Kiara Knapp
Marietta
Summary
As the visionary behind Mama Bear Bakery, I leveraged my expertise in business planning and exceptional customer relations to significantly enhance client satisfaction and loyalty. My strategic approach to financial management and innovative marketing campaigns led to a noticeable increase in revenue, establishing a robust foundation for long-term success.
Overview
11
11
years of professional experience
Work History
Owner
Mama Bear Bakery
2785 Cold Springs Trl. Marietta, GA 30064
06.2018 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
- Evaluated sales reports and financial statements to manage cash flow and develop techniques to improve business.
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Launched new products or services by conducting market research, identifying opportunities, and developing targeted promotional campaigns.
- Increased revenue by implementing effective marketing strategies and establishing strong customer relationships.
- Implemented cost-saving measures without compromising on product or service quality.
Level Two Customer Service Representative
Floor & Decor
Marietta, GA
01.2016 - 06.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Customer Service Representative
Alorica/ Verizon Project
Smyrna
02.2015 - 12.2015
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
Bed Bath and Beyond
Kennesaw, GA
03.2014 - 01.2015
- Customized sales pitches to match customer needs, leading to higher conversion rates.
- Fostered positive team environment, encouraging collaboration and efficiency among team members.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Informed customers of promotions to increase sales productivity and volume.
- Streamlined returns process, reducing wait times and improving customer experience.
- Trained new employees on customer service, money handling and organizing strategies.
- Stayed current on company offerings and industry trends.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
Education
Associate of Arts - Culinary Arts
Chattahoochee Technical College
Marietta, GA08-2019
Skills
- Customer relations
- Small business operations
- Relationship building
- Verbal and written communication
- Client service
- Business planning
- Financial planning
- Employee scheduling
Timeline
Owner
Mama Bear Bakery
06.2018 - Current
Level Two Customer Service Representative
Floor & Decor
01.2016 - 06.2018
Customer Service Representative
Alorica/ Verizon Project
02.2015 - 12.2015
Customer Service Representative
Bed Bath and Beyond
03.2014 - 01.2015
Associate of Arts - Culinary Arts
Chattahoochee Technical College