Samantha Kelly
Remsen,NY
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
16
16
years of professional experience
Work History
Team Member
Tractor Supply Distribution Center
Frankfort, NY
04.2019 - Current
- Exceeded performance goals through diligent task completion, attention to detail, and consistent follow-through on assignments.
- Learned all required tasks quickly to maximize performance.
- Observed packing operations to verify conformance to specifications.
- Maintained productive, efficient approach to all tasks.
- Provided exceptional support to colleagues by sharing knowledge, offering assistance, and fostering teamwork.
- Kept warehouse stations and equipment in good working order in line with OSHA requirements.
- Maintained clean, orderly work environment free of hazards.
- Developed strong relationships with coworkers, fostering teamwork and collaboration for improved efficiency.
Customer Service Desk Associate
Wal-Mart Super Center #2093
Utica, NY
09.2012 - 04.2019
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new associates in company policies and procedures, ensuring consistent quality of customer care.
- Handled complex customer issues with diplomacy, working towards mutually beneficial resolutions while upholding company standards.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed timely and effective replacement of damaged or missing products.
- Reduced wait times by efficiently directing calls to appropriate departments for faster resolution.
- Enhanced customer satisfaction by promptly addressing and resolving service inquiries.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Manager
Wal-Mart Super Center #2093
Utica, NY
04.2014 - 12.2016
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Established team priorities, maintained schedules and monitored performance.
Customer Service/Cashier/Deli Associate
Northway Stop 'n Shop
Remsen, NY
04.2008 - 08.2012
- Processed verbal requests to written for in-house cooking
- Counted money in drawers at beginning and end of each shift.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Adhered strictly to company guidelines regarding loss prevention measures while performing cashier duties.
- Met customer service goals and exceeded customer expectations.
- Handled cash with high accuracy and took care to check bills for fraud.
- Balanced cash registers accurately at end of each shift, minimizing discrepancies and errors.
- Maintained accurate records of customer transactions for reporting purposes.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Used POS system to enter orders, process payments and issue receipts.
Education
Liberal Arts & Humanities -
Mohawk Valley Community College
Utica, NY10.2007
High School Diploma -
Remsen Central School District
Remsen, NY06.2007
Skills
- Computer Skills
- Complaint resolution
- Strong data entry skills
- Plans and organizes time and priorities to achieve business results
- Flexible Schedule
- Continuous Development
- Attention to Detail
- Excellent oral and written communication skills
- Customer Service
- Ability to adjust to multiple demands and shifting priorities
- Following Instructions
- Ability to manage workload to meet tight deadlines
- Staff Training
- Willingness to Learn
- Clear Communication
Accomplishments
- Customer Service Manager goal reached - April 2014
- Front-End Associate of the Month - July 2015
- Country Mile Associate of the Month - December 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The supernatural is the natural not yet explained.
Elbert Hubbard
Timeline
Team Member
Tractor Supply Distribution Center
04.2019 - Current
Customer Service Manager
Wal-Mart Super Center #2093
04.2014 - 12.2016
Customer Service Desk Associate
Wal-Mart Super Center #2093
09.2012 - 04.2019
Customer Service/Cashier/Deli Associate
Northway Stop 'n Shop
04.2008 - 08.2012
Liberal Arts & Humanities -
Mohawk Valley Community College
High School Diploma -
Remsen Central School District