Summary
Overview
Work History
Education
Skills
Timeline
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Heather Smee

Dillsburg

Summary

Dynamic customer service professional with proven expertise at Panera Bread, excelling in conflict mediation and building rapport. Recognized for enhancing customer satisfaction through active listening and effective problem-solving. Proficient in payment processing and data entry, consistently contributing to sales growth and fostering long-term client relationships.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Panera Bread
07.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Key Holder Supervisor

Dollar General Store
01.2019 - 06.2022
  • Completed store opening and closing procedures.
  • Counted out cash drawers and balanced totals.
  • Updated store displays frequently to maintain freshness in presentation while highlighting key products or trends effectively.
  • Improved customer service by projecting friendly and knowledgeable attitude.
  • Handled escalated customer issues calmly and professionally while working towards mutually beneficial resolutions in alignment with company values.
  • Managed daily store operations, including opening and closing procedures, cash handling, and staff scheduling.
  • Received and counted money.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Processed cash, credit, debit, and check payments.
  • Maintained a clean, organized store environment that was conducive to an enjoyable shopping experience for customers.
  • Opened inventory boxes and restocked shelves.
  • Rotated stock according to dates and protocols.
  • Accepted and processed customer returns.
  • Provided exceptional customer service, resulting in a high level of customer satisfaction and repeat business.
  • Trained and supervised new employees to apply best practices in customer service and store operations.
  • Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
  • Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
  • Engaged with customers to build rapport and promote long-term loyalty for increased sales.
  • Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Mentored new sales associates to contribute to store's positive culture.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Marked-down clearance items and relocated merchandise to proper store areas.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.

Cashier

Sheetz
05.2016 - 01.2019
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Addressed customer needs and made product recommendations to increase sales.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.

Education

High School Diploma -

East Juniata Senior High School
McAlisterville, PA
06-2005

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Microsoft Excel
  • Payment processing
  • Microsoft PowerPoint
  • Building rapport
  • Assertiveness
  • Recordkeeping strengths
  • Research
  • Reading comprehension
  • Spreadsheets
  • Conflict mediation
  • Proofreading

Timeline

Customer Service Representative

Panera Bread
07.2022 - Current

Key Holder Supervisor

Dollar General Store
01.2019 - 06.2022

Cashier

Sheetz
05.2016 - 01.2019

High School Diploma -

East Juniata Senior High School

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Heather Smee