Kimberly Oatman
McKeesport,PA
Summary
Detail-oriented leader skilled in training and mentoring staff, enhancing workflows, and resolving customer issues. Committed to fostering a positive team environment and delivering exceptional customer experiences.
Overview
16
16
years of professional experience
Work History
Customer Service Supervisor
Marshalls
West Mifflin, PA
02.2014 - 08.2021
- Supervised customer service team, ensuring high-quality support and satisfaction levels.
- Trained and mentored staff on company policies and customer interaction best practices.
- Developed and implemented efficient workflows to enhance service delivery and team performance.
- Resolved customer complaints effectively, improving overall experience and loyalty.
- Cash office duties including balancing cash for prior day and day of.
- Conducted regular staff meetings to align team goals and share best practices.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
Cashier Team Lead
Dick Sporting Goods
West Mifflin, PA
11.2005 - 01.2014
- Supervised cashier team, ensuring adherence to policies and procedures.
- Trained new cashiers on point-of-sale systems and customer service protocols.
- Managed daily cash reconciliations, ensuring accuracy and accountability.
- Streamlined checkout processes, enhancing efficiency during peak hours.
- Resolved customer inquiries and complaints, fostering positive shopping experiences.
- Monitored inventory levels, coordinating with management for timely restocking.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Developed strong relationships with repeat customers through friendly service interactions.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Increased customer loyalty and retention.
- Quickly and accurately counted drawers at start and end of each shift.
- Assisted with merchandising tasks as needed to maintain store appearance standards and promote product visibility.
- Learned and adapted quickly to new technology and software applications.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Monitored inventory levels, identifying discrepancies and assisting in stock replenishment.
- Trained new staff on stocking procedures and best practices for efficiency.
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Answered customer questions and provided detailed product information.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
High School Diploma -
South Allegheny
Liberty Boro PASkills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Decision-making
- Team leadership
- Customer relations
- Positive and constructive feedback
- Work prioritization
- Call monitoring
- Sales support
- Employee scheduling
- Call center operations
- Customer satisfaction
- Patience and composure
- Cash handling
- Cash register operation
- Guest services
- Cash management
- Product knowledge
- Customer focus
- Payment processing
- Cash handling expertise
- Customer inquiries
- Payment collection
- Merchandise restocking
- Data entry proficiency
- Retail merchandising
- Drawer management
- Strong numeracy
- Financial shortage analysis
- Attention to detail
- Phone etiquette
- Stress management
- Calm demeanor
- Positive and professional
- Telephone management
- Customer assistance
- Reliable and responsible
- Honest and dependable
- Scheduling
- Front desk skills
- Quick Learner
Languages
English
Timeline
Customer Service Supervisor
Marshalls
02.2014 - 08.2021
Cashier Team Lead
Dick Sporting Goods
11.2005 - 01.2014
High School Diploma -
South Allegheny