Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kimberly Lauray

Plainville,CT

Summary

Enthusiastic Personal Shopper recognized for consistent order accuracy, outstanding customer service and development of brand loyalty. Fast worker focused on delivering excellent service for in-store pick up customers and home delivery. Comfortable using technology tools such as mobile applications, scanners and GPS to complete orders. Personable Shopper skilled at locating merchandise to fulfill orders and suggesting reasonable replacements for out-of-stock items. Excellent sales and organizational skills coupled with service-oriented mindset. Dedicated to building long-term relationships with loyal customers. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer-oriented Reservation Agent with over 10 years of experience in the airline industry. Hardworking with excellent telephone sales skills. Works to answer all guests questions via phone or email to reach positive outcomes. Friendly professional with exceptional attention to detail and dynamic customer engagement skills. A reliable Reservations Agent promoting efficiency in fielding phone calls, answering emails and finding solutions to problems. Rational Correctional Captain with an assertive and firm demeanor. Committed to maintaining ethical and moral standards while supervising and monitoring staff and offenders. Familiar with mental health and behavioral disorders. Excellent courtroom knowledge to transport inmates.

Overview

36
36
years of professional experience

Work History

Personal Shopper

Instacart
03.2021 - Current
  • Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
  • Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
  • Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Consistently met deadlines and quality goals for accuracy and timeliness.
  • Tracked substitutions and informed customers of changes.
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Worked productively with customers to meet order requirements and service expectations.
  • Reviews orders prior to pick up for accuracy and purchase-by dates.
  • Loaded and unloaded orders at customer's homes or locations.
  • Consulted with customers on food selections and custom order requests.
  • Delivered items to customers on desired schedules by managing time efficiently and planning effective routes.
  • Maximized efficiency by scanning items quickly and completing as many as [Number] orders per hour.
  • Tendered customer orders at point-of-sale using payment information provided and activated any customer rewards accounts for best price availability.
  • Kept vehicle clean and neat to offer professional impression to every customer.
  • Increased productivity through streamlining packing procedures.

Cargo Service Agent

Southwest Airlines
06.2020 - 10.2021
  • Checked import and export documentation to determine cargo contents and classified goods into different tariff or fee groups.
  • Created documents of load plans, cargo cleanliness inspections and transportation processes.
  • Negotiated and arranged transport of goods with shipping or freight companies.
  • Entered shipping information into computer system and estimated freight and postal rates.
  • Updated clients on cargo and mail statuses by closely monitoring receipt and tracking processes.
  • Directed delivery trucks to shipping doors or designated areas and helped unload and load goods.
  • Led warehouse improvement initiatives to advance operational efficiencies.
  • Assembled containers and crates used to transport large items such as vehicles or machines.
  • Determined method of shipment and prepared bills of lading, invoices and other shipping documents
  • Advised clients on transportation and payment methods.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Correctional Captain

State Of Connecticut Department Of Correction
06.1997 - 05.2020
  • Supervised 300 employees and performance of tasks and managed 600 offenders.
  • Cultivated and maintained climate of mutual respect with freedom from harassment and intimidation, to provide safe environment for staff and offenders.
  • Oversaw control center, monitoring inmates, visitors and employees for signs of suspicious behavior.
  • Coordinated responses to emergency situations arising in different prison locations.
  • Supervised dining hall, outdoor recreation area, vocational shop and inmate housing unit.
  • Assigned officer tasks such as cleaning cells and stocking clean laundry to keep prison running efficiently.
  • Checked all book in and discharges, making sure all charges have paperwork and all discharges have orders of discharge.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Completed daily work report sheets and delegated tasks to employees.
  • Inspected housing cells and directed teams completing in-depth searches for contraband or damage.
  • Handled inmate counts and searches for missing inmates.

Customer Service Ticket Agent

Midway Airlines
03.1999 - 09.2001
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Recommended products to customers and suggested other options if preferred product was unavailable.
  • Provided primary customer support to internal and external customers.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
  • Facilitated communications through management of inbound and outbound customer calls.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Resolved over numerous customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
  • Adapted to new applications and maintained knowledge of current technologies.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Resolved over 100 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
  • Entered customer information into customized computer system with Sabre to document and organize client records.

Reservations Agent

American Airlines
02.1990 - 09.1997
  • Provided customers with information about availability and pricing.
  • Resolved various issues and discrepancies for customers.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Utilized Sabre to input all key data into airlines's database system.
  • Handled billing information over phone.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.

Education

Bachelor of Arts - Criminal Justice

Central Connecticut State University
New Britain, CT
05.2007

Associate of Arts - Criminal Justice

Tunxis Community College
Farmington, CT
05.2004

High School Diploma -

Plainville High School
Plainville, CT
06.1987

Skills

  • Payment Processing
  • Customer Buying Habits
  • Sales Expertise
  • Proper Storage Procedures
  • Personal Shopping
  • Providing Feedback
  • Mobile Ordering Understanding
  • Delivery Management
  • Delivery Procedures
  • Product Knowledge
  • Personal Grooming Standards
  • Accurate Money Handling
  • Customer Relations
  • Hygiene Standards
  • Safe Equipment Handling
  • Effective Multitasking
  • Car Maintenance
  • Corrective Actions
  • Credit and Debt Card Processing
  • Safety Rules
  • Entrepreneurial Leadership
  • Personalized Support
  • Order Coordination
  • Serve Customers
  • Bagging Items
  • Handling Materials
  • Basic Mathematical Calculations
  • Company Safety Policies
  • Customer Experience
  • Special Handling
  • Materials Movement
  • Vendor Relationships
  • Transportation Security
  • Efficient Routing
  • Delivery Truck Direction
  • Reading Comprehension
  • Team Meetings
  • Safety Protocols
  • Customs Requirements
  • Shipment Procedures
  • Inventory Accuracy
  • Cargo Release Approvals
  • Heavy Machinery Operation
  • Workplace Safety
  • Cargo and Freight
  • Critical Thinking
  • Pallet Jacks
  • Shipping Document Verification
  • Vendor Contracts
  • Active Listening
  • Performance Goals
  • Quality Standards
  • Safety Techniques
  • Loading Cargo
  • Safety Gear
  • Cargo Shipment Estimations
  • Shipping Documents Preparation
  • Weight Distribution
  • International Shipments
  • Freight Bills Preparation
  • Teamwork Skills
  • Customer Engagement
  • Service Quality
  • Travel Knowledge
  • Reservation Software
  • Issue Resolution
  • Efficient Service
  • Complex Problem-Solving
  • Phone Inquiries
  • Customer Reservations
  • Telephone Reception
  • Time Management
  • Personalized Customer Service
  • Phone Etiquette
  • Effective Listening
  • Reservations Assistance
  • Reservation Coordination
  • Special Requests
  • Invoice Preparation
  • Passenger Security
  • Call Center Customer Service
  • Airline Regulations
  • Superior Customer Service
  • Aircraft Movements
  • Towing Aircraft
  • Crew and Passenger Safety
  • Airline Policies
  • Order and Payment Processing
  • Accurate Data Entry
  • Passenger Service
  • Assist Passengers
  • Customer Care
  • Conflict Resolution
  • Lost Baggage Tracing
  • Customer Transactions
  • Coordinate Boarding
  • Sabre Software
  • Assign Boarding Passes
  • Baggage Handling Procedures
  • Travel Reservations
  • Special Needs Assistance
  • Records Maintenance
  • Rules of Conduct
  • Counseling Techniques
  • Inmate Movement Control
  • Daily Logs
  • Jury Testifying
  • Emergency Situations
  • Inmate Supervision
  • Post-Trip Inspections
  • Physical Restraint
  • Effective Writing
  • Alarm Systems
  • Detail Work
  • Visual Inspection
  • Officer Training
  • Behavior Management Systems
  • Regulatory Compliance
  • Searches and Seizures
  • Learning Strategies
  • Rule Enforcement
  • Professional Development
  • Court Protocols
  • Evidence Testing
  • Detail Management
  • Compliance Requirements
  • Document Organization
  • Suicide Prevention
  • Rehabilitation Programs
  • Volunteer Training
  • Correctional Program Resources
  • Public Safety
  • Protocol Management
  • Staff Performance Evaluation
  • Security Procedures
  • Urinalysis Testing
  • Conflict Management
  • Anger Management
  • Institutional Policies
  • Operational Efficiency
  • Equipment Inspection
  • Responding to Security Breaches
  • Training Methods
  • Unit Coordination
  • Staff Supervision
  • Population Supervision
  • Implementation Oversight
  • Legal Standards
  • Court Appearances
  • Control Crowd
  • Social Perceptiveness
  • Inmate Interviews
  • Effective Working Relationships
  • Performance Improvement
  • Situational Awareness
  • Emergency Protocol
  • Defensive Techniques
  • Disciplining Officers
  • Improve Procedures
  • Background Investigations
  • Effective Communication
  • Crisis Intervention Training
  • Creative Solutions
  • Foot Patrol
  • Patient Transport

Languages

Spanish
Native or Bilingual

Timeline

Personal Shopper

Instacart
03.2021 - Current

Cargo Service Agent

Southwest Airlines
06.2020 - 10.2021

Customer Service Ticket Agent

Midway Airlines
03.1999 - 09.2001

Correctional Captain

State Of Connecticut Department Of Correction
06.1997 - 05.2020

Reservations Agent

American Airlines
02.1990 - 09.1997

Bachelor of Arts - Criminal Justice

Central Connecticut State University

Associate of Arts - Criminal Justice

Tunxis Community College

High School Diploma -

Plainville High School
Kimberly Lauray