Kimberlie Silva
St. George,UT
Summary
Professional with strong background in customer service, known for effective communication and problem-solving skills. Proven ability to adapt to changing needs and work collaboratively within teams to achieve results. Adept at handling customer inquiries, resolving issues, and maintaining high satisfaction levels. Reliable and focused on delivering consistent, quality service.
Overview
15
15
years of professional experience
Work History
Customer Service Assistant Manager, FE
Albertson's Grocery Store
10.2022 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations of the Front End. Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed and maintained strong relationships with customers to establish trust and maintain loyalty. Greeting customers as they entered the store and thanking them for their patronage as they exited.
- Actively listened to customers, responded to inquires, resolved complaints, and handled concerns quickly. Escalating major issues to Store Director as needed,
- Offered hands-on assistance to customers, assessing needs, and taking ownership of customer issues. Followed problems through to resolution that met their needs as well as aligned with company policies.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge, maintaining current knowledge of consumer preferences, and navigating exceptional problem-solving abilities.
- Assisted customers with returns, refunds and resolving transaction issues.
- Cashier providing friendly, courteous, and helpful service during high peek business. Reviews weekly ads, app, and price sheets to note price changes in sale items. Collects cash, check, or electronic payments from customer and makes change for transactions. Oversees Courtesy Clerks follow through.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses. Achieved high levels of accuracy in cash management through meticulous record-keeping and timely bank deposits.
- Reduced shrinkage with diligent monitoring of cash handling procedures and regular audits. Reduced transaction errors with thorough daily audits of cash drawers and regular monitoring of cashier performance.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievement. Promoting teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment; such as Western Union, Bookkeeping, Drive-Up & Go, GM, and Scan Departments.
Stockroom Supervisor
Ross Dress For Less
08.2022 - 01.2023
- Served as a key liaison between the stockroom and other departments, fostering open communication channels to ensure seamless operations across the organization.
- Met tight deadlines for order processing by effectively delegating tasks among team members while maintaining high-quality standards.
- Maximized storage space utilization by designing efficient shelving layouts that accommodated various product sizes and shapes without compromising accessibility or safety standards.
- Boosted employee productivity through comprehensive training programs and performance evaluations.
Quality Control Supervisor, Housekeeping
Vacation Rentals
04.2018 - 08.2022
- Assist the owner with overseeing the daily operations of a vacation rentals cleaning crew. Liaison with property management company. Inspect each property to ensure guest standards are met prior to arrival. Train new hires and ensure standards of excellence is maintained in cleanliness. Communicate daily task and assignment to to staff. Responsible to coordinate the day to maintain efficient cleaning and time requirements were met. Control inventory and supplies.
Deep Clean Team - Lead Room Attendant - Quality Control Inspector
Wyndham World Mark
04.2018 - 06.2019
- Train new hires housekeeping standards and policies. Deep, detailed , and complete cleaning of entire resort. Cleans resort units- bedrooms, kitchens, bathrooms and living rooms. Penthouses. Cleans, vacuums, dusts, and sanitizes bathrooms & kitchens. Makes beds. Replenishes supplies, such as kitchenware and toiletries. Handled and managed own linen inventory. QC inspector as needed. Duties included visual inspection of vacant cleans to ensure resort standards of cleanliness was maintained. Report findings, delegate fix-its, and follow up with completion of fix-its tasks.
Front Desk / Housekeeper
America's Best Value Inn
07.2017 - 03.2018
Direct Support Professional
Turn Community Services
11.2016 - 06.2017
- Directly supported adults with special needs with physical, behavioral, mental, and emotional aspects of daily living in an educational as structural program.
Director of Nursing Services
Desert Manor
06.2010 - 02.2015
- In charge of 58-bed long term nursing home for Alzheimers and Dementia patients. Managed nursing staff an interdisciplinary staff. Maintained CMS Quality of Standards in patient care as well as, facility administration.
Education
Associate - Nursing
Copper Mountain College
Joshua Tree, CA05.2009
High School Diploma -
Yucca Valley High School
Yucca Valley, CA06.1996
Skills
- Management Experience (15 years)
- Leadership
- Communication skills
- Customer service
- Quality Assurance
- Operations management
- Active listening
- Critical thinking
- Time management
- Goal oriented
- Problem-solving
- Conflict resolution
Timeline
Customer Service Assistant Manager, FE
Albertson's Grocery Store
10.2022 - Current
Stockroom Supervisor
Ross Dress For Less
08.2022 - 01.2023
Quality Control Supervisor, Housekeeping
Vacation Rentals
04.2018 - 08.2022
Deep Clean Team - Lead Room Attendant - Quality Control Inspector
Wyndham World Mark
04.2018 - 06.2019
Front Desk / Housekeeper
America's Best Value Inn
07.2017 - 03.2018
Direct Support Professional
Turn Community Services
11.2016 - 06.2017
Director of Nursing Services
Desert Manor
06.2010 - 02.2015
Associate - Nursing
Copper Mountain College
High School Diploma -
Yucca Valley High School
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