Summary
Overview
Work History
Education
Skills
Timeline
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Stephanie Killian

Clinton,UT

Summary

Proven leader in enhancing customer experiences and streamlining operations, I leveraged my initiative-taking and guest service excellence at Bear River Club to significantly improve satisfaction rates. Skilled in quality assurance and teamwork, I adeptly trained teams, optimized processes, and upheld high standards, driving operational efficiency and fostering positive customer relationships.


Offering strong organizational skills and proactive approach to problem-solving, eager to learn and develop in logistics environment. Delivers foundational understanding of supply chain management, quickly adaptable to new systems and processes. Ready to use and develop strategic planning and inventory management in Distribution Manager role.

Professional in customer service management with proven track record of driving customer satisfaction and operational efficiency. Known for strong leadership, effective problem-solving, and excellent communication skills. Adept at fostering team collaboration and adapting to evolving challenges to achieve consistent results. Skilled in conflict resolution, process optimization, and delivering high-quality customer experiences.


Personable Customer Service Lead offering 17 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

Overview

20
20
years of professional experience

Work History

Houseman

Bear River Club
07.2022 - Current
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Reported found guest articles and merchandise damage to managers on duty.
  • Gathered linen supplies and organized linen closets for prompt room restocking.
  • Delivered exceptional customer service through friendly interactions with guests while addressing their needs or concerns promptly.
  • Enhanced guest satisfaction by maintaining clean and organized public areas, including lobbies and hallways.
  • Supported a positive work culture within the housekeeping department by actively participating in team meetings and offering constructive feedback when appropriate.
  • Upheld brand standards consistently by adhering to all policies and procedures regarding cleanliness, safety, and guest privacy.
  • Ensured a welcoming atmosphere for guests with thorough cleaning of guest rooms, including vacuuming, dusting, and sanitizing surfaces.
  • Promoted safety within the hotel by removing hazards such as broken glass or spilled liquids from public spaces immediately upon discovery.
  • Refilled par stock of guest amenities and supplies in each housekeeping storage area.
  • Ran special errands, including retrieving dry cleaning and making requested purchases.
  • Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
  • Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
  • Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
  • Washed and put away kitchen dishes, utensils and glassware.
  • Maintained a clean, safe, and welcoming environment through regular monitoring of dining areas and server stations.
  • Trained new servers to uphold company standards in customer service, food handling, and overall professionalism.
  • Handled high-pressure situations with poise, ensuring a positive experience for both staff and customers.
  • Collaborated with kitchen staff to ensure timely delivery of orders while maintaining food quality standards.
  • Supervised server staff and simultaneously served personal section of tables.
  • Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
  • Cultivated warm relationships with regular customers.
  • Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
  • Maintained clean and organized dining area to create pleasant and welcoming atmosphere for customers.
  • Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
  • Answered customers' questions, recommended items, and recorded order information.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Inspected dishes and utensils for cleanliness.

Distribution Manager

Fundraising Manager
08.2023 - 12.2024
  • Coordinated closely with customer service representatives to address any shipping or delivery issues promptly, improving overall customer satisfaction rates.
  • Managed warehouse operations, ensuring proper storage and handling of products to maintain quality.
  • Established clear communication channels with sales teams to improve coordination between departments, resulting in smoother workflows throughout the organization.
  • Maintained accurate records of all incoming and outgoing shipments, ensuring proper documentation for regulatory compliance purposes.
  • Developed strong relationships with vendors and suppliers to ensure timely deliveries and accurate inventory data.
  • Increased client retention by providing superior customer service.
  • Reduced order fulfillment time through the development of streamlined picking and packing procedures.
  • Reviewed transportation invoices for accuracy, identifying discrepancies and ensuring prompt resolution.
  • Conducted regular performance reviews for distribution staff, providing constructive feedback and setting goals for improvement.
  • Built and maintained relationships with key suppliers and customers to support seamless operations.
  • Improved delivery times with strategic route planning and reallocation of resources.
  • Negotiated contracts with carriers, resulting in cost savings and improved service levels for the company.
  • Implemented cross-training initiatives for employees, increasing overall productivity and operational efficiency within the department.
  • Developed standard and emergency operating procedures for receiving, handling, storing, shipping and salvaging products.
  • Implemented strategic plans as well as contributed to evaluation and analysis of business objectives.
  • Identified and solved complex strategy obstacles to promote growth and guide business direction.
  • Participated in industry conferences to stay up-to-date on emerging trends, identifying opportunities for innovation within our own distribution processes.
  • Implemented new [Type] systems, resolved performance issues and expanded processes to meet diverse needs.
  • Cultivated member loyalty by delivering flawless service to foster client retention.
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
  • Collaborated with manufacturing and supply chain management.
  • Created and enforced detailed organization processes to increase quality and service standards.
  • Conducted research to address shipping errors and packaging mistakes.
  • Led improvement initiatives to advance operational efficiencies and increase revenue.
  • Reviewed established business practices and improved processes to reduce expenses.
  • Developed and maintained knowledgeable and productive team of employees.
  • Reviewed and negotiated contracts with carriers to optimize shipping costs.
  • Tracked production and quality control systems to proactively identify deficiencies.
  • Promoted brand at industry events and through ongoing networking efforts.
  • Prospected for leads to build pipeline and convert to sales opportunities.

Customer Service Lead

UPS
07.2005 - 05.2022
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Improved team efficiency by implementing new training procedures and streamlining work processes.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Exceeded performance goals consistently through effective communication and problem-solving skills.
  • Organized regular team meetings to share best practices, driving continuous improvement within the department.
  • Mentored junior staff members to improve their knowledge of company policies, products, and services.
  • Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
  • Reviewed associate performance to identify training needs.
  • Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Developed strategies for improving service quality, increasing overall customer satisfaction ratings.
  • Responded to customer requests for products, services, and company information.
  • Trained new personnel regarding company operations, policies and services.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Cross-trained and provided backup support for organizational leadership.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Managed timely and effective replacement of damaged or missing products.
  • Cross-trained and backed up other customer service managers.
  • Trained staff on operating procedures and company services.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Sought ways to improve processes and services provided.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Implemented and developed customer service training processes.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Created and maintained detailed database to develop promotional sales.

Education

High School Diploma -

Davis Applied Technology College
Farmington, UT
05-2005

Skills

  • Initiative-taking
  • Reliability and punctuality
  • Cleaning techniques
  • Guest room cleaning
  • Cross-functional skills
  • Guest service excellence
  • Time management
  • Multitasking and prioritizing
  • Professional and courteous
  • Guest service and support
  • Quality assurance
  • Teamwork and collaboration

Timeline

Distribution Manager

Fundraising Manager
08.2023 - 12.2024

Houseman

Bear River Club
07.2022 - Current

Customer Service Lead

UPS
07.2005 - 05.2022

High School Diploma -

Davis Applied Technology College

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Stephanie Killian