Kerri Doherty
Customer Service Expert
Casselberry,FL
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
21
21
years of professional experience
1
1
year of post-secondary education
Work History
Transportation Coordinator
Self-employeed
Orlando, FL
01.2008 - Current
- Responsible for transport of large groups of people from point A to B
- Efficient in routing drivers for timely management of passenger pick up and drop off
- Ensured compliance of all security and operational procedures
- Provided quality customer service communications to operations, corporate team, and passengers
- Demonstrated ability to deal peacefully with unforeseen circumstances or delays
Customer Service Team Lead
Oakley Signs & Graphics
Maitland, FL
08.2019 - 06.2021
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Customer Service Team Member
Oakley Signs & Graphics
Maitland, FL
03.2018 - 07.2019
- Maintained working knowledge of products, accounts, representatives, tools and systems.
- Processed orders and applied information to customers.
- Handled calls promptly and with courteous professionalism.
- Promoted available products and services to customers during account management and order calls.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Managed timely and effective replacement of damaged or missing products.
Store Manager
Calliope Street
Oviedo, FL
01.2014 - 03.2018
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Supervised guests at front counter, answering questions regarding products.
- Completed point of sale opening and closing procedures.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Education
High School Diploma -
Orlando Technical College
Orlando, FL 04.1995 - 09.1996
Skills
Problem Solving
Strong leadership skills
Analytical thinking
Multitasking
Adaptability
Decision- making
Strong interpersonal skills
Solid communication skills
HelpScout
Beacon
Google Workspace
Quickbase
Timeline
Customer Service Team Lead
Oakley Signs & Graphics
08.2019 - 06.2021
Customer Service Team Member
Oakley Signs & Graphics
03.2018 - 07.2019
Store Manager
Calliope Street
01.2014 - 03.2018
Transportation Coordinator
Self-employeed
01.2008 - Current
High School Diploma -
Orlando Technical College
04.1995 - 09.1996