Summary
Overview
Work History
Education
Skills
Timeline
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Molly Koski

Lakeland,MI

Summary

Proven track record in enhancing customer loyalty and resolving complex issues at Range Bank, showcasing exceptional problem-solving and active listening skills. Expert in managing high-volume environments at Lakes Lounge, achieving significant improvements in team performance and customer satisfaction. Demonstrates a unique blend of critical thinking and customer service excellence, driving positive outcomes and business growth. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

17
17
years of professional experience

Work History

Customer Service Representative

Range Bank
05.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Manager

Lakes Lounge
07.2017 - 04.2022
  • Accomplished multiple tasks across multiple departments within established timeframes to ensure tasks were completed
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Communicated clearly with employees and suppliers to keep everyone on same page and working toward established business goals.
  • Managed cash handling responsibility, including ATM balances, all daily deposits, and petty cash.

Bartender

Lakes Lounge
02.2007 - 04.2022
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.

Education

High School Diploma -

Calumet High School
Calumet, MI
05.2005

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Problem Resolution

Timeline

Customer Service Representative

Range Bank
05.2022 - Current

Manager

Lakes Lounge
07.2017 - 04.2022

Bartender

Lakes Lounge
02.2007 - 04.2022

High School Diploma -

Calumet High School

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Molly Koski