Kimberly Doss
Broken Arrow
Summary
Dedicated professional with a proven track record in service excellence and team management. Expertise in cash handling and analytical decision-making, driving enhanced customer engagement and operational efficiency.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Manager
Quiktip
Tulsa, OK
04.2021 - 09.2025
- Trained and mentored staff to enhance customer service and operational efficiency.
- Managed inventory levels, conducting regular audits to optimize stock availability.
- Implemented promotional strategies to increase sales and improve customer engagement.
- Collaborated with management in developing staff schedules to meet business needs.
- Resolved customer inquiries and complaints, fostering a positive shopping experience.
- Analyzed sales data to identify trends and inform merchandising decisions.
- Coordinated visual merchandising efforts, maintaining brand standards throughout the store.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team.
- Maximized profits by negotiating better deals with vendors and reducing shrinkage through loss prevention strategies.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Supervised daily store operations, ensuring compliance with company policies and procedures.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Raised property accuracy and accountability by creating new automated tracking method.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
911 Dispatcher
Tulsa Police Department
Tulsa, OK
12.2011 - 04.2021
- Managed emergency calls, ensuring accurate dispatch of police units and timely response to incidents.
- Operated advanced communication systems to facilitate real-time coordination among first responders.
- Prioritized emergency situations, assessing urgency to allocate resources effectively and efficiently.
- Trained new dispatch personnel on protocols, enhancing team performance and service delivery standards.
- Monitored radio communications, providing situational updates to officers in the field for informed decision-making.
- Implemented process improvements that enhanced call processing speed and accuracy during high-volume incidents.
- Collaborated with law enforcement agencies to streamline interdepartmental communication and response strategies.
- Developed training materials for ongoing staff education on dispatch procedures and emergency response protocols.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Read system maps and caller information, and documented details in system.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Answered calls from automatic routing system and took basic information from callers.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Increased situational awareness among responding units through timely updates on evolving incident conditions.
- Served as an integral member of the emergency communications team, consistently demonstrating professionalism and dedication to public safety.
- Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
- Enhanced emergency response times by effectively prioritizing incoming calls and dispatching appropriate resources.
- Streamlined communication between first responders and callers by maintaining clear, concise, and accurate information sharing.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained accurate records of all dispatched calls, ensuring proper documentation for future reference or legal proceedings.
- Maintained up-to-date knowledge of local geography and jurisdiction boundaries to ensure accurate dispatching of emergency services personnel.
- Followed established protocols for professional handling of emergency situations.
- Consistently met or exceeded departmental standards for call handling time, contributing to an optimized emergency response system.
- Reduced errors in dispatch process by meticulously documenting call details and resource allocation.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Participated in ongoing professional development opportunities to stay current on industry best practices and emerging technologies within the field of emergency communications.
- Provided on-the-job training and coaching to develop new dispatchers.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Coordinated multi-agency responses during large-scale incidents, ensuring smooth inter-agency collaboration and optimal resource utilization.
- Utilized advanced technology systems for accurate tracking and monitoring of dispatched units in real-time scenarios.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Contributed to public safety initiatives by accurately relaying critical information regarding potential threats or hazards during emergencies.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Supported efficient response efforts with effective triage of emergency situations, ensuring proper allocation of resources.
- Improved dispatcher training programs to enhance overall performance and accuracy in high-pressure situations.
- Fostered supportive environment for new dispatchers, guiding them through complex calls with patience and expertise.
- Maintained high levels of caller satisfaction, providing calm and clear instructions during stressful situations.
- Improved response times with accurate call assessment and clear communication to first responders.
- Advocated for caller needs, ensuring that each received prompt and appropriate emergency assistance.
- Supported emotional well-being of callers, providing reassurance and instructions until help arrived.
- Assisted in planning and execution of emergency drills, preparing team for real-life scenarios.
- Enabled quicker dispatch decision-making with setup of automated alert systems for high-priority calls.
- Developed resource database for quick access to information on local shelters, hospitals, and crisis centers.
- Facilitated seamless communication between law enforcement, fire, and medical services during critical incidents.
- Enhanced dispatcher situational awareness with integration of advanced mapping and tracking technologies.
- Enhanced community safety by efficiently dispatching emergency services to incidents based on priority and location.
- Contributed to community awareness by participating in public education programs on emergency preparedness.
- Ensured continuous operation of communication systems through regular maintenance checks and troubleshooting.
- Reduced call abandonment rates by implementing more efficient call-handling procedures.
- Optimized emergency response strategies by regularly reviewing and analyzing call logs and response outcomes.
- Streamlined reporting process, contributing to more accurate and timely exchange of information between dispatch and field units.
- Improved accuracy in incident reporting by adopting standardized call coding systems.
- Increased dispatcher team efficiency through development and implementation of updated training programs.
- Contributed to revision of dispatch protocols, incorporating feedback from emergency responders to enhance collaborative efforts.
- Coordinated multi-agency responses for large-scale emergencies, ensuring timely support and resource allocation.
- Assisted callers in emergency situations with appropriate information and support.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Reduced risks and emergency response issues by observing public safety field units.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
Education
No Degree - Basic Courses
Tulsa Junior College
Tulsa, OKHigh School Diploma -
Daniel Webster High School
Tulsa, OK05-1993
Skills
- Service excellence
- Cash management
- Collaborative team management
- Analytical decision-making
Accomplishments
- Achieved a customer satisfaction rating of 100% in 2022. Store was ranked "Best of the Best."
- Addressed several complaints taking hold of high satisfaction during peak hours resulting in winning multiple store awards for proficient customer service.
- Decreased average customer wait time with 3 to 1 protocol increasing odds for being "Best of the Best."
- Managed training and onboarding of new employees.
Certification
Customer Service Excellence
Customer Service Professional
Customer Service Top Store Achievement
Languages
English
Native or Bilingual
Timeline
Assistant Manager
Quiktip
04.2021 - 09.2025
911 Dispatcher
Tulsa Police Department
12.2011 - 04.2021
No Degree - Basic Courses
Tulsa Junior College
High School Diploma -
Daniel Webster High School