Kourtnie Bergman
South Bend,IN
Summary
I like to think of myself as the Jack of all Trades. My willingness to learn new tasks and solutions has taken me far in the working world.
At two of my three jobs, I have been promoted to higher levels of authority.
At Build a Bear, I was hired for part time. Then had a promotion to Sales Floor Lead. I had access to the shop with my own keys where I performed daily duties.
At Kohl's, I started out as seasonal part time help in customer service and was kept on after the new year. Then when we reopened in May of 2020, we were closed for 2 months because of the pandemic, I was working full time hours. In November of 2020, my assistant store manager asked me to start doing the orientations. One month later, they promoted me to full time where I became the Store Support Lead or Admin. I help at customer service most of the time and at the Amazon outpost along with replenishing the store merchandise.
I am always willing to learn new positions to help my store and company as needed. I always make sure to treat my customers with the upmost respect and great customer service. I am efficient with my time and handling customers. I even juggle multiple customers at one time as needed.
I help customers with returns, purchases, and exchanges. I will also help the customer order product off their phones or on the kiosks in the store.
Customer service professional with solid background in delivering exceptional support and solutions. Known for reliability, adaptability, and unwavering commitment to team success. Strong interpersonal skills and ability to navigate complex customer interactions with ease. My goal is to always leave the customer happier than how they came to me and to resolve their issues or concerns as quickly, but professionally, as possible.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Tire Rack
05.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Investigate missing orders or delayed packages with various carriers.
- Assisting with returns and placing new orders within my handle.
- Following up with customers to make sure they have either received their missing order or if another order was shipped to replace their missing order.
Administrator
Kohl's
08.2019 - Current
- Managed bi-weekly payroll employees, as well as insurance matters, workman's compensation and compliance reporting.
- Conducted in-depth troubleshooting of program problems and employee concerns and recommended corrective actions to resolve issues.
- Making the weekly schedules, putting in request offs for associates.
- Putting in new availabilities for associates.
- Maintaining associate's late records and making counseling forms for the correct managers to sit down with.
- Doing orientations for the store for new hires. Taking their information and making copies, verifying their provided information.
- Using the computers to help new hires with their computer training.
- Filing their folders into the correct cabinets and staying organized.
- Doing special verification paperwork for minors.
- Answering emails as directed.
- Doing monthly inventory for the store and ordering items.
- Aided colleagues, managers and customers through regular communication and assistance.
- Managed agendas and calendars, boosting productivity and improving organizational initiatives.
- Assisted executive leaders in decision-making procedures by creating daily reports to advise leaders on corrective actions and process improvements.
- Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
- Computerized office activities, maintained customer communications and tracked records through delivery.
- Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.
- Managed payroll, transactions, invoicing and budgeting to decrease financial inconsistencies.
- Oversaw successful planning and execution of staff meetings, parties and events.
- Answering the back door for pick ups and deliveries.
- Unloading some of the received items and putting them away in their correct areas.
- Daily deposits and cash handling in large quantities.
- Customer service; aiding customers with their returns and transactions. Using problem solving solutions to help the customers with returns or assisting associates to quickly solve their customer's problems.
- Answering the phone and directing the calls as needed.
- Cleaning and maintaining the cleanliness of customer service and the back office area.
- Folding, hanging, re-tagging clothes with security devices, and putting stock away in their holding areas for another associate to clean out, using handheld devices to scan and print new tags or clearance tags.
- Using computers to look up items without product numbers and making new tags for those items.
- Compiling damaged goods into totes and creating damage labels for boxes. Sealing and loading them onto palates.
- Customer service at the Amazon desk.
- Taking the customer's items and making labels for items, sorting the items with handheld devices, sorting packages into their boxes.
Bear Builder/Sales Lead Manager
Build-A-Bear Workshop
02.2017 - 10.2019
- Coached employees in successful selling methods and encouraged cross-selling for additional products and services.
- Contacted qualifying leads and hesitant prospects to answer questions and provide further information prior to purchase.
- Effectively presented information to customers and responded to questions.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Daily deposits, running registers, cleaning sales floor, stocking, unloading merch and putting it away in appropriate bins.
- Doing visual work throughout the store when new floor sets became available.
Warehouse Associate
Archway
03.2017 - 06.2018
- Wrapped pallets in shrink wrap prior to loading.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Maintained warehouse accessibility and safety for customer traffic by discarding empty boxes and removing obstacles from aisles.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel.
- Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
- Compared received packages against shipping documents.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Volunteered to assist [Job title] with [Type] projects, demonstrating willingness to learn new tasks and increase skill levels.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Prepared orders for shipment by systematically picking, packing and labeling merchandise.
- Worked safely around moving machinery.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Completed daily cycle counts and quarterly inventories and resolved variances to maintain data accuracy.
- Performed inventory control, such as counting and stocking merchandise.
Education
GED -
South Bend Adult Education
South Bend, IN05.2019
Skills
- Office administration
- Documentation and reporting
- Scheduling
- Sorting and labeling
- Administrative support
- Office management
- Mail handling
- Customer service
Timeline
Customer Service Specialist
Tire Rack
05.2022 - Current
Administrator
Kohl's
08.2019 - Current
Warehouse Associate
Archway
03.2017 - 06.2018
Bear Builder/Sales Lead Manager
Build-A-Bear Workshop
02.2017 - 10.2019
GED -
South Bend Adult Education
small business
I have a small business called Koko's Kitchen. I make and sell my own butters. I make apple, peach, and pumpkin butters. I can everything and seal it. I also make my own white bread, pumpkin bread, and banana bread. I enjoy cooking and baking. Just love to spread love and good food to other people.