Kristy Groves
Bentonville,AR
Summary
Personable Member Service Representative offering 25 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
15
15
years of professional experience
Work History
Associate
Ocean Canyon Properties
Texarkana, Tx
09.2019 - 02.2020
- Handling phone calls in a fast paced environment.
- Speaking to customers in a professional manner.
- Provided excellent customer care.
- Building relationships with future members over the phone.
- Scheduling of promotional visits at resorts.
- Knowledge of resorts.
Manager
Teleperformance - Apple
Texarkana, TX
06.2018 - 09.2019
- For iOS and Mac +.
- Taking inbound calls for iOS devices and Mac’s in order to resolve any software issues over the phone.
- Promoted to Senior Adviser within the first 6 months of employment and received 3 pay raises in that time.
- It was my duty to take over calls that agents couldn’t figure out and come up with a solution.
- It was also my job to do what ever I needed to in order to keep the customer calm and happy during our call and do everything possible to resolve the issue in that first phone call.
- Was also tasked with researching unusual issues and working with other departments to find a resolution.
- Staying in touch with my customers during that time was crucial.
- Training and mentoring new employees as they came in and showing them how to use our tools.
- Keeping up with my KPI to ensure my numbers never dropped to low.
Team Manager
Alliance Advisors
Texarkana, Tx
04.2017 - 10.2018
- Being knowledgeable about each client’s upcoming meeting dates and the proposals that are up for shareholder vote so that I can explain them to shareholders in a way they understand.
- Dealing with upset shareholders in a professional way to calm them down and persuade them to cast a vote.
- Being able to quickly disposition calls in order to reach as many shareholders as possible.
- Being able to work from home without distractions and multitasking when necessary.
- Training new staff members and coaching them on how to make their calls better.
- Keeping track of my teams calls as well to ensure we were meeting goal every week.
- Coming up with action plans if goals were not met.
Seasonal Sales Associate
Convergy’s – Harry & David
Texarkana, Tx
11.2017 - 02.2018
- Achieve specific sales target to maximize sales opportunities on each call.
- Use script/or probing techniques to determine customer needs and offer the most appropriate product or service available.
- Maintain broad knowledge of products, pricing, promotions and procedures.
- Ensure service delivered to customers meets contractual sales goals and other Key performance indicators (KPI).
- Prepare complete and accurate work including appropriately notating accounts as required.
- Participate in activities designed to improve customer satisfaction and sales performance.
- Answer billing questions by talking through components of customer accounts.
Sales Associate
Gregg Orr Auto
Texarkana, Tx
07.2015 - 02.2016
- Apprise car shoppers of warranties and financing options.
- Showing cars to people who visit the dealership and explaining the characteristic of various.
- Well informed about all the cars he/she is selling and be ready to answer questions about gas usability and engine size, mileage, and colors that each model comes in.
- Being able to use my persuasive skills to close car deals.
- Helping find the best finance options for each client.
General Manager
Smashburger
Texarkana, Tx
04.2011 - 07.2012
- Ensuring all staffing needs were met.
- Motivating my team to perform at the highest standards possible.
- Overseeing and making necessary changes during work hours and handling any complaints professionally be it customer or Internal.
- Financial planning for the month each month keeping the store under budget by making smart choices when placing truck orders, supply orders and payroll.
- Placed all truck orders and kept detailed files on what was on the truck ensuring nothing was left out.
- Did all hiring and training placement and set goals for my Managers to help keep them on track.
- Did all Performance Reviews and write-ups and if needed I did all the terminating of employees.
- Handling each with extreme care and making sure I retrieved all company property back after termination and everything was handled in a professional manner.
- Made sure all food was prepared to specific guidelines to ensure the store served and stored food according to state guidelines.
- Analyzing business on a daily and sometimes hourly basis to make adjustments to fit our customers needs.
Store Manager
The Children’s
Texarkana, Tx
01.2005 - 06.2012
- Maintaining a high level of communication with all my assistance in order to stay on the same page when performing a task or when dealing with customers and associates.
- Ensuring all LP measures are being done on a daily basis.
- Overall loss has been cut in half during my tenure this was achieved solely by following the proper procedures.
- As a member of the District Talent team, I handle all in store training and one of my additional responsibilities is delegating company training techniques to the rest of the managers in my district and provide them with any new training tools.
- I’ve been able to promote from with-in my store and have most open positions filled within 30 days.
- Manage all payroll and have never gone over on hours and have saved the company 20% in payroll last year.
- Motivating my team to achieve even higher results for this year.
- We received many rewards and awards the last few Quarters.
- Setting goals for each team member making sure to follow up whether its for accomplishing the task or to give further directions in a positive manner.
- Responsible for all quarterly and yearly reviews with associate so they are aware of what the expectations are and set a plan in place in order to exceed those expectations.
- Analyzing weekly, monthly and yearly paperwork so that I could determine the needs of my business so that I could make quick changes to areas where we may have been lacking.
Merchandising Manager
Aeropostale
Texarkana, Tx
06.2010 - 04.2011
- Ensuring visual standards throughout store maintaining Brand standards throughout and ensured my associates were trained well on what those standards were.
- Actively involved with customers so that we could meet all sales goals and also teaching by example.
- Made sure proper plans and schedules were prepared in order to get major sets done in a timely manner.
- Interviewing new hires and making sure we brought in the right talent for our store.
- Training new hires on sales techniques and Brand presentation.
- Ensuring all Opening and closing duties were completed correctly and all money was accounted for.
- Maintained payroll keeping under budget.
- Analyzing the business from various different indicators to ensure we were making the proper adjustments to run a more successful business.
Assistant Manager
Pacific Sunwear
Texarkana, Tx
01.2009 - 06.2010
- Ensuring visual standards throughout store maintaining Brand standards throughout and ensured my associates were trained well on what those standards were.
- Actively involved with customers so that we could meet all sales goals and also teaching by example.
- Made sure proper plans and schedules were prepared in order to get major sets done in a timely manner.
- Interviewing new hires and making sure we brought in the right talent for our store.
- Training new hires on sales techniques and Brand presentation.
- Ensuring all Opening and closing duties were completed correctly and all money was accounted for.
- Maintained payroll keeping under budget.
- Analyzing the business from various different indicators to ensure we were making the proper adjustments to run a more successful business.
Assistant Manager
Vanity
Texarkana, Tx
03.2007 - 07.2009
- Ensuring visual standards throughout store maintaining Brand standards throughout and ensured my associates were trained well on what those standards were.
- Actively involved with customers so that we could meet all sales goals and also teaching by example.
- Made sure proper plans and schedules were prepared in order to get major sets done in a timely manner.
- Interviewing new hires and making sure we brought in the right talent for our store.
- Training new hires on sales techniques and Brand presentation.
- Ensuring all Opening and closing duties were completed correctly and all money was accounted for.
- Maintained payroll keeping under budget.
- Analyzing the business from various different indicators to ensure we were making the proper adjustments to run a more successful business.
Education
Associates - Business Management, Computer Science
Texarkana College
05.2005
Skills
- Inbound and Outbound Calling
- Sales
- Invoicing
- Shipping and Receiving
- Scheduling
- Sales Goals
- Cash Handling
- Customer Complaint Resolution
- Product Knowledge
- Point of Sale Systems
- Store Merchandising
- Product Location
- New Product Information
- Quality Management
- Cash Register Operation
- Complaint resolution
- Conflict Resolution
- Process Optimization
- Good communication skills
- Telephone etiquette
- Training development aptitude
- Creative problem solving
- Service standard compliance
- Technical Support
Timeline
Associate
Ocean Canyon Properties
09.2019 - 02.2020
Manager
Teleperformance - Apple
06.2018 - 09.2019
Seasonal Sales Associate
Convergy’s – Harry & David
11.2017 - 02.2018
Team Manager
Alliance Advisors
04.2017 - 10.2018
Sales Associate
Gregg Orr Auto
07.2015 - 02.2016
General Manager
Smashburger
04.2011 - 07.2012
Merchandising Manager
Aeropostale
06.2010 - 04.2011
Assistant Manager
Pacific Sunwear
01.2009 - 06.2010
Assistant Manager
Vanity
03.2007 - 07.2009
Store Manager
The Children’s
01.2005 - 06.2012
Associates - Business Management, Computer Science
Texarkana College
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