Summary
Overview
Work History
Education
Skills
Timeline
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Kandice Trivett

Fleetwood

Summary

Dynamic Customer Experience Professional with a proven track record at Lowes Home Improvement, enhancing customer satisfaction through effective complaint resolution and product knowledge. Skilled in CRM software and team collaboration, I successfully led initiatives that improved service efficiency and fostered long-term customer loyalty. Committed to delivering exceptional service and driving continuous improvement.

Overview

12
12
years of professional experience

Work History

Customer Experience Professional

Lowes Home Improvment
10.2016 - Current
  • Enhanced customer satisfaction by resolving inquiries and providing product knowledge.
  • Trained new team members on company policies and customer service best practices.
  • Collaborated with management to streamline processes, improving overall service efficiency.
  • Analyzed customer feedback to identify areas for improvement and implement solutions.
  • Developed training materials aimed at enhancing team performance and service consistency.
  • Led initiatives to enhance in-store experience, resulting in improved customer engagement.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
  • Collaborated with team members to create a positive work environment and improve overall customer experience.
  • Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Managed timely and effective replacement of damaged or missing products.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Key Holder Supervisor

Dollar General
07.2023 - 09.2023
  • Supervised daily store operations, ensuring compliance with company policies and procedures.
  • Trained and mentored staff on customer service excellence and product knowledge.
  • Managed inventory control processes, optimizing stock levels to meet customer demand.
  • Implemented visual merchandising strategies to enhance store presentation and drive sales.
  • Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Increased retail space by [Number] square feet by improving gross profits by [Number]%.
  • Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
  • Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
  • Researched issues to obtain appropriate answers to customer inquiries.
  • Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Examined incoming inventory, merchandised shelves and prevented shrinkage.
  • Marked-down clearance items and relocated merchandise to proper store areas.
  • 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.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Trained newly hired sales team in upselling techniques.
  • Managed store personnel by delegating tasks and supervising daily operations.
  • Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
  • Streamlined opening and closing procedures as integral member of store staff.
  • Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
  • Engaged with customers to build rapport and promote long-term loyalty for increased sales.
  • Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
  • Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
  • Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
  • Trained and supervised new employees to apply best practices in customer service and store operations.
  • Assisted with the development and execution of employee training programs, contributing to a knowledgeable, empowered team focused on driving store success.
  • Developed strong relationships with vendors, negotiating favorable terms for pricing or delivery options whenever possible.
  • Reviewed employee performance regularly, offering constructive feedback and coaching for improvement as needed.
  • Implemented loss prevention measures to minimize theft risks while maintaining a welcoming atmosphere for shoppers.
  • Collaborated with management to develop innovative marketing campaigns that drove foot traffic and boosted sales.
  • Accepted and processed customer returns.
  • Provided exceptional customer service, resulting in a high level of customer satisfaction and repeat business.
  • Monitored sales trends closely to identify opportunities for growth or areas requiring improvement in product offerings or merchandising strategies.
  • Opened inventory boxes and restocked shelves.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Maintained a clean, organized store environment that was conducive to an enjoyable shopping experience for customers.
  • Processed cash, credit, debit, and check payments.
  • Enhanced store sales by implementing effective visual merchandising strategies and product placement.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Addressed customer concerns promptly and professionally, leading to improved customer experiences and stronger relationships.
  • Trained and mentored new employees.
  • Trained new employees on company policies, procedures, and best practices to ensure consistent performance across the team.
  • Received and counted money.
  • Managed daily store operations, including opening and closing procedures, cash handling, and staff scheduling.
  • Handled escalated customer issues calmly and professionally while working towards mutually beneficial resolutions in alignment with company values.
  • 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.
  • Counted out cash drawers and balanced totals.
  • Completed store opening and closing procedures.
  • Monitored cash handling procedures, ensuring accuracy in financial transactions and reporting.
  • Collaborated with management to develop promotional strategies that increased foot traffic.
  • Resolved customer inquiries and complaints efficiently, improving overall satisfaction ratings.
  • Conducted regular performance evaluations, providing constructive feedback to team members.

Cashier

Walmart
05.2013 - 10.2016
  • Processed customer transactions efficiently using POS systems.
  • Maintained accurate cash register balances through diligent tracking.
  • Assisted customers with inquiries, enhancing overall shopping experience.
  • Trained new cashiers on operational procedures and best practices.
  • Collaborated with team members to streamline checkout processes.
  • Resolved customer complaints promptly, ensuring satisfaction and loyalty.
  • Monitored store displays for compliance with merchandising standards.
  • 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.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • 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.
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Provided backup support for other departments when needed, showcasing versatility within the retail environment.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Developed rapport and fostered brand loyalty by offering personalized service.
  • Ensured accuracy in financial transactions, reconciled cash with receipts daily.
  • Facilitated smoother checkout process, trained new employees on POS systems.
  • Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
  • Increased sales of promotional items by informing customers about current offers.
  • Enhanced shopping experience, provided product information and location assistance.
  • Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
  • Enhanced customer loyalty by participating in rewards program enrollment.
  • Managed cash drawer accurately, ensuring all transactions balanced at end of day.
  • Reduced processing errors by meticulously following transaction procedures.
  • Facilitated positive shopping experience, greeted customers warmly upon entry.
  • Enhanced customer service experience by efficiently processing purchases and returns.
  • Assisted in inventory management, contributing to reduction in stock discrepancies.
  • Improved efficiency, organized checkout area for optimal workflow.
  • Fostered positive customer relations by resolving complaints and inquiries promptly.
  • Strengthened team morale and cooperation by assisting coworkers during peak hours.
  • Processed refunds and exchanges in accordance with company policy.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Used POS system to enter orders, process payments and issue receipts.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Improved store atmosphere with thorough and prompt cleaning of checkout area.
  • Boosted team efficiency, shared best practices in cash handling and customer interaction.
  • Contributed to significant decrease in queue times by streamlining checkout process.

Education

Cornerstone Christian Academy
Statesville, NC

Skills

  • CRM software
  • Request management
  • Client advocacy
  • Trend monitoring
  • Policy improvement
  • Data management
  • Data entry
  • Multi-line phone talent
  • Call center operations
  • Understanding customer needs
  • Teamwork and collaboration
  • Customer service
  • POS systems and ordering platforms
  • Customer retention strategies
  • Direct sales
  • Quality control
  • Complaint resolution
  • [Number] wpm typing speed
  • Computer skills
  • Problem resolution
  • De-escalation techniques
  • Billing adjustments and refunds
  • Following scripts
  • Salesforce CRM
  • Customer relations
  • Store maintenance
  • LiveChat messaging
  • System implementation
  • Quality assurance controls
  • Product knowledge
  • Staff education and training
  • Customer account management
  • Account management
  • Customer relationship management (CRM)
  • Retail store support
  • Database management
  • Sales and upselling
  • Report creation
  • Order and refund processing
  • POS systems expert
  • Regulatory compliance
  • Administrative and office support
  • Sales quota achievement
  • Data evaluation
  • Calm under pressure
  • Training development aptitude
  • Order fulfillment
  • Report generation
  • Translation and interpretation services
  • Product sales
  • Service standard compliance
  • Order documentation
  • Document and records management
  • Policies and procedures adherence
  • Sales transactions
  • Customer data confidentiality
  • Professional telephone demeanor
  • Account updates
  • Stock management
  • Employee coaching
  • Issue and complaint resolution
  • Call documentation
  • Inbound call management
  • Call metrics
  • Process improvement
  • Sales expertise
  • Order processing
  • Key holder experience
  • Recordkeeping strengths
  • Brand representation
  • Route management
  • Oracle enterpriseone
  • Office equipment proficiency
  • Warehousing functions
  • Needs assessment
  • Calm and professional under pressure
  • Product recommendations
  • Raiser's edge
  • Account updating
  • Promotional support
  • Multi-line phone systems
  • Contract development
  • Materials transport
  • Product education
  • Receiving support
  • Cross-functional collaboration
  • Relationship building
  • MS office
  • Report preparation
  • Work prioritization
  • Netsuite ERP
  • Sales closing
  • Transaction processing
  • Conflict mediation
  • Remote office availability
  • International sales support

Timeline

Key Holder Supervisor

Dollar General
07.2023 - 09.2023

Customer Experience Professional

Lowes Home Improvment
10.2016 - Current

Cashier

Walmart
05.2013 - 10.2016

Cornerstone Christian Academy

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Kandice Trivett