Kim Kennedy
Vancouver,WA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Personable and dedicated Customer Service Representative with extensive experience in retail industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Fred Meyer
Vancouver, WA
06.2019 - 12.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Mentored junior team members and managed employee relationships.
Cashier
Walmart
Vancouver, WA
11.2005 - 01.2009
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Stocked shelves with merchandise when needed.
- Answered customer inquiries regarding store policies and procedures.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Ensured compliance with all safety regulations within the store environment.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Followed company security procedures for handling large sums of money.
- Performed other duties as assigned by management.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered customer questions and provided store information.
- Helped customers find specific products, answered questions and offered product advice.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Worked closely with front-end staff to assist customers.
- Processed sales transactions to prevent long customer wait times.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Discounted purchases by scanning and redeeming coupons.
- Verified customer age requirement for alcohol or tobacco purchases.
- Used suggestive selling techniques to promote add-on sales.
Armed Security Officer
Knighthawk Security
Portland , OR
09.2005 - 11.2005
- Patrolled assigned areas to detect suspicious activities and persons.
- Conducted security checks on personnel entering and exiting the premises.
- Monitored surveillance cameras to detect any criminal activity or violations of policy.
- Responded quickly and appropriately to emergency situations, including medical emergencies, fire alarms, bomb threats.
- Investigated reported incidents such as theft, vandalism, trespassing.
- Interacted with customers in a professional manner while providing directions or responding to inquiries.
- Maintained logs of all security-related incidents and submitted reports regularly to supervisor.
- Performed daily inspections of security equipment such as gates, locks, alarm systems, radios., ensuring that they were operating properly.
- Adhered to company policies regarding access control procedures for visitors and guests and contractors.
- Conducted regular patrols of the facility grounds using both vehicle and foot patrol methods.
- Participated in training exercises related to emergency response protocols.
- Provided escorts for authorized personnel entering restricted areas within the facility.
- Communicated effectively with team members while coordinating efforts during shifts.
- Maintained order and safety while providing customer service and information to facility visitors.
- Wrote reports outlining thefts, unauthorized access violations or other unusual occurrences to help support later criminal or civil actions.
- Monitored building access and identified all officials and employees before authorizing entrance.
- Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
Lead Security Supervisor
DePaul Industries
Portland , OR
04.2002 - 09.2005
- This client and burns security merged and I stayed with client contract
- Responsible for overseeing security operations, ensuring safety and compliance regulations are met.
- Supervised and trained a team of Security Officers in policy enforcement, emergency response protocols, and customer service techniques.
- Coordinated with local law enforcement agencies on security matters when necessary.
- Conducted investigations into incidents involving theft, vandalism, or other criminal activities.
- Maintained accurate records of daily patrols and incident reports using computerized tracking software.
- Recorded required data for incident reports and files.
- Supervised property entrances and exits and monitored employee safety.
- Provided security team leadership and contributed to on-call duties.
- Secured premises and personnel by patrolling property.
- Led security team and contributed to on-call shifts.
- Investigated security breaches and took appropriate measures to minimize damage.
Lead Security Supervisor
Burns Security
Portland, OR
02.2000 - 04.2002
- This client and Depaul Industries merged and I stayed with the client contract.
- Investigated reports of lost or stolen property and took appropriate action based on findings.
- Provided guidance to staff members regarding safety procedures during emergencies such as fires or natural disasters.
- Maintained accurate records of daily patrols and incident reports using computerized tracking software.
- Supervised property entrances and exits and monitored employee safety.
- Recorded required data for incident reports and files.
- Provided security team leadership and contributed to on-call duties.
- Secured premises and personnel by patrolling property.
- Led security team and contributed to on-call shifts.
- Responded immediately to security threats, breaches and emergencies, following proper protocols.
- Floated between security locations to check in with officers, assess security and make proactive adjustments based on changing conditions.
Education
Bachelor of Science - Managment
University of Phoenix
Portland, OR06-2013
Skills
- Product Knowledge
- Complaint resolution
- Call Management
- Inbound and Outbound Calling
Timeline
Customer Service Representative
Fred Meyer
06.2019 - 12.2023
Cashier
Walmart
11.2005 - 01.2009
Armed Security Officer
Knighthawk Security
09.2005 - 11.2005
Lead Security Supervisor
DePaul Industries
04.2002 - 09.2005
Lead Security Supervisor
Burns Security
02.2000 - 04.2002
Bachelor of Science - Managment
University of Phoenix