Kiera Gross
Santa Cruz,CA
Summary
Motivated individual with exceptional people skills. Real team player committed to high levels of job performance. Exemplary at customer-service tasks, offering every customer upbeat and informed support. An enthusiastic go-getter looking to apply high levels of problem solving and an attention to detail in the workplace.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Ferrari Florist And Gardens
08.2023 - Current
- Resolved customer inquiries and conflicts through effective communication and problem-solving strategies.
- Utilized Microsoft Office, Dove, and Brother software for organization and project management.
- Managed order processing and ensured timely delivery of floral arrangements.
- Collaborated with clients to understand vision and preferences for each project.
- Worked with event spaces to coordinate deliveries and set-up.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained wide selection of plants and did necessary research to support their differing needs.
- Managed high-stress, time-sensitive situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed inventory of flowers and supplies, ensuring freshness and availability for upcoming projects.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Upsold whenever appropriate to offer premium products and experiences to clients.
Floral Clerk
Safeway
09.2021 - 08.2023
- Maintained close relationships with regular customers and businesses to ensure their returned business.
- Created custom floral arrangements for a variety of events including graduation ceremonies, weddings, baby showers, funerals, and birthdays.
- Educated customers about proper handling and care for maximum life of each flower arrangement or plant.
- Unboxed, tagged and placed products in attractive displays to catch attention of patrons upon entering store.
- Set up and broke down holiday and seasonal displays.
- Assisted with monthly inventory counts.
Tech Fellow
Everett Program
05.2020 - 06.2021
- Taught small groups of college students design and marketing software.
- Streamed classes online and uploaded videos for later viewing by distance and absent students.
- Developed curriculum based on the project needs of students and their non-profit organizations.
- Wrote grant proposals to fund my work for a non-profit organization.
- Created and implemented social media campaigns for Extinction Rebellion.
- Drafted extensive report on the effectiveness of my work and presented results to donors.
- Kept accurate records of student grades, attendance, and e-mail communication.
- Received accolades as a "Growth Booster."
Freelance Graphic Designer
Fivver
05.2019 - 06.2021
- Designed website layouts, templates and unique branded looks.
- Used Adobe Illustrator and Photoshop to create images and layouts.
- Met with customers to present mockups and collect information for adjustments.
Education
Bachelor of Arts - Sociology
University of California - Santa Cruz
Santa Cruz, CA06-2021
High School Diploma -
Branham High School
San Jose, CA06-2017
Skills
- Growth mentality
- Written and oral report creation
- De-escalation techniques
- Leadership and teamwork
- Customer service-focused
- Creative problem solving
- Technical support
- Customer relationship management (CRM)
- Microsoft Office Suite
Hobbies and Interests
- Graphic design
- Historical fiction literature
- Hiking
- Gardening
- Crochet
Timeline
Customer Service Representative
Ferrari Florist And Gardens
08.2023 - Current
Floral Clerk
Safeway
09.2021 - 08.2023
Tech Fellow
Everett Program
05.2020 - 06.2021
Freelance Graphic Designer
Fivver
05.2019 - 06.2021
Bachelor of Arts - Sociology
University of California - Santa Cruz
High School Diploma -
Branham High School