Summary
Overview
Work History
Education
Skills
Timeline
Racheal Ponak

Racheal Ponak

Raytown,MO

Summary

Resourceful Coordinator known for high productivity and efficient task completion. Specialize in project management, event coordination, and workflow optimization. Excel in communication, p teamwork.

Experienced Coordinator with proven background in team leadership. Skilled in customer support, improving customer sales making goals reachable & fostering excross-functional collabora communication skills coupled with problem-solving abilities

Overview

10
10
years of professional experience

Work History

Coordinator Home Department

Marshalls Department Store
Independence, MO
08.2022 - 05.2025
  • Resolved customer complaints in a timely manner while upholding company standards.
  • Coordinated with other departments to ensure projects were completed on time and within budget.
  • Monitored inventory levels and ordered additional supplies as needed.
  • Facilitated communication between different departments in order to resolve issues quickly.
  • Monitored project progress and provided updates to stakeholders.
  • Created and maintained accurate records of departmental activities, including budgets, personnel documents and project timelines.
  • Managed day-to-day operations of the department including scheduling tasks and assigning duties.
  • Maintained calendars of upcoming events, meetings and deadlines.
  • Organized team events to promote a positive work environment.
  • Ensured compliance with company policies and procedures related to project management activities.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.
  • Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Resolved customer complaints or answered customers' questions.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Analyzed financial activities of department to share budgetary input with managers.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Guided employees in handling difficult or complex problems.
  • Researched and prepared reports required by management or governmental agencies.
  • Interpreted and explained work procedures and policies to brief staff.
  • Recruited, interviewed and selected employees to fill vacant roles.

Customer Service Specialist Manager

5 Below
Lee Summit , MO
10.2019 - 05.2022
  • Identified areas of improvement within the department and developed strategies for increased efficiency.
  • Provided feedback on individual performance reviews for direct reports highlighting areas where further development is required.
  • Created strategies to increase customer loyalty and retention rates.
  • Audited customer account information to identify issues and develop solutions.
  • Supported sales activities by providing technical assistance when necessary during product demonstrations or presentations.
  • Collaborated with other departments within the organization to resolve complex customer issues in a timely manner.
  • Created reports detailing key performance indicators related to Customer Service operations for senior management review.
  • Ensured compliance with industry regulations related to data protection and privacy laws when handling sensitive information from customers.
  • Evaluated customer feedback surveys to identify areas of improvement.
  • Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Provided exceptional customer service to customers by responding promptly and efficiently to inquiries, complaints, and requests.
  • Generated reports summarizing key performance indicators.
  • Handled escalated customer service issues in a professional manner, ensuring that all issues were resolved quickly and satisfactorily.
  • Participated in regular team meetings to discuss current projects, upcoming initiatives, changes in processes and procedures.
  • Managed workloads among Customer Service Specialists ensuring that each team member was adequately supported with resources needed to complete tasks efficiently.
  • Maintained an accurate record of customer interactions, recording details of inquiries, comments, complaints, and actions taken.
  • Analyzed trends in customer complaints and feedback to identify opportunities for improvement in products or services offered.
  • Monitored team performance against established metrics such as average response time, first contact resolution rate, quality assurance scores.
  • Implemented process improvements to increase productivity while maintaining a high level of customer satisfaction.
  • Identified opportunities for process optimization within the department.
  • Coordinated cross-functional teams across multiple departments within the organization when dealing with complex customer inquiries requiring additional support.
  • Developed comprehensive solutions for challenging customer scenarios based on knowledge of company products and services.
  • Reviewed daily orders from customers ensuring accuracy before processing payments or shipping merchandise.
  • Developed and maintained long-term relationships with customers through excellent customer service.
  • Assisted with training new Customer Service Specialists on company policies and procedures related to effective customer service practices.
  • Monitored phone calls to provide feedback and coaching.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Evaluated and authenticated returns, exchanges and voids.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
  • Explained benefits, features, and recommendations to maximize client retention.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Conducted research and reviewed findings to solve customer issues.
  • Reviewed accounts for payments received or approved credit arrangements.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Assigned work and monitored performance of project personnel.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Created and managed budgets for travel, training, and team-building activities.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Delegated work to staff, setting priorities and goals.
  • Produced thorough, accurate and timely reports of project activities.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Analyzed business performance data and forecasted business results for upper management.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Proposed or approved modifications to project plans.
  • Implemented quality control measures to uphold company standards.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Recruited and trained new employees to meet job requirements.

Assistant Manager

Family Dollar
Kansas City , Missouri
01.2015 - 05.2019
  • Communicated regularly with customers to gain insights into their needs.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Ensured compliance with safety regulations and company policies.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Maintained accurate records of sales transactions using point-of-sale systems.
  • Established processes for monitoring customer satisfaction levels.
  • Maintained up-to-date knowledge of company products and services.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Created reports on sales trends, inventory levels, and financial data.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Resolved conflicts between team members in an effective manner.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Developed a system for tracking inventory and ordering supplies as needed.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Managed customer service inquiries and complaints in a timely manner.
  • Analyzed sales data to identify trends and adjust strategies accordingly.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Implemented quality control measures to uphold company standards.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Produced thorough, accurate and timely reports of project activities.
  • Assigned work and monitored performance of project personnel.
  • Recruited and trained new employees to meet job requirements.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Created and managed budgets for travel, training, and team-building activities.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.

Education

GED -

Van Horn , Independence
11-1995

Skills

  • Customer service specialist skills , organization management leadership skills, knowledge of products , coordinate crew, training, teachable ,supportive management,guidance,professional,productive , timely,efficient,effective,listening skills, positive enforcement,helpful, Thankful, pleasant, caring, dedication,understand what needs , want to develop new skills,loyal , honest trustworthy,responsible,respectful follows directions, hard working accurate,accountable , emotional supportive; planning, prepared experience
  • Regulatory compliance
  • Team collaboration
  • Conflict resolution
  • Process improvement
  • Report generation
  • Performance evaluation
  • Event planning
  • Communication skills
  • Problem-solving
  • Discretion and confidentiality
  • Scheduling and calendar management
  • Negotiation
  • Strategic planning
  • Contract management
  • Accounts reconciliation
  • Relationship building
  • Report writing
  • Patient registration
  • Vendor coordination
  • Presenting ideas and plans
  • Business development
  • Consulting
  • Schedule coordination
  • Workflow management
  • Attention to detail
  • Information collection
  • Verbal and written communication
  • Project assistance
  • Task prioritization
  • Deadline management
  • Client coordination
  • Clear communication
  • Adaptability and flexibility
  • Professional networking
  • Resource allocation
  • Recordkeeping
  • Contract negotiation
  • Administrative oversight
  • Updating stakeholders
  • Work Planning and Prioritization
  • Risk management
  • Staff supervision
  • Budget planning
  • Decision-making
  • Meeting coordination
  • Event coordination
  • Best practices implementation
  • Project Support
  • Writing requirements
  • Point of contact
  • Staff management
  • Multitasking and organization
  • Team oversight
  • Project management
  • Project coordination
  • Customer service
  • Team building
  • Employee training
  • Time management

Timeline

Coordinator Home Department - Marshalls Department Store
08.2022 - 05.2025
Customer Service Specialist Manager - 5 Below
10.2019 - 05.2022
Assistant Manager - Family Dollar
01.2015 - 05.2019
Van Horn - GED,

Similar Profiles

CREATE PROFILE
Racheal Ponak