Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Kristen Mohan

Auburn

Summary

Professional service leader with solid track record of improving team efficiency and customer service standards. Known for fostering collaborative environment and consistently meeting organizational objectives. Reliable and adaptable, able to navigate changing priorities while maintaining focus on team success and customer satisfaction. Skilled in conflict resolution and team management.

Overview

11
11
years of professional experience

Work History

Service Desk Manager

Wegmans
08.2024 - Current
  • Enhanced customer satisfaction with timely issue resolution and effective communication skills.
  • Improved service desk efficiency by streamlining processes and implementing best practices.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Resolved customer complaints in professional and timely manner.
  • Organized staff schedules in a manner that ensured adequate coverage at all times while minimizing labor costs.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.

E-Commerce Manager

Wegmans
01.2023 - 08.2024
  • Managed inventory control processes for seamless order fulfillment and customer satisfaction.
  • Supervised a team of e-commerce specialists, providing guidance and performance feedback to foster professional development.
  • Tracked consumer behavior, content management, and weight of purchase to develop robust customer acquisition and retention programs.
  • Streamlined order fulfillment processes, reducing delivery times and improving customer satisfaction.

Service Team Leader

Wegmans
02.2022 - 01.2023
  • Encouraged service members to provide meaningful service to customers and successfully complete shifts.
  • Executed action plan to monitor development and progress of participants.
  • Established open atmosphere for team members and participants to openly communicate thoughts and opinions.
  • Developed and integrated organized icebreakers, team builders, service training and reflection.
  • Created detailed reports outlining key performance indicators for management review, highlighting areas of success and opportunities for improvement.
  • Conducted regular performance evaluations for team members, providing constructive feedback and setting individual goals for growth.
  • Achieved high levels of customer satisfaction through effective communication, problem-solving, and leadership skills.
  • Assisted in hiring new employees by reviewing applications, conducting interviews, and making informed decisions based on qualifications and fit within the existing team dynamics.

Cart to Curb Shopper

Wegmans
02.2021 - 02.2022
  • Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
  • Demonstrated speed and accuracy in order item selection.
  • Selected best-quality perishable items such as meat and produce.
  • Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
  • Supported colleagues during peak periods by stepping in to assist with various tasks as needed.
  • Tracked substitutions and informed customers of changes.
  • Resolved customer complaints promptly, ensuring high levels of satisfaction and repeat business.

Meals-2-Go Team Leader

Wegmans
02.2020 - 02.2021
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Built and maintained strong client relationships, leading to repeat business and referrals.
  • Efficiently processed and fulfilled orders within the designated timelines.
  • Accurately reviewed each order ensuring all details were correct to maintain a high standard of quality.

Lead Barista

Simple Roast Coffee Co.
08.2018 - 02.2020
  • Maintained accurate inventory counts to meet customer demands and sustain operations.
  • Utilized strong communication skills to foster a collaborative work environment among team members, resulting in increased productivity.
  • Consistently maintained a clean and organized workspace, adhering to health and safety regulations.
  • Resolved customer complaints quickly and professionally, maintaining positive relationships with patrons.
  • Mentored new staff members on proper techniques for espresso preparation and milk steaming, ensuring high-quality beverages.
  • Enhanced customer satisfaction by providing efficient and personalized beverage preparation.
  • Contributed to the establishment''s reputation for high-quality service by consistently exceeding customer expectations and maintaining a strong knowledge of menu offerings.
  • Optimized workflow processes for faster order completion, decreasing wait times for customers.
  • Streamlined workflow for barista team members by implementing effective task delegation.
  • Received consistent positive feedback from customers regarding exceptional service and beverage quality.

Cashier

Wegmans
04.2014 - 08.2018
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.

Education

High School Diploma -

Auburn High School
Auburn, NY
06-2016

Skills

  • Service level management
  • Incident management
  • Escalation management
  • Positive attitude
  • Problem-solving
  • Customer service
  • Multitasking and organization
  • Reliable and responsible
  • Time management
  • Team collaboration and leadership

Accomplishments

  • Awarded the Wegmans Exceptional Customer Service Award through effectively helping with a customer experiencing a family crisis. Ultimately with this award leading to my inclusion in promotional and training content used for training future employees.
  • Supervised team of 25 staff members. Including completion of their quarterly and annual reviews, as well as managing their developmental programs to further their progression in the company.
  • Brought on as one of 10 pathfinders for the new position of E-Commerce manager in Wegmans.
  • Invited to partake in the recruitment process as a special assignment in the assistance of Human Resources.

Timeline

Service Desk Manager

Wegmans
08.2024 - Current

E-Commerce Manager

Wegmans
01.2023 - 08.2024

Service Team Leader

Wegmans
02.2022 - 01.2023

Cart to Curb Shopper

Wegmans
02.2021 - 02.2022

Meals-2-Go Team Leader

Wegmans
02.2020 - 02.2021

Lead Barista

Simple Roast Coffee Co.
08.2018 - 02.2020

Cashier

Wegmans
04.2014 - 08.2018

High School Diploma -

Auburn High School

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