Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Mary Pat Krause

Pompano Beach,FL

Summary

Dynamic customer service leader with a proven track record at Nordstrom, excelling in service excellence and cash management. Recognized for enhancing customer satisfaction through effective problem resolution and strategic decision-making. Skilled in staff training and development, fostering a motivated team that consistently exceeds performance targets.

Experienced with team leadership, operational management, and customer service excellence. Utilizes strategic planning and problem-solving skills to enhance team productivity and service quality. Track record of fostering collaborative and adaptable workplace.

Overview

7
7
years of professional experience

Work History

Assistant Manager Customer Care

Nordstrom
09.2023 - Current
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Trained all Cash Room personnel in the daily functions of processing daily business. I am proficient in Glory and DTS operating systems.
  • Train all New Hires in the function of greeting and servicing customers, as well as how to operate the Point of Sale registers.
  • Mentored junior team members, fostering growth opportunities and promoting a positive work environment.
  • Identified areas of improvement in departmental processes by conducting regular audits and implementing necessary changes.
  • Exceeded target customer satisfaction scores consistently by closely monitoring team performance and recommending improvements as necessary.
  • Developed training materials and conducted workshops for new hires, ensuring proper onboarding and integration into the team.
  • Managed daily operations of the customer service department, ensuring efficient workflow and adherence to company policies.
  • Analyzed customer feedback and collaborated with other departments to implement improvements in product offerings and services.
  • Updated internal knowledge base regularly with relevant information pertaining to products/services offered by our company.
  • Manage d high-traffic periods effectively through strategic staffing decisions that ensured optimal coverage without sacrificing quality of service delivery.
  • Created custom service recovery plans for dissatisfied customers, turning negative experiences into positive outcomes.
  • Collaborated with other managers to develop long-term goals for enhancing the overall customer experience.
  • Enhanced customer satisfaction by addressing and resolving escalated issues in a timely manner.
  • Established performance and service goals and held associates accountable for individual performance.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Developed new employees and on-going performance assessment of current employees.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Improved operational efficiency by adopting new technology for inventory management.
  • Facilitated team-building activities, enhancing team cohesion and morale.
  • Conducted performance evaluations, identifying areas for development and rewarding strong performance.
  • Implemented staff training programs to elevate service standards and knowledge.
  • Implemented loss prevention strategies, significantly reducing shrinkage.
  • Enhanced team productivity by streamlining operational processes.
  • Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Engaged with customers to gather feedback, using insights to improve service and product offerings.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
  • 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.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Recruited, interviewed and hired employees and implemented mentoring programs.
  • Field approximately 40-50 calls per day of Customer Engagement, as well as problem solving for other Associates in the store.
  • Troubleshoot problems with the cash registers and try to fix them, before a service Technician is called in.

Service Experience Representative

Nordstrom
10.2020 - 09.2023
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Streamlined service processes for improved turnaround times and overall client experience.
  • Implemented new strategies to reduce customer wait time and enhance service quality.
  • Maintained detailed records of all customer interactions, ensuring accurate tracking and prompt follow-up as needed.
  • Handled escalated calls professionally, defusing tense situations while providing optimal resolutions for the clients involved.
  • Consistently met or exceeded monthly performance metrics related to call handling, issue resolution, and customer satisfaction ratings.
  • Utilized extensive product knowledge to recommend suitable solutions and upsell additional services when appropriate.
  • Assisted in training new employees, ensuring a thorough understanding of company policies and procedures.
  • Coordinated with inter-departmental teams to resolve complex issues requiring specialized expertise.
  • Managed multiple service requests simultaneously, prioritizing tasks to meet tight deadlines.
  • Boosted team morale with effective communication and a collaborative work environment.
  • Displayed empathy and active listening skills, building strong rapport with customers for long-term loyalty.
  • Provided knowledgeable assistance on products or services available, promoting their benefits effectively.
  • Delivered exceptional levels of service, consistently exceeding performance targets.
  • Served as a mentor for less experienced representatives; offered guidance on how best to handle challenging situations with tactfulness.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Managed timely and effective replacement of damaged or missing products.
  • Trained staff on operating procedures and company services.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Cross-trained and backed up other customer service managers.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Interim Manager Holiday Village

Nordstrom
10.2021 - 01.2022
  • 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.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Improved safety procedures to create safe working conditions for workers.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Organized professional development programs for staff, leading to improved performance and skill sets.

Interim Assistant Manager Holiday Village

Nordstrom
10.2020 - 01.2021
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
  • Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
  • Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
  • Enhanced team productivity by streamlining operational processes.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Implemented staff training programs to elevate service standards and knowledge.
  • Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.

Chanel Beauty Advisor

Nordstrom
06.2018 - 10.2020
  • Educated customers on proper product usage techniques, fostering confidence in their ability to replicate results at home.
  • Maintained an organized and visually appealing product display, resulting in increased customer interest and engagement.
  • Processed payments, entering sales in register for prompt customer service.
  • Increased sales revenue by effectively upselling and cross-selling beauty items based on client needs.
  • Assisted clients in selecting appropriate skincare routines, resulting in improved skin health and overall satisfaction.
  • Collaborated with team members to achieve monthly sales targets and ensure smooth store operations.
  • Kept up-to-date with industry trends, allowing for knowledgeable recommendations of current best-sellers and emerging products.
  • Participated in ongoing training sessions to continuously improve skills and stay informed about the latest innovations in the beauty industry.
  • Developed in-depth product knowledge and kept up to date with latest trends in beauty to avail of resources and apply best practices.
  • Maintained counter and display areas for cleanliness and organization.
  • Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
  • Enhanced customer satisfaction by providing personalized beauty consultations and recommending suitable products.
  • Developed comprehensive knowledge of various beauty brands'' offerings, enabling accurate suggestions based on specific requirements or preferences.
  • Helped customers feel relaxed and comfortable through conversation and personal relatability.
  • Actively promoted store events and promotions to encourage customer participation and drive sales growth.
  • Strengthened brand loyalty through exceptional customer service and attentiveness to individual preferences.
  • Met sales goals, supporting organizational health through consistent and reliable service.
  • Followed up with customers to increase satisfaction with purchases and services.
  • Expanded clientele base by building strong relationships with customers through attentive listening and genuine care for their concerns.
  • Conducted regular cleaning duties to maintain a hygienic workspace compliant with industry standards.
  • Addressed customer inquiries promptly and professionally, resolving issues efficiently while maintaining a courteous demeanor.
  • Provided expert makeup application services for special events, ensuring client satisfaction through tailored looks that highlighted natural features.
  • Conducted informative in-store product demonstrations, leading to heightened consumer awareness of new releases.
  • Contributed to inventory management by accurately tracking stock levels and placing timely orders for replenishment.
  • Compiled and analyzed sales data to identify trends, informing strategic stocking decisions.
  • Fostered welcoming store atmosphere, encouraging longer customer visits and higher spend per visit.
  • Increased sales of premium skincare products with targeted recommendations.
  • Assisted in visual merchandising, making product displays more attractive and shopper-friendly.
  • Developed personalized beauty regimes for clients, fostering loyalty and repeat visits.
  • Resolved customer complaints with empathy and efficiency, preserving brand reputation.
  • Enhanced customer loyalty by providing personalized skincare consultations.
  • Trained new Beauty Advisors on product knowledge and customer service excellence, standardizing high service levels.
  • Participated in professional development workshops to improve consultation techniques, ensuring industry-leading service.
  • Educated customers on latest beauty trends and products, leading to informed purchase decisions.
  • Provided makeup application services, elevating customer satisfaction and boosting repeat business.
  • Conducted skin analysis procedures to recommend suitable skincare routines, enhancing customer trust.
  • Maintained up-to-date knowledge of beauty industry trends, ensuring advice remained relevant and sought after.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Managed efficient cash register operations.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
  • Recommended complementary purchases to customers, increasing revenue.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Used in-store system to locate inventory and place special orders for customers.
  • Developed strong rapport with customers and created positive impression of business.
  • Prioritized helping customers over completing other routine tasks in store.
  • Conducted product demonstrations to highlight features and redirect objections to positive aspects.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Monitored customers for signs of security concerns and escalated issues to management.

Education

Bachelor of Arts - Business Administration

Westminster College
New Wilmington, PA

Skills

  • Service excellence
  • Cash management
  • Effective team leadership
  • Strategic decision-making
  • Effective problem resolution
  • Team motivation
  • Customer service expertise
  • Staff training and development
  • Staff management
  • Team building
  • Employee scheduling
  • New hire training

Accomplishments

  • Supervised team of 13 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Languages

English
Native or Bilingual

Timeline

Assistant Manager Customer Care

Nordstrom
09.2023 - Current

Interim Manager Holiday Village

Nordstrom
10.2021 - 01.2022

Service Experience Representative

Nordstrom
10.2020 - 09.2023

Interim Assistant Manager Holiday Village

Nordstrom
10.2020 - 01.2021

Chanel Beauty Advisor

Nordstrom
06.2018 - 10.2020

Bachelor of Arts - Business Administration

Westminster College