Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mika Cohen

Uniontown,OH

Summary

Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Salesperson

AT&T
10.2023 - Current
  • Boosted sales by consistently engaging with customers and addressing their needs effectively.
  • Developed relationships with clients for increased loyalty and repeat business.
  • Expanded customer base through targeted prospecting and networking efforts.
  • Implemented effective sales strategies to maximize revenue generation.
  • Exceeded monthly targets by diligently following up on leads and closing deals promptly.
  • Enhanced product knowledge by attending training sessions and staying current with industry trends.
  • Provided exceptional customer service, resulting in numerous positive reviews and referrals.
  • Increased average transaction value by upselling complementary products or services based on customer needs.
  • Engaged customers in social conversations to create pleasant and easy shopping experience.
  • Listened to clients and introduced solutions to satisfy business and personal needs.
  • Asked open-ended questions to determine needs and assisted customers in selecting appropriate merchandise.
  • Located merchandise across various stores to address customer needs.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Contributed to team objectives in fast-paced environment.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Trained new employees on customer service, money handling and organizing strategies.

Member Specialist

Sam's Club
08.2023 - 10.2023
  • Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
  • Implemented effective communication strategies for better member engagement and retention.
  • Collaborated with cross-functional teams to develop new programs tailored to members'' needs.
  • Streamlined processes, improving operational efficiency within the membership department.
  • Created targeted marketing materials to attract potential new members and promote existing offerings.
  • Educated members on available benefits and resources, increasing utilization of services provided.
  • Coordinated efforts with sales team to drive membership growth through outreach campaigns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Assistant Manager

Kay Jewelers
10.2018 - 08.2023
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Streamlined store operations for increased efficiency, implementing new processes and procedures.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Monitored sales trends to adjust pricing strategies accordingly for optimal profitability.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
  • 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.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed strategy to increase sales and drive profits.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.

Medical Receptionist

New Horizons
03.2017 - 10.2018
  • Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
  • Streamlined appointment scheduling for improved patient flow and reduced wait times.
  • Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
  • Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
  • Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
  • Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
  • Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
  • Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
  • Increased efficiency in prescription refill requests by coordinating with pharmacies and obtaining necessary provider approvals promptly.
  • Improved front office organization by implementing new filing systems and maintaining cleanliness in waiting areas.
  • Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
  • Supported practice growth by promoting available services through marketing materials displayed in the reception area or provided during phone conversations with prospective clients.
  • Ensured optimal use of clinic resources by tracking inventory levels and submitting supply orders when needed.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Helped patients complete necessary medical forms and documentation.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Maintained current and accurate medical records for patients.
  • Completed patient referrals to other medical specialists.
  • Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
  • Received and routed laboratory results to correct clinical staff members.

Receptionist

Quality Inn Conference Center
08.2016 - 03.2017
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Streamlined office operations for improved productivity with effective organization and communication skills.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Increased guest retention by maintaining a welcoming and organized reception area.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Developed strong working relationships with team members, fostering a positive work environment.
  • Assisted management in implementing new policies and procedures, contributing to overall operational improvements.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
  • Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
  • Maintained accurate records of visitor logs for security purposes and compliance with company policies.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Coordinated meeting room reservations and set-up requirements for various events or conferences held onsite.
  • Spearheaded office supply inventory management, reducing costs by identifying necessary items before depletion occurred.
  • Contributed to increased online reviews by consistently providing stellar customer service experiences at the front desk reception area.
  • Boosted staff morale through effective teamwork and clear communication amongst colleagues in various departments.
  • Prepared informative materials about local attractions or amenities upon request from guests ensuring memorable stays at the establishment.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Trained new team members on company procedures, customer service and issue resolution.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Sorted and delivered mail and packages upon arrival to correct staff members and departments.
  • Resolved customer problems and complaints.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Organized, maintained and updated information in computer databases.

Front Desk Receptionist

Comfort Inn & Suites
03.2016 - 08.2016
  • Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
  • Streamlined check-in and check-out processes for improved efficiency and reduced wait times.
  • Assisted in increasing hotel occupancy rates through proficient handling of reservations and room assignments.
  • Contributed to a positive work environment by effectively collaborating with colleagues across various departments.
  • Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
  • Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
  • Maintained an organized front desk area that contributed to smooth operations and professional appearance.
  • Utilized strong communication skills to effectively relay important information between staff members and management teams.
  • Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
  • Delivered personalized services to VIP guests, ensuring they received top-notch accommodations during their stay.
  • Trained new hires on front desk procedures, enhancing overall team efficiency and productivity levels.
  • Performed administrative tasks such as filing, data entry, and inventory management to support hotel operations.
  • Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
  • Managed phone lines efficiently, directing calls appropriately while providing courteous assistance when necessary.
  • Developed a thorough knowledge of local attractions and events to serve as an informed resource for guests seeking recommendations or directions.
  • Processed group bookings accurately, streamlining coordination efforts between departments involved in event planning.
  • Helped maintain updated records of room availability within computer systems while minimizing overbooking errors.
  • Upheld strict security protocols at the front desk by verifying identification and enforcing hotel policies when necessary.
  • Collected room deposits, fees, and payments.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Resolved service-related problems and documented actions in system.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Completed late check-ins and directed guests to rooms and facilities.
  • Enforced policies and procedures to increase efficiency.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.

Fitting Room Associate

Walmart
05.2015 - 03.2016
  • Enhanced customer satisfaction by providing personalized fitting room assistance and prompt service.
  • Streamlined fitting room processes for increased efficiency and improved customer experience.
  • Maintained a clean and organized fitting room area, ensuring a welcoming environment for all customers.
  • Assisted customers with clothing selections, offering expert advice on fit and style to meet their needs.
  • Managed garment inventory within the fitting rooms, preventing loss and maintaining store organization.
  • Provided exceptional customer service, addressing concerns or issues promptly and professionally.
  • Monitored fitting room occupancy, managing wait times effectively to minimize customer frustration.
  • Ensured prompt return of garments to the sales floor, reducing clutter and promoting efficient store operations.
  • Contributed to overall store success by cross-selling accessories and suggesting complementary items to customers while assisting in the fitting rooms.
  • Handled delicate garments with care, preserving product quality while assisting customers in trying on items.
  • Promoted a positive shopping experience by engaging in friendly conversation with customers during their time in the fitting rooms.
  • Utilized strong multitasking abilities to manage multiple customer requests simultaneously without compromising service quality.
  • Supported company policies by enforcing dressing room guidelines such as item limits or time restrictions when necessary.
  • Improved store appearance by keeping dressing rooms well-stocked with hangers, pins, clips, and other essential supplies for ease of use.
  • Checked fitting room stalls and sorted merchandise to racks.
  • Cleaned and maintained fitting rooms regularly.
  • Welcomed each customer to fitting room with warm smile and kind words.
  • Collected discarded merchandise, sorted and returned to display racks.
  • Answered customer questions and assisted with fittings by retrieving alternate sizes, colors and clothing options.
  • Checked garments for damage and placed tags prior to returning items to sales floor.
  • Placed merchandise on appropriate hangers, verifying hanger sizes matched garment sizes.
  • Answered customer telephone calls to provide information about store policies and available merchandise.
  • Repackaged and tagged returned items for sales floor.
  • Assisted customers by finding proper clothing sizes and accessories that would complement outfits.
  • Placed customers' chosen items on racks inside fitting rooms and provided location of assigned rooms.
  • Monitored customers for signs of theft.
  • Reduced theft by limiting number of items that each customer took into fitting rooms.
  • Led customers to right aisles and shelves to provide information on available clothing items and accessories.

Cashier

BJ's Wholesale
10.2014 - 05.2015
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Prevented loss by vigilantly monitoring potential theft or fraud situations instore.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
  • Supported management in implementing operational improvements such as updated training manuals or revised schedules.
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Restocked and organized merchandise in front lanes.
  • Upsold additional products and services to customers, increasing revenue.
  • Tallied cash drawer at beginning and end of each work shift.
  • Addressed customer needs and made product recommendations to increase sales.

Line Leader

Newell Rubbermaid
05.2014 - 09.2014
  • Increased production efficiency by implementing lean manufacturing principles and streamlining processes.
  • Reduced downtime through proactive equipment maintenance and timely troubleshooting of issues.
  • Enhanced team communication by conducting regular meetings, encouraging open dialogue, and providing constructive feedback.
  • Improved product quality with thorough inspections and adherence to established standards.
  • Boosted employee morale, recognizing individual achievements and fostering a positive work environment.
  • Coordinated cross-training initiatives for staff members, increasing versatility and reducing skills gaps.
  • Optimized resource allocation by closely monitoring inventory levels and adjusting supply orders accordingly.
  • Collaborated with management to identify areas for improvement in the production process, resulting in cost savings and increased efficiency.
  • Implemented safety protocols to minimize workplace accidents, ensuring a safe working environment for all employees.
  • Streamlined workflow by reallocating tasks based on individual skillsets and capacity.
  • Developed performance metrics to monitor progress towards goals, allowing for data-driven decision making within the team.
  • Conducted ongoing evaluations of employee performance, identifying areas for growth and providing support as needed.
  • Assisted in recruitment efforts to bring on new talent that contributed to overall team success.
  • Promoted continuous improvement initiatives by regularly reviewing existing procedures and suggesting improvements where applicable.
  • Assisted in training new employees and implementing procedural changes.
  • Monitored product quality to achieve superior quality reputation.
  • Maintained communication across key departments and senior leadership team.
  • Monitored employee performance to determine need for additional education and training.
  • Tracked material orders and deliveries in accordance with company procedures.
  • Cut equipment costs by [Number]% by thoroughly cleaning and inspecting equipment after each shift to maintain functionality.
  • Met production targets and tight deadlines by collaborating closely with team members.
  • Inspected finished products for quality and adherence to customer specifications.
  • Used problem-solving and issue-resolution skills to promptly and successfully address production problems.

Cashier/Customer Service Associate

Walmart
10.2012 - 04.2014
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Cross-trained and backed up other customer service managers.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
  • Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
  • Supported management in implementing operational improvements such as updated training manuals or revised schedules.
  • Provided backup support for other departments when needed, showcasing versatility within the retail environment.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Answered questions about store policies and addressed customer concerns.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Performed cash, card and check transactions to complete customer purchases.
  • Upsold additional products and services to customers, increasing revenue.
  • Used POS system to enter orders, process payments and issue receipts.
  • Learned duties for various positions and provided backup at key times.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Processed refunds and exchanges in accordance with company policy.
  • Checked personal identifications during alcohol and tobacco sales.
  • Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
  • Set up new sales displays each week with fresh merchandise.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.
  • Monitored self-checkout systems and provided help in resolving complex problems.
  • Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

High School Diploma -

Northwest High School
Canal Fulton, OH
05.2017

Skills

  • Account Management
  • Customer Engagement
  • Cross-Selling Products and Services
  • Networking
  • Customer Care
  • Customer Relationship Building
  • Up-Selling
  • Negotiation
  • Relationship Selling
  • Sales Management
  • Relationship Building
  • Closing Techniques

Certification

  • [Area of certification], [Company Name] - [Timeframe]

Timeline

Salesperson

AT&T
10.2023 - Current

Member Specialist

Sam's Club
08.2023 - 10.2023

Assistant Manager

Kay Jewelers
10.2018 - 08.2023

Medical Receptionist

New Horizons
03.2017 - 10.2018

Receptionist

Quality Inn Conference Center
08.2016 - 03.2017

Front Desk Receptionist

Comfort Inn & Suites
03.2016 - 08.2016

Fitting Room Associate

Walmart
05.2015 - 03.2016

Cashier

BJ's Wholesale
10.2014 - 05.2015

Line Leader

Newell Rubbermaid
05.2014 - 09.2014

Cashier/Customer Service Associate

Walmart
10.2012 - 04.2014

High School Diploma -

Northwest High School

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Mika Cohen