1. Career Overview
Core Strengths
Skills and Accomplishments
Work Experience
KATHLEEN BROWN
1168 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 to
company success. Results-driven receptionist with proven ability to establish rapport with clients.
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Courteous demeanor
Strong organizational skills
Energetic work attitude
Customer service expert
Telecommunication skills
Adaptive team player
Customer Interface
Greeted customers upon entrance and handled all cash and credit transactions.
Assisted customers over the phone regarding store operations, product, promotions and
orders.
Multi-tasking
Cashiered with two cash registers at once in tandem to maximize customer flow.​
Customer Service
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Apr 2011 to CurrentCustomer Service Associate
Wawa, Inc. － Malaga, NJ
Prevented store losses using awareness, attention to detail and integrity. Developed highly
empathetic client relationships and earned reputation for exceeding sales goals. Cross-trained and
provided back-up for other customer service representatives when needed. Achieved high sales
percentage with consultative, value-focused customer service approach. Worked as a team
member performing cashier duties, product assistance and cleaning. Expressed appreciation and
invited customers to return to the store. Successfully interacted with customers and retail buyers to
expedite orders. Assisted customers with store and product complaints. Responsible for ringing up
customers in a timely manner and guaranteeing high level of customer service. Assisted customers
in finding out-of-stock items. Recommended, selected and helped locate merchandise based on
customer needs and desires. Communicated all merchandise needs or issues to appropriate
supervisors. Organized the store by returning all merchandise to its proper place. Maintained
up-to-date knowledge of store policies regarding payments, returns and exchanges. Excelled in
exceeding daily credit card application goals.

2. Aug 2008 to Aug 2010Teacher's Aide/Autistic Children
Primos Elementary School － Aldan, Pa
Applied the positive reinforcement method to redirect negative behaviors. Promoted language
development skills through reading and storytelling. Conducted small group and individual classroom
activities based on differentiated learning needs. Observed students to supply teachers with
feedback regarding potential learning blocks and opportunities for support. Helped prepare daily
lesson plans for activities and lessons. Supplied one-on-one attention to each student, while
maintaining overall focus on the entire group. Physically and verbally interacted with students
throughout the day to keep them engaged. Supported students in developing strategies for individual
needs and classroom group dynamics. Encouraged students to be understanding of and helpful to
others. Observed and assessed student performance and kept thorough records of progress. Managed
classrooms of 10 to 20 students during the absence of assigned teachers. Tutored children
individually and in small groups to help them with difficult subjects. Established positive relationships
with students, parents, fellow teachers and school administrators. Accepted coaching from fellow
teachers and administrators and immediately incorporated feedback.
Jan 2000 to Jul 2008Receptionist/Office Manager
Nichols Plumbing & Heating Co. Inc. － Upper Darby, Pa.
Worked quickly and efficiently, with minimal oversight, to accomplish assigned duties. Managed
payroll and time and attendance systems. Monitored daily banking transactions. Prepared purchase
orders and expense reports. Handled incoming and outgoing correspondence, including mail, email
and faxes. Screened telephone calls and inquiries and directed them as appropriate. Devised and
maintained office systems to efficiently deal with paper flow. Organized personal and professional
calendars and supplied reminders of upcoming meetings and events. Conducted extensive online and
phone research. Typed documents, updated websites and compiled information for meetings.
Mar 1998 to Nov 2000Receptionist for Environmental Assessments
Contech Services － Broomall, Pa.
Scanned and filed forms, reports, correspondence and receipts. Retrieved requested files and
delivered to appropriate personnel. Operated office equipment such as copiers and fax machines.
Entered information into computer databases. Processed and routed incoming mail. Destroyed files
and materials upon request. Contacted staff and customers to retrieve files. Wrote professional
business correspondence. Looked up information with computer programs.
Feb 1997 to Nov 1998Statistical Clerk
T.V. Guide － Radnor, Pa.
Conducted business to business telephone sales. Contacted new and existing customers to discuss
how their needs could be met with specific products and services. Responded to all customer
inquiries in a timely manner. Maintained detailed account records and contact logs using Windows 95
and Corel Word Perfect. Compiled statistical information for special reports. Verified and logged in
deadlines for responding to daily inquiries.
Jun 1996 to Oct 1998Bartender/Hostess
Red Lobster Restaurant － Springfield, Pa
Assisted diners with seating as needed Assisted co-workers. Cleaned and maintained the beverage
area, display cases, equipment, and order transaction area Cleaned bars, work areas, and
tables. Greeted customers in the restaurant, took and rang up orders, handled payment and thanked
customers Greeted guests and sat them at tables or in waiting areas. Informed patrons of
establishment specialties and features. Planned food for parties, luncheons and special functions.

3. Educational Background
May 1987 to Jun 1996Supervisor/Bartender/Hostess/Waitress
Adam's Mark Hotel － Philadelphia, Pa.
Communicated with customers regarding orders, comments, and complaints Ensured consistent
high quality of plate presentation Made and served drinks to guests and cocktail servers following
established guidelines, procedures, and policies Maintained contact with kitchen staff,
management, serving staff, and customers Monitored food distribution, ensured meals were
delivered to the correct recipients and that guidelines for special diets were followed Notified
kitchen personnel of special orders Observed diners to anticipate any additional needs and respond to
requests. Provided customers with product details, such as coffee blend and preparation descriptions
Provided guests with menus Received and recorded patrons' dining reservations Responded to
resident or guest complaints regarding food or service Served residents and guests during meal times
with 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 menu
selections and made recommendations when requested. Regularly checked on guests' satisfaction.
Completed closing duties, including restocking items and closing out the cash drawer. Delivered an
exceptional dining experience with friendly, fast service. Correctly calculated charges, issued bills
and collected payments. Received frequent customer compliments for going above and beyond
normal duties. Facilitated prompt and accurate seating and service of all guests.
High School Diploma, Secretarial/Receptionist
Archbishop Prendergast High School － Drexel Hill, Pa., U.S.
Specialized in business. Graduated in the top 85% of the class with honors.