Kerstin Smith
Lewisville,TX
Summary
Highly motivated with background in retail sales, skilled in customer service and product knowledge. Demonstrated ability to achieve sales targets through effective communication and understanding of customer needs. Known for problem-solving abilities and creating positive shopping experiences that increase customer loyalty. Improved store layout for better product visibility and accessibility, leading to smoother customer flow and increased satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sales Associate
Dillard's, Inc.
Plano, TX
02.2023 - Current
- Processed transactions using a point-of-sale system.
- Organized store by returning merchandise to proper areas and restocked displays.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Conducted inventories on a regular basis to track stock levels.
- Assisted customers with product selection, sizing and styling.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Helped customers find specific products, answered questions, and offered product advice.
- Recommended, selected and located merchandise based on customer desires.
- Provided accurate information about products, prices and services.
CSR - Customer Service Representative
Conduent
San Antonio, TX
09.2022 - 02.2023
- Assisted customer with banking information such as deposit disputes and just checking the balance
- Handled customer inquiries and complaints in a timely manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Performed account maintenance activities such as updating client information in databases.
- Maintained records of customer interactions, transactions, comments and complaints.
- Processed customer account changes with proprietary software.
- Demonstrated excellent verbal communication skills when interacting with customers.
Environmental Services
Aramark
Denton, TX
10.2020 - 02.2021
- Complied with OSHA standards related to environmental services operations.
- Cleaned and sanitized patient rooms, bathrooms, offices and other areas according to prescribed procedures.
- Inspected all areas after completion of work to ensure that they were cleaned properly.
- Responded promptly to customer inquiries regarding services provided by the department.
- Kept storage areas organized and free of clutter by disposing of unused items appropriately.
- Kept business entrances clean, tidy and professional in appearance.
- Kept trash cans empty by removing regularly from rooms, bathrooms and hallways.
- Addressed minor maintenance issues, reporting more serious conditions to supervisors for attention from maintenance technicians.
- Stocked linen closets with fresh linens as needed.
- Reviewed daily schedules to plan out cleaning routines and gather needed supplies.
- Responded promptly to requests for housekeeping services from staff or visitors.
- Replenished supplies such as soap, toilet paper and paper towels in restrooms.
- Disinfected public areas frequently and provided spot cleaning to maintain clean, welcoming atmosphere.
Housekeeping
Aloft Hotel
01.2019 - 06.2019
- Performed light housekeeping tasks like laundry, vacuuming and dusting.
- Performed housekeeping duties including laundry services for clients.
- Responded promptly to requests from guests regarding housekeeping needs.
- Responded to requests from guests regarding housekeeping needs.
- Stocked housekeeping carts with supplies before each shift.
- Stocked cleaning supplies in housekeeping closets.
- Assisted housekeeping staff with cleaning rooms when needed.
- Assisted in general housekeeping duties as needed.
- Participated in training sessions for new housekeeping staff members.
- Performed basic housekeeping tasks such as cleaning toys and equipment.
Call Representative
Time Warner Cable
02.2018 - 12.2018
- Maintained detailed records of customer interactions and transactions using company-specific software systems.
- Directed customer calls to appropriate personnel for resolution of complex issues.
- Resolved complaints quickly and efficiently while maintaining a positive attitude towards customers.
- Processed orders, forms, applications, and requests while following established protocols.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Demonstrated proficiency in navigating multiple computer programs simultaneously during customer interactions.
- Reviewed account and service histories to identify trends and resolve issues.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collected deposits or payments and arranged for billing.
Retail Team Lead
Hampton Inn, Embassy Suites, Hilton Garden Inn, and Hilton's
12.2014 - 03.2015
- Managed guest cancellations with efficiency.
- Redeemed Honors points for free hotel stays
- Addressed and resolved client issues.
- Addressed and solved problems for customers via emails.
- Created weekly work schedules for staff members according to business needs.
- Performed opening and closing duties as needed, including setting up displays, monitoring security cameras.
- Greeted customers to determine wants or needs.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Developed customer service standards and monitored customer satisfaction levels.
- Encouraged a positive working environment through motivating team members and providing feedback when necessary.
Retail Team Lead
DK Foot & Casual Store
05.2014 - 12.2014
- Accepted payments
- Created payment plans
- Took escalated calls for specialty concerns
- Assisted with troubleshooting issues
- Computed sales prices
- Total purchase and processed payments
- Assisted with merchandise info
- Explained current promotions
- Followed policies regarding payment and exchanges
- Placed special orders and called other stores to find desired items
Education
High School Diploma -
Sam Houston H.S.
San Antonio, TX06-2014
Skills
- Copying
- Faxing
- General office
- Filing
- 40 wpm
- Excel
- Microsoft office
- Money handling
- Upselling
- Order processing
- Cash register operation
- Negotiation tactics
- Outlook
- Word
- Etiquette
- Phone etiquette
- Cash Register
- Cleaning
- Communications
- Customer Service
- Hospitality
- Housekeeping
- Time Management
- Retail sales
- Power Point
- Access
- Relationship building
- Hospitality and accommodation
- Multi-tasking strength
- Positive and professional
- Reliable and punctual
- Reading comprehension skills
- Task prioritization
- Superb time management
- Sales pipeline management
- Stocking and receiving
Certification
Driver's license
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Sales Associate
Dillard's, Inc.
02.2023 - Current
CSR - Customer Service Representative
Conduent
09.2022 - 02.2023
Environmental Services
Aramark
10.2020 - 02.2021
Housekeeping
Aloft Hotel
01.2019 - 06.2019
Call Representative
Time Warner Cable
02.2018 - 12.2018
Retail Team Lead
Hampton Inn, Embassy Suites, Hilton Garden Inn, and Hilton's
12.2014 - 03.2015
Retail Team Lead
DK Foot & Casual Store
05.2014 - 12.2014
High School Diploma -
Sam Houston H.S.
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