Summary
Overview
Work History
Education
Skills
Timeline
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Terri Skolich

Terri Skolich

Redondo Beach,CA

Summary

Dynamic and adaptable professional with extensive experience in retail/fast food management, customer service, and team leadership. Proven track record as a Store Manager and Barista, demonstrating strong capabilities in operational efficiency, cash management, and loss prevention. Skilled in building customer relationships, training staff, and handling internal and external communications. Recognized for ability to lead teams, resolve conflicts, and maintain attention to detail while managing multiple tasks. Committed to delivering exceptional service and driving organizational success.

Dedicated and detail-oriented professional seeking a full-time permanent position that leverages my experience in customer service, data entry, and cashier roles. Eager to contribute to team success while pursuing opportunities for growth and advancement within the organization.

Overview

36
36
years of professional experience

Work History

CUSTOMER SERVICE AGENT

See's candy
10.2024 - 05.2025
  • Delivered outstanding customer support via phone, e-commerce, email, and chat.
  • Addressed customer account discrepancies and concerns.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Proficient in multitasking and recognizing spam/phishing attempts.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Responded proactively and positively to rapid change.
  • Managed timely and effective replacement of damaged or missing products.

SERVER

Cocos Restaurant
02.2006 - 01.2008
  • Delivered prompt customer service by efficiently taking orders and offering suggestions.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Cultivated warm relationships with regular customers.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Boosted repeat customer rates, remembered regular guests' preferences and greeted them by name.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.

Data Entry Clerk, E-commerce

E3R Real Estate & Law
09.2001 - 11.2003
  • Verified accuracy of data entered into system to produce error-free reports.
  • Taking messages, set up meetings, controlling business calendar
  • prepare and deliver coffee to supervisor, send out lunch orders.
  • Sorted documents and maintained organized filing process.
  • Verified entered data against source documents.
  • Managed task prioritization to achieve deadlines without compromising detail.
  • Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
  • Created and maintained data entry logs to track data entry activities.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
  • Contributed to customer satisfaction, resolving inquiries and issues with prompt data retrieval.
  • Managed and organized documents for data entry tasks.
  • Followed data entry protocols, rules and regulations.
  • Updated and maintained customer information, documents and records.
  • Created spreadsheets for more efficient recordkeeping.
  • Managed documents by organizing forms, making photocopies, filing records, faxing, multiple phone lines.
  • preparing correspondence, and creating reports.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Verified data files prior to entry to maintain high data accuracy.

STORE MANAGER

Hollywood video
06.1995 - 08.2001
  • Managed store operations including shipping/receiving, scheduling, payroll, and inventory management at Hollywood Video.
  • Led training sessions for new store openings, ensuring smooth transitions and high customer satisfaction.
  • Implemented loss prevention strategies, resulting in a significant decrease in inventory shrinkage.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Completed point of sale.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Approved regular payroll submissions for employees.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
  • Managed inventory levels to minimize waste and ensure product availability.
  • Implemented loss prevention strategies, significantly reducing shrinkage.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Recruited, hired, and trained initial personnel.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Data Entry Clerk Seasonal

ABC Taxes
12.1996 - 04.1997
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.
  • Organized, sorted, and checked input data against original documents.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
  • Improved data accuracy by meticulously reviewing and updating customer information.
  • Maintained files, records, photo copying, faxing, multiple phone lines.
  • Verified data files prior to entry to maintain high data accuracy.

BARISTA

Java Centrale
10.1993 - 08.1995
  • Managed daily operations as lead barista/key holder at Java Centrale, including opening/closing shop, preparing drinks, and handling customer service.
  • In charge of scheduling, banking, shipping/receiving, inventory replenishment, and stocking to ensure smooth operations.
  • Successfully resolved customer complaints and maintained a high level of customer satisfaction.
  • Developed strong skills in time management, multitasking, and problem-solving.
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
  • Controlled line and crowd with quick, efficient service.
  • Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
  • Maintained regular and consistent attendance and punctuality.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Made and served brand-specific café beverages with focus on speed, quality and consistency.
  • Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
  • Assisted in inventory management to maintain adequate stock levels and reduce wastage.
  • Adapted quickly to high-volume periods.
  • Fostered loyal customer base by remembering regulars' orders and preferences, making them feel valued.
  • Maintained clean and organized workspace,
  • Managed inventory levels to ensure all necessary supplies were always available, preventing any service delays.
  • Solved equipment malfunctions swiftly, minimizing downtime.
  • Created seasonal beverage menu, driving increased interest and sales during holiday periods.
  • Used POS system to accurately enter orders and process payments.
  • Prepared specialty drinks such as cappuccinos, lattes and mochas.
  • Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
  • Sanitized equipment and wiped down counters and tables to prevent spread of germs.
  • Packaged bagels, muffins and other food items for customer purchase.

STORE MANAGER

KFC
06.1989 - 09.1994
  • Managed daily operations including customer service, food preparation, cashier duties, and sales operations at KFC.
  • Oversaw hiring, training, and termination processes, ensuring a well-trained team for efficient service.
  • Led inventory and product management, loss prevention efforts, and banking/deposit responsibilities to optimize store profitability.
  • Oversaw daily operations to ensure compliance with health and safety standards.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally.
  • Completed point of sale opening and closing procedures.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Approved regular payroll submissions for employees.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Education

ECE Units - Early Childhood Education

El Camino College
Torrance, CA

High School Diploma - General Studies

Torrance High School
Torrance, CA
05.1993

Skills

  • Outstanding communication skills
  • E-Commerce
  • Fast learner
  • Management/Team leader/Shift supervisor/CSR
  • Independent worker
  • Team player
  • Patient
  • Cash management
  • Easily adaptable
  • Customer relationship management (CRM)
  • Shipping/Receiving
  • Time management
  • Loss prevention
  • Data entry
  • Communication
  • Inventory management
  • Retail operations
  • Conflict resolutions
  • Internal/external customer service calls
  • Attention to detail/Multi tasking
  • Customer service
  • Call center experience
  • Empathetic and genuine
  • Service-oriented self-starter
  • Live chat support
  • Inbound call management
  • Upselling
  • Documentation and reporting
  • Order placement
  • Returns processing
  • Multitasking and organization
  • Reliability and punctuality
  • Phone etiquette
  • Professional telephone demeanor
  • Order processing
  • Critical thinking
  • Call management
  • Call center operations
  • Key holder experience
  • Prioritization
  • Dispute resolution
  • Active listening
  • Customer complaint resolution
  • Team collaboration
  • Adaptability and flexibility

Timeline

CUSTOMER SERVICE AGENT

See's candy
10.2024 - 05.2025

SERVER

Cocos Restaurant
02.2006 - 01.2008

Data Entry Clerk, E-commerce

E3R Real Estate & Law
09.2001 - 11.2003

Data Entry Clerk Seasonal

ABC Taxes
12.1996 - 04.1997

STORE MANAGER

Hollywood video
06.1995 - 08.2001

BARISTA

Java Centrale
10.1993 - 08.1995

STORE MANAGER

KFC
06.1989 - 09.1994

ECE Units - Early Childhood Education

El Camino College

High School Diploma - General Studies

Torrance High School

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Terri Skolich