Khadejah Owens
St Louis,MO
Summary
Results-oriented Customer Service Professional who excels at uncovering Customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
General Manager
Popeyes® Louisana Kitchen
03.2019 - Current
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Assistant Manager
Papa Johns International Inc.
07.2017 - 11.2019
- Communicated issues and inefficiencies with store manager to create strategies and exceed sales objectives.
- Managed multiple priorities in fast-paced environment.
- Oversaw and managed operational and financial projects to deliver on time and within budget limitations.
- Provided excellent customer service, driving membership loyalty and increasing customer satisfaction rates.
- Managed weekly inventory transactions by creating templates to ensure optimal food and beverage stock.
- Resolved all issues professionally and in a timely manner.
- Addressed problems with customers to promote quick and successful resolution.
- Monitored cash intake and deposit records to increase accuracy and reduce discrepancies.
- Achieved recognition from senior management for contributions to the store's success by managing sales, employees and operations to achieve optimal performance.
- Trained staff members on protocols and best practices.
- Handled scheduling to ensure proper staffing for high-volume shifts and seasonal promotions.
- Interacted with customers to determine needs and offer product or service solutions.
Mail Processing Clerk
United States Postal Service
11.2017 - 06.2018
- Sorted and placed mail into mailboxes with accuracy and efficiency.
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Used automated mail processing equipment to sort and collate mail.
- Maintained accurate stock records and schedules.
- Sorted mail according to size, shape, and destination.
- Loaded and unloaded shipping containers and vehicles.
- Moved bulk containers and large parcels with pallet jacks.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Obtained scanned letters and packages into the database.
Caregiver
Dolan Home Memory Care
01.2018 - 05.2018
- Assisted residents with bowel and bladder functions.
- Assisted residents in preparing for activity and social programs.
- Worked to improve and enhance patient lives through effective and compassionate care.
- Maintained frequent supervision of residents unable to call for assistance.
- Changed dressings, bandages and binders, as instructed, to maintain proper healing and sanitary measures.
- Administered medication as directed by physician.
- Assisted residents with daily hygiene, including dental and mouth care, bath functions and hair care.
- Monitored progress and documented any status changes accordingly.
- Changed bed linens and ensured resident comfort.
- Provided quality care for 12 patients.
- Ensured safety and well-being of patients.
- Performed vitals/glucose testing and assisted in administering injections and urinalysis.
- Maintained all confidential personnel files, license and CPR compliance records.
- Provided all daily living tasks to enhance quality of life for elderly patients.
- Provided on-call care at all times of day and night.
Provider Relations Representative
Unitedhealth Group Inc
05.2016 - 01.2018
- Controlled contract risks by working closely with providers on policies and procedures.
- Researched billing, claims and other provider concerns.
- Developed and deepened relationships with providers and partners to maintain expertise and address problems in a timely manner.
- Maintained up to date knowledge of different policy types and specific benefit plans.
- Promoted customer satisfaction and loyalty by addressing and resolving problems in a proactive and knowledgeable manner.
- Managed over 200 calls per day and maintained high customer satisfaction scores.
- Examined complex and atypical claims to assess coverage.
- Coordinated with other internal departments and customers to keep operations running smoothly and solve both routine and complex problems.
- Continually maintained and improved the company's reputation and positive image in the markets served.
- Verified important patient information for entry into the patient management system.
- Trained new staff on quality control procedures.
- Reviewed customer survey information to prioritize areas of improvement.
- Worked with management to propose and implement proactive customer service solutions.
Customer Service Rep
Customer Direct LLC
03.2015 - 01.2017
- Responded to all customer inquiries thoroughly and professionally.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Alerted customers to upcoming sales events and promotions.
- Coordinated between billing department and customers to resolve problems.
- Provided elevated customer experience to generate loyal clientele.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Answered customer telephone calls promptly and in an appropriate manner.
- Answered customer questions regarding merchandise and pricing.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Processed cash and credit payments rapidly and accurately.
- Assisted customers with making reservations and entered reservation details into the computer system.
- Helped customers make the right accommodations to fit their needs, including suggesting different amenities and packages for their own individual circumstances.
- Handled billing information over the phone.
- Answered approximately 100 phone calls and emails regarding customers inquires, concerns and complaints per day.
Education
High School Diploma - Basic Studies
Mccluer North High School
Florissant, MO08.2011
Skills
- Employee performance evaluations
- Staff management
- Recruiting and interviewing
- Strategic Planning
- Opening and closing procedures
- Customer service-oriented
- Accurate money handling
- Outstanding interpersonal skills
- Detail-oriented
- Computer literate
- Strong work ethic
- Upselling techniques
- Inventory management
- Excellent communication skills
- Data entry
- Cash register familiarity
- Active listening skills
- Goal-oriented
- Credit card transactions
- Basic administrative knowledge
- Consistently meets sales goals
- Motivated team player
- Skilled problem solver
- Friendly demeanor
- POS systems knowledge
Certification
- CPR certified through American Heart Association
- Certified in Diabetes Management
- Level 1 Med Aide
Timeline
General Manager
Popeyes® Louisana Kitchen
03.2019 - Current
Caregiver
Dolan Home Memory Care
01.2018 - 05.2018
Mail Processing Clerk
United States Postal Service
11.2017 - 06.2018
Assistant Manager
Papa Johns International Inc.
07.2017 - 11.2019
Provider Relations Representative
Unitedhealth Group Inc
05.2016 - 01.2018
Customer Service Rep
Customer Direct LLC
03.2015 - 01.2017
High School Diploma - Basic Studies
Mccluer North High School
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