Kimberly Ferguson
York
Summary
Seasoned Customer Service Account Specialist with proven track record in managing complex customer accounts. Skill set includes strong problem-solving abilities, effective communication skills, and demonstrated customer service excellence. Previous roles demonstrate significant impact on improving customer satisfaction levels and streamlining account management processes.
Overview
26
26
years of professional experience
Work History
Case Manager
White Deer Run
York
04.2022 - 11.2022
- Monitored client progress through regular follow-ups and case reviews.
- Monitored client progress through regular follow-up contacts.
- Utilized case management software and databases for efficient information tracking.
- Coordinated support services and optimized communication between healthcare workers and patients.
- Managed caseloads effectively, ensuring timely documentation and reporting.
Cashier/Merchandise Associate
Dollar Tree Stores
York
12.2020 - 07.2021
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Issued receipts, refunds, credits or change due to customers.
- Balanced daily transactions on a computerized point-of-sale system.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Performed other duties as assigned by management.
- Answered customers' questions and provided information on store procedures or policies.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Greeted customers promptly and responded to questions.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Restocked returned items to correct shelf or storage locations.
- Helped customers locate desired items and assisted with carrying heavy loads.
- Cleaned and organized display cases, shelves and aisles.
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Followed proper stock rotation procedures to minimize obsolescence and remove out of date items from sales floor.
- Replenished items to maintain stock availability.
Supervisory Front End/Cashier Supervisor
Sam's Club
York
03.1997 - 01.2020
- Greeted customers warmly upon entering the store and provided assistance when needed.
- Dealt courteously with irate or difficult customers in order to defuse potentially volatile situations.
- Organized register supplies in front end and storage areas.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Followed company policies regarding returns and exchanges.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Identified customer needs and promoted matching targets to enhance store revenue.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Built and maintained productive relationships with employees.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Maintained positive working relationship with fellow staff and management.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Monitored operations and reviewed records and metrics to understand company performance.
- Trained new employees on company policies and procedures.
- Monitored employee productivity to provide constructive feedback and coaching.
- Managed a team of 25 employees, ensuring that high productivity and quality standards were met.
- Accurately performed financial transactions with customers in a courteous and professional manner.
Education
High School Diploma -
William Penn Senior High School
York06-1986
Skills
- Team collaboration
- Effective communication
- Problem solving
- Conflict resolution
- Customer service
- Active listening
- Time management
- Verbal and written communication
- Team building
Timeline
Case Manager
White Deer Run
04.2022 - 11.2022
Cashier/Merchandise Associate
Dollar Tree Stores
12.2020 - 07.2021
Supervisory Front End/Cashier Supervisor
Sam's Club
03.1997 - 01.2020
High School Diploma -
William Penn Senior High School
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