniques with customers.
• Supported store merchandising initiatives by restocking shelves and creating visually appealing displays.
• Handled high-volume sales periods with composure, maintaining efficiency during peak hours.
• Maintained presentable customer areas with diligent cleaning and proactive recovery management.
• Assisted with store inventory management, ensuring timely replenishment of stock on the sales floor.
• Processed various payment methods accurately while maintaining confidentiality of customer information.
• Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
• Operated POS terminals and cash drawer balancing.
• Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
• Used POS system to enter orders, process payments and issue receipts.
• Performed cash, card, and check transactions to complete customer purchases.
• Operated cash register to record transactions accurately and efficiently.
• Conducted inventory counts by adding each item in stock and documenting in computer system.
• Processed refunds and exchanges in accordance with company policy.
• Learned duties for various positions and provided backup at key times.
• Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
• Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
• Handled cash with high accuracy and took care to check bills for fraud.