Kyla Render

The overall goal is to complete orders fully on time for customers and to assist customers and tend to every need and give them the best experience they can get. Choosing top-quality items to fulfill over 220 daily customer orders.

• Upheld strict deadlines and achieved consistent positive recommendations from customers.
• Maintained a clean and safe work environment by following all safety protocols in accordance with company policies.
• Provided timely feedback to customers regarding their order status.
• Assisted customers with using the online ordering system, including troubleshooting any issues they may have encountered.

• Select and gather products for customers’ on-line orders in the most efficient manner with attention to freshness and quality.

• Assemble customers’ on-line orders, process coupons and payment, and deliver and load orders to cars when customers arrive at store for pick up.

• Provide a positive customer service

experience that makes customers want to return again to on-line shopping

work in it’s a very fast paced environment.

• Followed up with customers after pickup of their order to ensure satisfaction with their experience.
• Compared merchandise invoices to items actually received.
• Tracked outgoing orders to provide shipping status to customers.
• Issued supplies, materials and products to team members based on information from requisitions.
• Set up advertising signs on shelves and counters to attract customers and promote sales.
• Inspected merchandise for wear or defects, disposing of damaged items as instructed by supervisors.
• Read orders to obtain item numbers and located merchandise in bins or on shelves.
• Packed products into designated boxes, taking care to protect items from damage or shifting during transport.
• Demonstrated great teamwork skills with staff members involved in production and transport.
• Received and counted stock items, recording data manually or on computer for inventory purposes.

While promoted to manager I handled all aspects of my department and supervised my store associates. I was responsible in maintaining the department’s performance, ensuring excellent customer service, managing a team of hardworking associates and playing a pivotal role in success throughout the store. I ensured compliance with all safety regulations in the workplace. Analyzed weekly reports to identify areas for improvement in operations, budgeting, and staffing levels. (60 hours a week)

As a manager my role also included:

• Recognizing talent and hard work in my coworkers and uplifting them

• Providing leadership and guidance to team members

• Establishing expectations for team members to strive for which included daily tasks and responsibilities and quality customer service care and gratitude

• Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
• Created monthly schedules for staff members to ensure adequate coverage during peak hours.
• Implemented cost-saving initiatives throughout the Department while maintaining high standards of quality assurance.
• Organized quarterly meetings with senior management to review departmental goals and objectives.
• Collaborated with other departments to ensure smooth flow of operations across multiple teams.
• Assisted Human Resources in recruiting qualified candidates for open positions within the Department.
• Participated actively in strategic planning sessions with top executives from different divisions.
• Identified training needs among staff members and organized relevant workshops accordingly.
• Worked closely with sales associates to complete tasks.
• Executed targeted merchandising and promotional plans to meet department sales goals.
• Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
• Enforced safety rules and other policies to protect employees and minimize company liability.
• Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills.
• Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
• Utilized excellent math skills to maintain accurate inventory levels.
• Grew department's team and technical capabilities with hiring and training of talented individuals.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Recruited and trained new employees to meet job requirements.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Greeted customers and provided exceptional customer service.
• Built relationships with customers to encourage repeat business.
• Handled customer complaints in a professional manner.
• Reviewed files, recordings and other documents to obtain information to respond to requests.
• Obtained signatures for financial documents and internal and external invoices.

Worked from home to assist potential buyers and sellers, determine their needs, and assist in the process of buying and selling a home

This role includes:

• outbound calling and taking inbound calls while also scheduling real estate buying and selling

• Build rapport with sellers, listen, solve problems, overcome objections

• Qualify leads to accurately convey motivation, competition, and financial specifics to real estate agents.

• Outbound calling, taking inbound calls, e-mail communication, cold calling, coordination and scheduling of real estate buying and selling opportunities and overall management of sales pipeline through the sales cycle.

• Provide fast and friendly service.

• Providing Billing updates/questions and booking help and cancellations.

• Respond to customer requests in a timely and efficient manner

• Developed relationships with new and existing clients through phone calls, emails, and other communication channels.
• Analyzed customer needs to offer appropriate solutions and expedite sales process.
• Assisted customers with inquiries and questions regarding products, services, orders, and account information.
• Maintained a database of customer accounts including contact information, order history, preferences.
• Identified opportunities for upselling additional products or services to current customers.
• Researched competitive pricing strategies to ensure competitive rates in the market.
• Conducted follow-up calls with customers after each sale to ensure satisfaction levels were met.
• Tracked sales performance metrics such as revenue generated per month, quarter, yearly basis.
• Attended weekly meetings with the sales team to discuss progress towards goals set by management.
• Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
• Delivered superior customer support to improve account retention rate.
• Generated sales through outbound calling and lead follow-up efforts using scripts and other phone techniques.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Listened to customer needs to identify and recommend best products and services.

As of now I currently work in the Kroger Customer Call Center providing technical support for customer inquiries and troubleshooting of computer hardware and software issues.

This role also includes:

• Resolved customer complaints by providing product information, resolving problems with billing, and addressing other concerns in a timely manner.
• Answered customer calls promptly and professionally, responding to inquiries regarding products or services while maintaining a positive attitude.
• Adhered to all company policies and procedures related to customer service interactions.
• Conducted follow-up calls with customers to ensure satisfaction with products or services received.
• Educated customers on features of products or services available through the help desk system.
• Developed solutions for customers requiring assistance beyond basic help desk capabilities.
• Tested new software releases prior to deployment for quality assurance purposes.
• Documented processes for providing technical support to customers using the help desk system.
• Utilized effective communication skills both verbally and written when interacting with clients.
• Demonstrated ability to work independently as well as collaboratively within a team environment.
• Created reports detailing call volume trends, customer feedback., on a weekly basis.
• Troubleshot shortages and overages to support quality control efforts.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Collected deposits or payments and arranged for billing.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Collaborated with sales team members to stay current on inventory levels and resolve item issues.