SUSAN E MCKENNA

Pine Bush,NY

Overview

years of professional experience

Burlington

Middletown, NY

02.2024 - Current

Maintained customer satisfaction by handling complex escalated customer concerns.
Achieved company customer service objectives through proper alignment of department policies with stated targets.
Enhanced customer experiences with improved team workflows and more effective solutions for common problems.
Identified objectives with documentation and appropriate action plan requirements.
Reported customer service performance metrics and other KPIs to senior management and suggested improvement strategies.
Assisted with development and implementation of service policies.
Implemented strategies to improve overall customer satisfaction rates based on feedback data.
Organized department files and maintained accurate information databases.
Reviewed and authenticated returns, exchanges and voids.
Set achievable targets for individual team members and provided ongoing support towards meeting goals.
Coached underperforming team members with targeted action plans designed to improve their skills over time.
Addressed and resolved customer concerns and complaints.
Fostered positive work environment through encouragement, recognition, and effective communication among team members.
Trained new customer service representatives on company policies and procedures.
Mediated conflicts between employees or customers as needed to ensure harmonious workplace atmosphere.
Created and maintained office documentation and manuals.

Stewart's shop

Pine Bush, NY

11.2022 - 02.2024

Greeted and welcomed customers to provide friendly and courteous checkout services.
Participated in regular inventory counts to assist management in maintaining accurate stock levels.
Prepared daily sales reports for management review at end of each shift.
Collaborated with team members to maintain positive work environment and support sales goals.
Administered promotional codes and discounts accurately during checkout process.
Demonstrated excellent multitasking abilities by handling multiple customer requests simultaneously.
Reconciled cash register at end of day by balancing cash, credit cards and checks.
Kept up-to-date knowledge of store promotions, policies, and products to provide accurate information to customers.
Conducted price checks for customers as needed or requested by management.
Balanced cash drawer at beginning and end of shift, ensuring accuracy throughout day.
Ensured all displayed products had clearly visible prices tags for easy reference by shoppers.
Maintained clean and organized checkout area to ensure efficient operation.
Trained new employees on proper use of cash register systems and store procedures.
Operated cash register, handled cash transactions, and processed credit card payments.
Received payment by cash, check, credit cards, vouchers, or automatic debits via POS system.
Restocked shelves, rotated merchandise, and maintained overall organization of storefront.
Prevented losses by watching for suspicious behavior.

Town of Crawford Justice Court

Pine Bush, New York

02.2001 - 10.2003

Prepared legal documents such as subpoenas, summons, judgments, and writs of execution.
Ensured confidentiality of sensitive information contained in case files or discussed in court proceedings.
Assisted general public at court counter to handle basic business.
Responded to inquiries from attorneys, litigants, and general public regarding court procedures.
Collected and processed fines, fees, and other payments made to court.
Managed case files by ensuring proper organization, storage, and disposal according to regulations.
Facilitated communication between judges, attorneys, litigants, witnesses, and other involved parties.
Assisted judges during courtroom proceedings by providing necessary materials and information.
Updated case management system with relevant information after each hearing or trial.
Monitored inventory levels of office supplies and ordered new materials.
Prepared daily reports on courtroom activities for submission to higher authorities.
Handled both paper and digital court business with minimal oversight.
Maintained court calendar by scheduling hearings, trials, and conferences.
Prepared and administered department budget with cost estimates for specific recommendations.
Coordinated with law enforcement agencies for service of legal documents and arrest warrants.
Copied, printed and mailed court documents following proper procedures.

Burlington

02.2024 - Current

Stewart's shop

11.2022 - 02.2024

Town of Crawford Justice Court

02.2001 - 10.2003