Kristin Vansill
Reidsville,NC
Summary
I worked in Customer Service for 6 years. I started out as a Cashier at Kmart and worked my way into a customer service associate until Kmart close. Once Kmart closed I started working at Food Lion as an Office Assistant, I worked my way up to the Assistant Customer Service Manager, I became a stay at home Mom in 2019 as my husband got a new job working out of town, Im now looking for a new opportunity that works with my kids still being in school and my husband still traveling for work.
Overview
6
6
years of professional experience
Work History
Assistant Customer Service Manager
Food Lion
07.2017 - 06.2019
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and concerns.
- Developed strong relationships with clients, ensuring a positive experience and cultivating repeat business.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Contributed to team success by consistently achieving performance metrics for call resolution, response time, and customer feedback.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Maintained accurate records of client interactions, identifying trends and opportunities for process improvements.
- Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
- Established clear communication channels between team members, fostering a collaborative work environment conducive to efficient problemsolving.
- Served as a key liaison between customers and internal departments to facilitate timely resolutions for complex issues or escalated complaints.
- Ensured consistent delivery of high-quality service by regularly reviewing call recordings and providing targeted coaching for staff development.
- Promoted brand loyalty by offering personalized assistance tailored to individual needs during each interaction with customers.
- Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Service Desk Associate
Kmart
03.2013 - 07.2017
- Enhanced customer satisfaction by providing timely and accurate assistance with service desk inquiries.
- Streamlined service desk processes for improved efficiency and faster resolution times.
- Collaborated with team members to address complex technical issues, resulting in higher customer satisfaction rates.
- Reduced call wait times by implementing effective call routing strategies and prioritizing urgent requests.
- Provided exceptional customer service through active listening, empathy, and clear communication skills.
- Facilitated positive collaboration among team members promoting an inclusive work environment that drove improved results.
- Engaged in user support interactions via telephone, chat and email platforms.
- Answered multi-line phone system and enthusiastically greeted callers.
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to uphold polished company image.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
Rockingham County High School
Wentworth, NC06.2008
Skills
- Inter-Department Collaboration
- Research and Due Diligence
- Training and Mentoring
- Sales Proficiency
- Team Development
- Quality Control
- Customer Engagement
- Conflict Mediation
- Schedule Coordination
- Goal Setting
- Conflict Resolution
- Organizational Skills
Timeline
Assistant Customer Service Manager
Food Lion
07.2017 - 06.2019
Service Desk Associate
Kmart
03.2013 - 07.2017
High School Diploma -
Rockingham County High School