Kenya Wilson
Cordele
Summary
Dynamic professional with extensive experience in customer service and operations management at Starbucks. Proven track record in employee training and problem resolution, enhancing customer satisfaction and loyalty. Skilled in cash handling and relationship building, consistently recognized for exceeding performance metrics and fostering a positive team culture.
Overview
14
14
years of professional experience
Work History
Shift Supervisor
Starbucks
07.2022 - Current
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Enforced company policies and regulations with employees.
Customer Service Representative
CDK Global
01.2022 - 06.2022
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Georgia Auto Pawn
09.2019 - 12.2021
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Property Manager
Landmark Properties Inc.
04.2016 - 05.2019
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Followed up on delinquent tenants and coordinated collection procedures.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
Front Desk Manager
Holiday Inn Express Hotel Suites
02.2011 - 05.2019
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Checked guests in out of hotel, made reservations, and processed payments.
Education
Associate Degree in Nursing - Medical Assisting
South Georgia Technical College
Americus, GASkills
- Employee training
- Staff management
- Cash handling expertise
- Operations management
- Sales monitoring
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Problem resolution
Timeline
Shift Supervisor
Starbucks
07.2022 - Current
Customer Service Representative
CDK Global
01.2022 - 06.2022
Customer Service Representative
Georgia Auto Pawn
09.2019 - 12.2021
Property Manager
Landmark Properties Inc.
04.2016 - 05.2019
Front Desk Manager
Holiday Inn Express Hotel Suites
02.2011 - 05.2019
Associate Degree in Nursing - Medical Assisting
South Georgia Technical College
Similar Profiles
Marilyn GarciaMarilyn Garcia
Barista at StarbucksBarista at Starbucks
Lillian KnothLillian Knoth
Shift Supervisor at StarbucksShift Supervisor at Starbucks
Hanna Valencia MartinezHanna Valencia Martinez
Barista and Cashier at StarbucksBarista and Cashier at Starbucks
Amy DavisAmy Davis
Assistant Manager at StarbucksAssistant Manager at Starbucks
Raven WoodRaven Wood
Tax Preparer at Davis Tax SolutionsTax Preparer at Davis Tax Solutions