KRISTINA SOUTHWICK
Orlando,FL
Summary
Dynamic and results-oriented professional with extensive experience in customer service and operations management, notably at Kate Spade. Excelled in high-stress environments, demonstrating exceptional problem-solving aptitude and adaptability. Proven track record in enhancing customer satisfaction and streamlining processes, leveraging adept multitasking and effective communication skills to exceed targets.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Operations Specialist / OMS Administrator
Kate Spade
Orlando, Florida
11.2023 - 09.2024
- Assisted customers with finding the right product for their needs.
- Provided product information and answered customer questions.
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Greeted customers upon entering the store and provided assistance.
- Demonstrated knowledge of store products and services.
- Tracked inventory levels throughout the day and restocked items as needed.
- Organized displays to attract customers and promote sales.
- Completed transactions in an efficient manner while providing excellent customer service.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Monitored progress on projects assigned by upper management.
- Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization.
Senior Customer Service Representative
Wayfair
07.2020 - 04.2021
- This was a full time, work from home position
- Ability to maintain internet speed of at least 25 Mbps and working in a high-volume fast paced environment was required
- Strong problem-solving skills and the ability to think analytically was the highlight of this position! Being able to communicate efficiency with each customer was crucial in order to resolve their issue and create a positive resolution!
- Built a relationship with every customer through the phone / emails
- Serviced customers with post-order issues (returns, replacements, refunds, delivery status, back ordered items, and any issues with fulfillment)
- Exceeded customer satisfaction, efficiency metrics, and issue resolution targets
- Identified areas of improvement and convey trends in customer calls to leadership
- Navigated multiple software applications and technologies simultaneously
- Used conflict management skills and maintain professional composure
Sales and Support Generalist
Victoria's Secret
Sarasota, USA
06.2016 - 03.2020
- I was a key holder at this location for 2 holiday seasons
- Offering captivating customer experiences that drive long-term loyalty and deliver sustained growth was a major priority
- I was responsible for the 'behind the scenes' of our retail store which included;
- Handling thousands of dollars worth of merchandise and equipment
- Working overnight shifts and floorsets
- Working weekends and (some) holidays
- Providing exceptional customer service when out on the sales floor
- Selling to customers, handling money
Assistant Teacher
Academy of Early Learning
Norfolk, USA
04.2015 - 12.2015
- I was the assistant teacher in the infant classroom
- My responsibilities included; caring for the well being of 8+ children at a time, teaching shapes, colors, numbers and letters, reading, singing songs, conducting art activities
- Organization was a huge part of this job, each child had their own specific needs and requirements; such as food and medicine
- Accomplishments: Developing personal and professional relationships with my students and their parents
- Skills Used: Organization, multitasking, working in a fast-paced environment, talking and people skills, art skills, etc
911 Dispatcher
Palmetto Police Department
Palmetto, USA
04.2013 - 09.2013
- My job was to answer all emergency and non emergency phone calls, input computer and data entries, dispatch officers to various locations throughout the city over a secured radio transmission, assist in all office work, bookkeeping and walk-ins
- This was a very stressed induced, fast-paced job that required 12 straight hours each shift
Cashier and Customer Service
Publix Super Markets, Inc
Parrish, USA
08.2008 - 01.2012
- Customer service, talking and people skills, handling money, keeping a clean work area, stocking and handling product, bagging items, working In a fast paced environment, etc
- Accomplishments: Most of my customer service skills stem from this job
- I helped people on a daily basis!
- Skills Used: Organization, multitasking, customer service, handling money, closing and opening, etc
Education
High school diploma -
Manatee School for the Arts
01.2011
Skills
- Customer Service Skills
- Computer Skills
- Multi-Tasking
- Typing
- Adaptability
- Fast Learner
- Sales
- Team Building
- Customer Service
- Data Entry
- Dependable
- People Person
- High stress tolerance
- Phone Etiquette
- Experience in leadership
- Problem-solving aptitude
- Teamwork
- Effective communication
Certification
Driver's License
Assessments
- Reliability, Highly Proficient, 01/01/20, Measures a candidate's tendency to be dependable and come to work.
- Customer Focus & Orientation, Highly Proficient, 01/01/20, Responding to customer situations with sensitivity.
- Personality: Hard-Working, Expert, 08/01/19, Measures a candidate's tendency to be rule-abiding, well-organized, hard-working, confident, and think before acting.
- Customer Service Skills, Proficient, 06/01/19, Measures a candidate's skill in evaluating approaches to customer service & satisfaction.
- Veterinary Receptionist, Highly Proficient, 10/01/19, Responding to customer situations with sensitivity.
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Operations Specialist / OMS Administrator
Kate Spade
11.2023 - 09.2024
Senior Customer Service Representative
Wayfair
07.2020 - 04.2021
Sales and Support Generalist
Victoria's Secret
06.2016 - 03.2020
Assistant Teacher
Academy of Early Learning
04.2015 - 12.2015
911 Dispatcher
Palmetto Police Department
04.2013 - 09.2013
Cashier and Customer Service
Publix Super Markets, Inc
08.2008 - 01.2012
High school diploma -
Manatee School for the Arts
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