KRISTEN HIGA
KANEOHE,HI
Summary
Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent or Customer Service Representative in busy and fast-paced setting.
Overview
7
7
years of professional experience
Work History
Front Desk Concierge
Ali’i Animal Hospital & Resort/Ali’i Animal
Kailua , HI
2021.04 - 2022.05
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Handing phone call off to medical staff so they could answer what I was unable to)
- Using my professionalism to de-escalate situations so that we could better service a client when they are unsatisfied with a particular service they may have received
- Going over the invoice with the client to ensure they have a full understanding of what they are paying for o Being able to figure and solve any discrepancies with any invoice for the client and get back to them in a timely manner
- Responding to Emails - Completing online inquiries for clients Calling said client and setting up an appointment for them Answering any questions they may have in regards to an upcoming appointment, our resort services
- Being able to speak to our services and know what we offer
- Communicating effectively with the medical team and clients - Speaking with clients and getting as much information as possible
- In case of a potential medical emergency Relaying all of the information the client has described about their pet to the medical team to help determine if the pet needs emergency care or if only an appointment is needed to be scheduled
Recruiter
1-800-GOT-JUNK?/You Move Me
Honolulu , HI
2020.03 - 2020.10
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
- Screening through all resumes for the following positions Mover Moving Crew Lead Truck Team Member 2
- Phone Screening/Holding In Person Interviews for said positions o Hiring for said positions for each business
- Worked with GM and Ops Coordinators to figure out how many employees are needed for the quarter
- In charge of every new hire’s first day on-boarding o Administering and ensuring completion of all tax/company paperwork
- Cleaned up, updated and maintained company’s HR employee profiles
- Operated and maintained applicant tracking and candidate management systems.
- Out in the field to recruit new employees for positions above and letting the general public know that we are actively hiring for positions.
- Developed recruiting strategies to identify qualified candidates and build network.
Store Manager
San Lorenzo Bikinis
Honolulu , HI
2018.03 - 2020.03
- Proficient in Lightspeed POS system Responsible for my small team of 4 Sales Associates and 1 Assistant
- Managed inventory control, cash control and store opening and closing procedures.
- Creating action plans for each employee for growth and development Setting personal selling and KPI goals
- Ensuring employees have my full support at all times Being on call for any potential situation that could occur at store level
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Making my store schedule and managing our hours
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Heavily involved in training new Store Managers to take over store locations
- In charge of all cash deposit handling (taking deposits to the bank, getting change for the store etc.) Responsible for Merchandising store to house both swim and clothing o Ensuring there is little to no stock in back stock.
- Rotated merchandise and displays to feature new products and promotions.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
Intimates and Swim Department Manager
Urban Outfitters
Honolulu , HI
2015.01 - 2018.03
- Worked my way up from a Sales Associate to a Team Lead of the Housewares Department to Customer Engagement Manager (Senior Team Lead) to The Intimates and Swim Department Manager Responsible for my small team of sales associates
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Heavily involved in the hiring and training of new employees Responsible for developing active employees for possible growth within the company Leading by example and giving customers the best shopping experience possible
- Double checking payroll every week to ensure it is 100% correct Responsible for interpreting our numbers for the department o Creating an action plan to either improve sales numbers or maintain sales numbers Looking at our department’s numbers and merchandising our department for optimal sales Working with store manager to ensure positive team morale
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness.
- Partnered with merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up.
Education
Bachelor of Arts - Sociology
University of Hawaii At Manoa
Honolulu, HI05.2015
Skills
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Customer Account Management
- Upbeat and Positive Personality
- Understanding Customer Needs
- Answering Customer Questions
Timeline
Front Desk Concierge
Ali’i Animal Hospital & Resort/Ali’i Animal
2021.04 - 2022.05
Recruiter
1-800-GOT-JUNK?/You Move Me
2020.03 - 2020.10
Store Manager
San Lorenzo Bikinis
2018.03 - 2020.03
Intimates and Swim Department Manager
Urban Outfitters
2015.01 - 2018.03
Bachelor of Arts - Sociology
University of Hawaii At Manoa
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