Kirsten Lillquist
Seattle
Summary
Extremely resourceful in fast paced environment. 15 years customer service experience, inventory/department management and implementation of progressive work strategies. Provides mindful insight and action to complete obligations with coworkers. Proactive with prioritization of work obligations. Dependable skills with multiple computer programs. Inquisitive, teachable and strong reliance in constructive criticism.
Results-driven Program Director with a proven track record of delivering projects on time and within budget. Excel at strategic planning, team leadership, and operational management to drive program success. Skilled in conflict resolution, effective communication, and stakeholder engagement, ensuring seamless collaboration across departments. Thrive in fast-paced environments by prioritizing tasks and leveraging problem-solving abilities to overcome challenges.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Program Director
Boys & Girls Clubs of America
Seattle
09.2018 - Current
- Provide/create a safe and fun environment for a wide age range of children from Kindergarten-8th Grade. Give stability, resources and guidance for the overall physical, mental and emotional well-being of all individuals, households and families enrolled in program.
- Led program development initiatives for youth engagement and community outreach.
- Managed staff training and professional development sessions for program implementation.
- Collaborated with community partners to enhance service offerings and resource sharing.
- Oversaw budget planning and allocation to ensure program sustainability and growth.
- Evaluated program effectiveness through feedback and assessments from participants.
- Directed strategic planning efforts to align programs with organizational mission and goals.
- Fostered a positive team environment through mentorship and support of staff members.
- Championed advocacy efforts to promote the needs of youth in the community.
- Facilitated staff meetings and educational work sessions to strengthen staff competencies.
- Created and implemented new policies and procedures for the program.
- Conducted needs assessments and developed program objectives.
- Recruited, hired, trained, supervised, coached, evaluated, and disciplined personnel.
- Monitored program operations for compliance with policies and procedures, applicable standards and relevant contractual policy.
- Managed budgeting processes, including creating forecasts and tracking expenses.
- Developed strategies to increase public awareness of the organization's services.
- Maintained communication with clients throughout their involvement in the program.
- Collaborated with external partners to leverage resources for the program's success.
- Supported marketing efforts by providing content for promotional materials.
- Met regularly with program stakeholders to make program adjustments and assess progress.
- Fostered community connections and networks, driving collaborations with local organizations and businesses.
- Devised evaluation strategies to monitor performance and determine need for improvements.
- Analyzed data from surveys, focus groups, interviews to inform decision making.
- Negotiated contracts with vendors as needed for supplies or services related to the program.
- Researched funding opportunities to support program initiatives.
- Created and implemented new programming ideas to keep station relevant and growing.
Human Resources Manager
Kroger
Seattle
02.2018 - 10.2021
- Provide/create resources for store employees and customers, prioritization of important deadlines, organization and maintenance of employee files, management of store employment needs and hiring/training for store employment needs
- Developed and implemented employee engagement initiatives to enhance workplace culture.
- Managed recruitment processes to attract top talent for diverse store locations.
- Coordinated training programs to ensure compliance with company policies and standards.
- Oversaw performance management systems to evaluate employee contributions effectively.
- Facilitated conflict resolution between employees and management in various departments.
- Analyzed employee feedback to drive improvements in retention strategies across stores.
- Collaborated with leadership on strategic workforce planning for future growth needs.
- Ensured adherence to labor laws and regulations within the company's operational framework.
- Handled sensitive employee and company information with highest level of confidentiality and discretion.
- Maintained employee records in accordance with company policy and applicable legal requirements.
- Created job postings, tracked applicants and maintained applicant database.
- Identified, screened and interviewed potential employees.
- Directed HR programs, policies and processes to improve operational efficiency.
- Evaluated current HR processes and recommended changes when necessary to improve efficiency.
- Organized orientation sessions for new hires and provided them with onboarding information.
- Encouraged open communications, promoting positive and pro-employee work environment.
- Held exit interviews and documented information discussed with employees.
- Facilitated communication between management and staff by conducting regular meetings to discuss concerns or suggestions.
- Resolved conflicts between different departments or personnel using sound judgment to maintain a harmonious work environment.
- Provided HR consultation services to leadership and department heads.
- Reviewed job descriptions regularly to ensure accuracy of duties assigned to each position.
- Compiled reports to provide management with accurate information and comply with policies and procedures.
- Investigated employee relations matters through interviews with involved parties to ensure a fair resolution.
- Collaborated with department managers to develop comprehensive training programs that meet the needs of each individual team member.
- Achieved desired work environment and performance by proactively advising and guiding employees on best practices and overseeing HR training.
- Identified operational weaknesses to improve or innovate people, programs and processes.
- Managed full-cycle human resource operational activities to maximize HR employee performance.
- Coordinated various benefits programs such as medical insurance, retirement plans and vacation policies.
- Implemented organizational change initiatives effectively while minimizing disruption in operations.
- Developed and implemented recruitment strategies to attract qualified candidates.
- Used HR website and other media to communicate HR processes, increasing understanding and consistent use.
- Organized team building activities to foster collaboration among staff members.
- Handled employee discipline and termination to address policy infractions.
- Suggested promotions and wage increases according to employee performance.
- Launched wellness plans to reduce stress, boost morale and increase productivity.
- Helped with employee transfers and referrals.
- Scheduled random drug testing for employees to diminish regularity risks.
- Launched innovative incentive program to achieve low turnover rate in highly competitive market.
Bookkeeper/Office Manager
Kroger
Seattle
01.2018 - 10.2021
- Store management of all grocery cashier transactions, daily audits on tills, guidance and support for store customer transactions, file/record maintenance of all money requirements for grocery store needs
- Managed accounts payable and receivable for grocery store operations.
- Reconciled bank statements with internal financial records monthly.
- Processed payroll for employees, ensuring accurate calculations and timeliness.
- Assisted in preparing financial reports for management review and decision-making.
- Recorded daily transactions into accounting software accurately and efficiently.
- Maintained organized filing system for invoices, receipts, and financial documents.
- Collaborated with team members to streamline bookkeeping procedures and practices.
- Provided support during audits by compiling necessary documentation and records.
- Performed basic accounting, payroll and bookkeeping services to manage business operations.
- Ensured accuracy in all accounting entries and records.
- Entered deposits, credit card charges and sales entries to facilitate cash management.
- Generated invoices for clients and tracked payments received from customers.
- Performed month-end closing activities.
- Prepared financial statements, including balance sheets, income statements, and statement of cash flows.
- Resolved billing discrepancies with vendors or customers promptly.
- Reviewed purchase documents and company receipts for reconciliation with statements.
- Posted journal entries to the general ledger system accurately and timely.
- Managed payroll processing for staff members.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Developed internal control procedures to ensure accurate recordkeeping.
- Responded to inquiries from IRS, state and other tax authorities to minimize additional interest and penalty charges.
- Defined bookkeeping policies and procedures by developing system to account for financial transactions.
- Utilized accounting software to streamline bookkeeping processes, increasing efficiency.
- Managed inventory records, adjusting entries for discrepancies and reporting changes.
- Collaborated with external auditors during annual audits of company finances.
- Conducted month-end and year-end close processes, ensuring accuracy of financial reporting.
- Tracked and reported charitable contributions and grants for nonprofit bookkeeping.
- Handled sensitive financial information with confidentiality and integrity.
- Oversaw inventory management, including ordering and tracking supplies.
- Trained new staff on company procedures and operational protocols.
- Implemented digital filing systems to enhance document organization and retrieval.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Managed office inventory and placed new supply orders.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
4th Store Manager
Kroger
Seattle
07.2016 - 01.2019
- Management of all departments in grocery store, handling of high expense transactions, product production, customer service and prioritization of needs/tasks of employees, customers and grocery store
- Managed daily store operations and ensured compliance with company policies.
- Supervised staff scheduling and maintained adequate workforce levels.
- Trained new employees on store procedures and customer service standards.
- Oversaw inventory management and coordinated restocking efforts.
- Developed merchandising strategies to enhance product visibility and appeal.
- Addressed customer inquiries and resolved issues promptly and effectively.
- Collaborated with suppliers to negotiate pricing and product availability.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Resolved customer complaints in a timely manner.
- Created weekly work schedules for store personnel.
- Managed daily banking activities such as deposits and withdrawals.
- Updated and maintained store signage and displays.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Ensured compliance with safety regulations and company policies.
- Monitored inventory levels and placed orders to restock shelves.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Updated POS system with new products and promotional offers.
- Developed relationships with suppliers to negotiate better prices.
- Prepared staff work schedules and assigned team members to specific duties.
Produce Manager
Kroger
Seattle
08.2013 - 08.2017
- Customer service, inventory management, product production, management of employee department schedules and tasks
- Managed daily operations of the produce department for a leading grocery retailer.
- Oversaw inventory management to ensure product freshness and availability.
- Trained and mentored staff on best practices for product handling and safety.
- Developed merchandising strategies to enhance product visibility and appeal.
- Collaborated with vendors to procure high-quality produce products consistently.
- Implemented quality control measures to maintain produce standards and hygiene.
- Assisted in budgeting and expense management for the produce department.
- Led team meetings to discuss performance, challenges, and new initiatives.
- Replenished, rotated and culled displays several times daily.
- Received produce deliveries and unloaded produce.
- Trimmed, washed, and bundled produce.
- Assisted customers with produce questions and special orders.
- Resolved customer complaints promptly while maintaining a positive attitude towards customers.
- Coordinated with other departments to ensure proper merchandising of produce items throughout store locations.
- Maintained comprehensive compliance with workplace and food safety standards to protect staff and customers.
- Coordinated efficient restocking of grocery merchandise to meet customer needs and promote consistent sales.
- Performed regular audits of perishables to guarantee shelf life and reduce spoilage costs.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Maintained records of purchases, storage temperatures, deliveries, and invoices for accuracy in financial reporting.
- Reviewed daily sales reports identifying areas where sales are low so corrective action can be taken quickly.
- Provided clear, attractive and consistent signage.
- Maximized profit by coordinating efficient team workflows, minimizing waste and controlling shrinkage.
- Priced produce to achieve margin and sales goals while maintaining competitive pricing profile.
- Maintained a safe work environment by adhering to all safety regulations and policies.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed completed work to verify consistency, quality, and conformance.
- Analyzed business performance data and forecasted business results for upper management.
- Proposed or approved modifications to project plans.
Cashier/Customer Service
Kroger
Lynnwood
04.2010 - 08.2015
- Customer service, janitorial tasks, handling of high expense transaction, conduct procedures to effectively open and close grocery store
- Processed customer transactions quickly and accurately at retail establishment.
- Assisted customers with product inquiries and provided excellent service.
- Maintained clean and organized checkout area for efficient operation.
- Handled cash, credit, and digital payments following company policies.
- Collaborated with team members to ensure smooth store operations.
- Trained new cashiers on register procedures and customer service best practices.
- Monitored inventory levels at the point of sale for replenishment needs.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Collected payments and provided accurate change.
- Stocked shelves with merchandise when needed.
- Issued receipts, refunds, credits or change due to customers.
- Worked closely with front-end staff to assist customers.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Learned roles of other departments to provide coverage and keep store operational.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Adhered to social distancing protocols and wore mask or face shield.
- Offered customers carry-out service at completion of transaction.
Courtesy Clerk
Kroger
Lynnwood
10.2007 - 04.2010
- Customer service, janitorial services, stocking product, conducting opening and closing procedures for grocery store
- Stocked shelves with products, ensuring proper organization and visibility.
- Maintained cleanliness in checkout areas and store aisles for customer safety.
- Assisted customers with bagging groceries and managing checkout lines.
- Handled customer inquiries and provided information about store policies.
- Collaborated with team members to ensure smooth store operations during peak hours.
- Conducted routine checks on products to ensure quality and freshness standards.
- Assisted with price checks, go-backs, and replenishing supplies.
- Oversaw collection shopping carts from parking lot to maintain clean, organized area.
- Greeted customers and provided assistance in locating items.
- Worked as part of a team to meet daily goals for stocking shelves, cleaning.
- Followed best practices for bagging items in reusable, plastic and paper bags.
- Stocked shelves with merchandise, rotated products, and removed expired items.
- Demonstrated knowledge of store layout to assist customers in finding desired items quickly.
- Established good working relationships with other departments to promote smooth flow of products and services throughout store.
- Assisted in unloading trucks containing incoming stock or supplies.
- Ensured safety by monitoring the parking lot for any suspicious activity.
- Inspected customer bags to ensure no shoplifting occurred.
- Followed proper food safety procedures when stocking refrigerated items.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
Education
High School Diploma -
Meadowdale High School
Lynnwood, WAEducation - Completion of multiple Associates Degree coursework
Shoreline Community College
Shoreline, WASkills
- Inventory Control
- Scheduling
- Customer service
- Employee relations
- Microsoft office
- HRIS Kronos Payroll
- HRIS Express HR employee profile maintenance
- HRIS KnowMe recruitment/job posting
- Program development
- Budget management
- Staff training
- Community outreach
- Policy implementation
- Strategic planning
- Partnership building
- Program evaluation
- Employee engagement
- Performance management
- Conflict resolution
- Effective communication
- Resource allocation
- Innovation and creativity
- Marketing and promotion
- Expense control
- Procedure writing
- Administration
- Curriculum development
- Documentation and reporting
- Child development
- Program planning
- Staff development
- Business oversight
- Safety protocols
- Recruitment and hiring
- Quality assurance
- Operations oversight
- Student records management
- Financial management
- Policy and procedure improvements
- Community engagement
- Classroom management
- Task delegation
- Dependability and cooperation
- Schedule staff
Certification
- High School Diploma
- Food Handlers Permit
- Forklift Handlers Permit
- Driver's License
- CPR certification
Timeline
Program Director
Boys & Girls Clubs of America
09.2018 - Current
Human Resources Manager
Kroger
02.2018 - 10.2021
Bookkeeper/Office Manager
Kroger
01.2018 - 10.2021
4th Store Manager
Kroger
07.2016 - 01.2019
Produce Manager
Kroger
08.2013 - 08.2017
Cashier/Customer Service
Kroger
04.2010 - 08.2015
Courtesy Clerk
Kroger
10.2007 - 04.2010
High School Diploma -
Meadowdale High School
Education - Completion of multiple Associates Degree coursework
Shoreline Community College
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