Career Overview

Core Strengths

Skills and Accomplishments

Work Experience

KATHLEEN BROWN1168 Buckshutem Road, Bridgeton, NJ. 08302 | H: (856) 391-3572 | C: (610) 420-9441 | richardbrown711@yahoo.com

Dedicated Customer Service motivated to maintain customer satisfaction and contribute tocompany success. Results-driven receptionist with proven ability to establish rapport with clients.

Strong organizational skillsActive listening skillsSeasoned in conflict resolutionCourteous demeanorStrong organizational skills

Energetic work attitudeCustomer service expertTelecommunication skillsAdaptive team player

Customer InterfaceGreeted customers upon entrance and handled all cash and credit transactions.Assisted customers over the phone regarding store operations, product, promotions andorders.Multi-tasking                                                                           Cashiered with two cash registers at once in tandem to maximize customer flow. Customer ServiceResearched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Apr 2011 to CurrentCustomer Service AssociateWawa, Inc. － Malaga, NJPrevented store losses using awareness, attention to detail and integrity. Developed highlyempathetic client relationships and earned reputation for exceeding sales goals. Cross-trained andprovided back-up for other customer service representatives when needed. Achieved high salespercentage with consultative, value-focused customer service approach. Worked as a teammember performing cashier duties, product assistance and cleaning. Expressed appreciation andinvited customers to return to the store. Successfully interacted with customers and retail buyers toexpedite orders. Assisted customers with store and product complaints. Responsible for ringing upcustomers in a timely manner and guaranteeing high level of customer service. Assisted customersin finding out-of-stock items. Recommended, selected and helped locate merchandise based oncustomer needs and desires. Communicated all merchandise needs or issues to appropriatesupervisors. Organized the store by returning all merchandise to its proper place. Maintainedup-to-date knowledge of store policies regarding payments, returns and exchanges. Excelled inexceeding daily credit card application goals.

Aug 2008 to Aug 2010Teacher's Aide/Autistic ChildrenPrimos Elementary School － Aldan, PaApplied the positive reinforcement method to redirect negative behaviors. Promoted languagedevelopment skills through reading and storytelling. Conducted small group and individual classroomactivities based on differentiated learning needs. Observed students to supply teachers withfeedback regarding potential learning blocks and opportunities for support. Helped prepare dailylesson plans for activities and lessons. Supplied one-on-one attention to each student, whilemaintaining overall focus on the entire group. Physically and verbally interacted with studentsthroughout the day to keep them engaged. Supported students in developing strategies for individualneeds and classroom group dynamics. Encouraged students to be understanding of and helpful toothers. Observed and assessed student performance and kept thorough records of progress. Managedclassrooms of 10 to 20 students during the absence of assigned teachers. Tutored childrenindividually and in small groups to help them with difficult subjects. Established positive relationshipswith students, parents, fellow teachers and school administrators. Accepted coaching from fellowteachers and administrators and immediately incorporated feedback.

Jan 2000 to Jul 2008Receptionist/Office ManagerNichols Plumbing & Heating Co. Inc. － Upper Darby, Pa.Worked quickly and efficiently, with minimal oversight, to accomplish assigned duties. Managedpayroll and time and attendance systems. Monitored daily banking transactions. Prepared purchaseorders and expense reports. Handled incoming and outgoing correspondence, including mail, emailand faxes. Screened telephone calls and inquiries and directed them as appropriate. Devised andmaintained office systems to efficiently deal with paper flow. Organized personal and professionalcalendars and supplied reminders of upcoming meetings and events. Conducted extensive online andphone research. Typed documents, updated websites and compiled information for meetings.

Mar 1998 to Nov 2000Receptionist for Environmental AssessmentsContech Services － Broomall, Pa.Scanned and filed forms, reports, correspondence and receipts. Retrieved requested files anddelivered to appropriate personnel. Operated office equipment such as copiers and fax machines.Entered information into computer databases. Processed and routed incoming mail. Destroyed filesand materials upon request. Contacted staff and customers to retrieve files. Wrote professionalbusiness correspondence. Looked up information with computer programs.

Feb 1997 to Nov 1998Statistical ClerkT.V. Guide － Radnor, Pa.Conducted business to business telephone sales. Contacted new and existing customers to discusshow their needs could be met with specific products and services. Responded to all customerinquiries in a timely manner. Maintained detailed account records and contact logs using Windows 95and Corel Word Perfect. Compiled statistical information for special reports. Verified and logged indeadlines for responding to daily inquiries.

Jun 1996 to Oct 1998Bartender/HostessRed Lobster Restaurant － Springfield, PaAssisted diners with seating as needed Assisted co-workers. Cleaned and maintained the beveragearea, display cases, equipment, and order transaction area Cleaned bars, work areas, andtables. Greeted customers in the restaurant, took and rang up orders, handled payment and thankedcustomers Greeted guests and sat them at tables or in waiting areas. Informed patrons ofestablishment specialties and features. Planned food for parties, luncheons and special functions.

Educational Background

May 1987 to Jun 1996Supervisor/Bartender/Hostess/WaitressAdam's Mark Hotel － Philadelphia, Pa. Communicated with customers regarding orders, comments, and complaints Ensured consistenthigh quality of plate presentation Made and served drinks to guests and cocktail servers followingestablished guidelines, procedures, and policies Maintained contact with kitchen staff,management, serving staff, and customers Monitored food distribution, ensured meals weredelivered to the correct recipients and that guidelines for special diets were followed Notifiedkitchen personnel of special orders Observed diners to anticipate any additional needs and respond torequests. Provided customers with product details, such as coffee blend and preparation descriptionsProvided guests with menus Received and recorded patrons' dining reservations Responded toresident or guest complaints regarding food or service Served residents and guests during meal timeswith speed and efficiency. Assisted guests with placing orders in an informative and helpful fashion.Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.Delivered exceptional service by greeting and serving customers in a timely, friendly manner.Promptly served all food courses and alcoholic beverages to guests. Answered questions about menuselections and made recommendations when requested. Regularly checked on guests' satisfaction.Completed closing duties, including restocking items and closing out the cash drawer. Delivered anexceptional dining experience with friendly, fast service. Correctly calculated charges, issued billsand collected payments. Received frequent customer compliments for going above and beyondnormal duties. Facilitated prompt and accurate seating and service of all guests.

High School Diploma, Secretarial/ReceptionistArchbishop Prendergast High School － Drexel Hill, Pa., U.S.Specialized in business. Graduated in the top 85% of the class with honors.