KIANA KLINE
Wellsboro
Summary
Excellent communication and interpersonal skills; ability to work comfortably at multiple organizational levels. Detail-oriented with high energy and integrity. Committed and focused on providing great customer service. Always willing to assist others to the best of my ability.
Experienced with managing high-volume customer interactions and resolving complex issues efficiently. Utilizes strong communication skills to ensure customer satisfaction. Knowledge of best practices in customer service and maintaining positive client experience.
Professional with robust experience in delivering exceptional customer experiences. Skilled in resolving complex issues, enhancing client satisfaction, and streamlining service processes. Strong focus on team collaboration, adaptability to changing environments, and achieving measurable results. Proficient in communication, problem-solving, and maintaining high standards of service.
Customer service professional prepared for meaningful contributions in dynamic environment. Proven ability to handle customer inquiries and concerns with tact and efficiency. Collaborative team player who prioritizes achieving results and adapting to changing situations. Skilled in conflict resolution and active listening.
Overview
6
6
years of professional experience
Work History
Customer Service Professional
H&R Block
Wellsboro, PA
01.2026 - Current
- Delivered exceptional customer service, resolving inquiries and issues efficiently.
- Implemented process improvements that enhanced customer satisfaction ratings.
- Analyzed client feedback to identify trends and recommend service enhancements.
- Coordinated with tax professionals to ensure accurate information dissemination to clients.
- Assisted customers by answering questions and responding to inquiries.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
- Established trust with customers through transparent communication, providing honest assessments of situations and setting realistic expectations for resolution timelines.
- Delivered exceptional support during peak periods, effectively managing high call volumes without compromising service quality.
- Recognized by management for consistently surpassing performance targets and demonstrating a strong commitment to the organization''s customer-centric values.
- Facilitated customer retention by providing timely follow-ups on pending issues and ensuring satisfactory resolutions.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Identified and resolved discrepancies and errors in customer accounts.
Barista/cook
Dunkin Donuts
Wellsboro, PA
12.2023 - 11.2025
- At Dunkin' Donuts, I prepared coffees, cooked food orders, and operated the register. I paid close attention to detail when making coffees and preparing food to ensure orders were made correctly and to customer specifications. Additional responsibilities included sweeping and mopping, wiping down tables and chairs, cleaning and sanitizing stainless steel surfaces, and ensuring proper sanitation of cups and buckets. While on register, I also selected donuts for customers and ensured accurate order entry to facilitate proper preparation.
Bartender/Waitress
Tyoga Golf Course
Wellsboro, PA
04.2021 - 06.2022
- I managed the bar, which included making drinks, stocking beer, snacks, and garnishes, washing dishes, and cleaning the entire bar area by sweeping, mopping, and vacuuming. As a waitress, I served tables of customers, took orders, ran food and drinks, cleaned tables, washed dishes, and maintained the porch areas. I also ensured accurate order entry into the POS system and occasionally cooked in the kitchen.
- Provided exceptional customer service, creating a welcoming atmosphere for patrons.
- Prepared and served a variety of beverages, ensuring quality and consistency.
- Trained new staff on drink preparation techniques and customer interaction standards.
- Monitored compliance with health and safety regulations, maintaining cleanliness standards.
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Kept bar presentable and well-stocked to meet customer needs.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
Waitress
Harlands Family Style Restaurant
Wellsboro, PA
11.2020 - 06.2022
- Took care of customer needs, ensured orders were prepared correctly, and maintained a clean and organized restaurant. Demonstrated strong communication and teamwork skills.
- Provided exceptional customer service in fast-paced dining environment.
- Managed multiple tables efficiently, ensuring timely order delivery and guest satisfaction.
- Collaborated with kitchen staff to streamline food preparation and enhance service quality.
- Trained new team members on restaurant procedures and best practices for customer engagement.
- Oversaw daily operations, ensuring compliance with health and safety regulations.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Collaborated with team members to consistently provide efficient service during peak hours.
Assistant Manager
Kwik Fill
Wellsboro, PA
11.2021 - 04.2022
- Handled a variety of responsibilities including running registers, preparing food, cleaning the store, completing paperwork, stocking shelves, managing inventory, and assisting with ordering.
- Supervised daily operations to ensure efficiency and compliance with company policies.
- Trained and mentored new staff on customer service protocols and operational procedures.
- Managed inventory levels, optimizing stock replenishment processes to reduce waste.
- Developed actionable strategies to enhance team productivity and service quality.
- Implemented staff scheduling systems, improving labor cost management and coverage needs.
- Collaborated with upper management on initiatives aimed at improving customer satisfaction ratings.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Education
High School -
Wellsboro Area High School
06-2017
Skills
- Excellent Communication Skills
- Team Player
- Always Willing to Help
- Goes the Extra Mile
- Customer service excellence
- Payment processing
- De-escalation techniques
- Quality assurance
- Active listening
- Relationship building
- Data entry
- Technical support
- Documentation
- Product knowledge
- Critical thinking
- Credit adjustments
- Microsoft PowerPoint
- POS systems expert
- Record preparation
- Customer RMA management
- Warranty service
- Call management
- Document control
- Proofreading
- Product sales
- Customer service
- Complaint handling
- Time management
- Multitasking and organization
- Money handling
- Decision-making
- Problem resolution
- Microsoft Excel
- Call center experience
- Appointment scheduling
- Follow-up skills
- Paperwork processing
- Administrative support
Timeline
Customer Service Professional
H&R Block
01.2026 - Current
Barista/cook
Dunkin Donuts
12.2023 - 11.2025
Assistant Manager
Kwik Fill
11.2021 - 04.2022
Bartender/Waitress
Tyoga Golf Course
04.2021 - 06.2022
Waitress
Harlands Family Style Restaurant
11.2020 - 06.2022
High School -
Wellsboro Area High School