Kristina Rose Pendl
Summary
Experienced professional with a strong background in leadership and team management. Demonstrated success in driving results and fostering team collaboration. Proficient in strategic planning, problem-solving, and adapting to dynamic environments. Recognized for reliability, effective communication, and consistently delivering high-quality outcomes.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Online Shopping Manager
Hy-Vee Grocery Store
02.2021 - 01.2025
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Assistant Manager
Hy-Vee #1184
09.2017 - 02.2021
- Manage employees
- Accounting
- Deal with customers
- Deal with returns
- Merchandising
- Make displays
- Supervised day-to-day operations to meet performance, quality and service expectations.
Customer Service Manager
Hy-Vee #1184
10.2016 - 09.2017
- Customer Service
- Western Union and Lottery
- Postal Service
- Scheduling
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Customer Service Clerk
Hy-Vee #1184
10.2015 - 10.2016
- Customer Service
- Western Union and Lottery
- Postal Service
- Assisted in training new customer service clerks, sharing best practices and providing guidance as needed.
- Issued receipts and processed refunds, credits, or exchanges.
- Kept front check out area clean and organized for efficient service.
- Maintained up-to-date knowledge of company policies, procedures, and products to better serve customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed a high volume of calls and emails, ensuring timely responses and accurate information.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Manager
Taco Bell
09.2012 - 10.2015
- Line Cook- Prepare food
- Drive Thru and Front Counter
- Delivered exceptional service with strong interpersonal skills, fostering long-term relationships with repeat customers.
- Managed cash register efficiently, maintaining accuracy in all financial transactions throughout each shift.
- Processed transactions quickly and accurately, resulting in reduced wait times for customers.
- Greeted customers warmly upon arrival, creating a welcoming atmosphere that encouraged store patronage.
- Greeted incoming customers and answered questions about available services.
- Reduced customer complaints by effectively addressing and resolving issues as they arose.
- Restocked supplies such as printer paper, pens, and paper clips.
Service Clerk
Burger King
04.2011 - 09.2012
- Drive Thru and Front Counter
- Maintained and organized service reception area and checkout counters.
- Greeted customers warmly upon arrival, creating a welcoming atmosphere that encouraged store patronage.
- Processed transactions quickly and accurately, resulting in reduced wait times for customers.
- Managed cash register efficiently, maintaining accuracy in all financial transactions throughout each shift.
- Greeted incoming customers and answered questions about available services.
Education
Business Management
Madison College
Madison, WI05-2022
High School Diploma -
James Madison Memorial High School
Madison, Wi06.2013
Skills
- Customer service
- Money handling
- Team leadership
- Decision-making
- Problem-solving
- Time management
- Customer relations
- Friendly, positive attitude
- Teamwork and collaboration
- Multitasking
- Computer skills
- Calm under pressure
- Organizational skills
Certification
- Forklift Certification
- WI Driver's License
- Operator License City of Madison
Timeline
Online Shopping Manager
Hy-Vee Grocery Store
02.2021 - 01.2025
Assistant Manager
Hy-Vee #1184
09.2017 - 02.2021
Customer Service Manager
Hy-Vee #1184
10.2016 - 09.2017
Customer Service Clerk
Hy-Vee #1184
10.2015 - 10.2016
Manager
Taco Bell
09.2012 - 10.2015
Service Clerk
Burger King
04.2011 - 09.2012
Business Management
Madison College
High School Diploma -
James Madison Memorial High School
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