Kim Merritt
The Colony,TX
Summary
Customer-focused professional with extensive experience in customer service, operations, team leadership, and problem resolution. Known for building positive relationships, resolving customer concerns, and creating exceptional service experiences. Reliable, adaptable, and skilled at working in fast paced environments while supporting both customers and team members.
Overview
23
23
years of professional experience
Work History
Sales Floor Associate Cashier
Burlington Stores, Inc.
2024.11 - Current
- Deliver friendly and efficient customer service in a fast-paced retail environment.
- Process customer transactions accurately while maintaining high service standards.
- Assist customers with product selection, store navigation, and merchandise inquiries.
- Support sales floor operations through stocking, organizing, and replenishing merchandise.
- Maintain clean, organized displays and fitting room areas.
- Collaborate with team members to create a positive shopping experience and achieve store goals.
- Used POS system to process sales, returns, and gift card activations.
Operations Manager, Customer Experience
FedEx
2003.02 - 2019.05
- Directed daily operations for customer service teams supporting Social Media and Domestic Customer Networks.
- Led, coached, and developed more than 50 customer service professionals, driving performance in quality, adherence, productivity, and customer satisfaction metrics.
- Served as a primary escalation point for complex customer issues with significant brand and reputational impact.
- Partnered with Corporate Communications, Legal, Vendor Management, and Operational Leadership teams to resolve high-profile customer concerns and crisis situations.
- Managed hiring, onboarding, workforce planning, employee development, and performance management activities.
- Conducted regular coaching sessions, performance reviews, and career development planning for team members.
- Developed and implemented process improvements that enhanced service quality, efficiency, and employee performance.
- Oversaw new hire orientation and coordinated training initiatives with performance coaches and learning teams.
- Monitored operational metrics and implemented action plans to improve team performance and customer experience.
- Established communication strategies that strengthened employee engagement and improved collaboration across departments.
- Additional FedEx Experience (1984 – 2003) Held progressively responsible customer service and operations positions throughout a 35-year career with FedEx. Developed extensive expertise in customer relations, problem-solving, training, operational support, and service excellence.
Education
Associate of Arts - Business
Concordia University
Austin, TXSkills
Customer Service Excellence
Cash Handling & POS Systems
Retail Sales Support
Problem Resolution
Communication & Interpersonal Skills
Team Collaboration
Merchandising & Stocking
Training & Coaching
Conflict Resolution
Microsoft Office
Process Improvement
Customer Escalation Management
Accomplishments
- Successfully transitioned more than 100 employees from office-based to remote work environments.
- Helped develop and improve social media customer service escalation procedures in partnership with corporate communications and legal teams.
- Manager of the Year 2006, 2009, 2010, 2015, 2018, 2019
- Team of the Year 2005, 2007, 2011, 2015, 2017, 2019
Timeline
Sales Floor Associate Cashier
Burlington Stores, Inc.
2024.11 - Current
Operations Manager, Customer Experience
FedEx
2003.02 - 2019.05
Associate of Arts - Business
Concordia University