Caitlin Heiser
Hershey
Summary
Dynamic customer service professional with extensive experience at Wawa Inc., excelling in conflict resolution and team leadership. Proven track record of enhancing customer satisfaction and coaching teams to achieve high service standards. Skilled in inventory management, ensuring compliance with health regulations while driving sales growth through effective menu knowledge and employee mentoring.
Overview
11
11
years of professional experience
Work History
Customer Service Associate
Wawa Inc
Robesonia
09.2014 - Current
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Developed relationships with key clients through regular contact and follow-up communication.
- Kept work area neat, clean, and well-stocked at all times.
- Handled cash register operations accurately during peak times.
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
Lead Customer Service Associate
Wawa Inc
Robesonia
11.2022 - 11.2024
- Coached team members on best practices for resolving complex customer issues.
- Provided leadership and direction to customer service representatives.
- Resolved escalated customer complaints and inquiries in a timely manner.
- Monitored customer service quality standards and provided feedback to team members.
Food and Beverage Supervisor
Wawa Inc
Reading
09.2018 - 11.2021
- Ensured compliance with health department regulations regarding food safety standards.
- Reviewed weekly sales reports to identify trends in sales volume for menu items.
- Maintained an up-to-date knowledge of all menu items, ingredients and preparation methods.
- Ensured compliance with local health department regulations regarding food storage, rotation, temperature controls and sanitation standards.
- Provided ongoing coaching and mentoring for employees in order to improve their job performance.
Education
High School Diploma -
Reading Senior High
Reading, PA07-2012
Skills
- Customer service
- Adaptability
- Inventory management
- Team leadership
- Time management
- Attention to detail
Timeline
Lead Customer Service Associate
Wawa Inc
11.2022 - 11.2024
Food and Beverage Supervisor
Wawa Inc
09.2018 - 11.2021
Customer Service Associate
Wawa Inc
09.2014 - Current
High School Diploma -
Reading Senior High
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