1. _____________Kristy Koenen
kristymkoenen@hotmail.com
824 Hazel Ridge Rd #807
Elkhorn, WI. 53121
(262) 492-8959
Seeking a Customer Service Lead position within a general business or office
environment, bringing the following experience, skills, and attributes:
Extensive experience in training, employment processes and orientation programs.
Interface well with others at all levels including patrons, professionals, students, clients, and employees
Hardworking with excellent interpersonal communication, customer service, and human resources skills
MS Office, Netsuite, SAP System, Data Entry, Lead Company Meetings, Hiring, Training, Screening, State and
Local hiring laws and regulations.
_______________________________________Education____________________________________
Burlington High School - Burlington, Wisconsin
-Completion of High School Diploma
University of Wisconsin Parkside - Kenosha Wisconsin
-Nursing and General Education courses completed
____________________________________Work Experience_________________________________
Zoro Janesville, Wisconsin
Transaction Specialist: August 2013 – Present
• Promoted to the Case Response Team in January 2014
• Responsible for responding to Customer cases on a daily basis with accurate, thorough information
• Assist in maintaining daily caseloads of over 600 with the Case Response Team & Customer Service Department
• Created Canada Case Responses along with general Cases Responses for the CSD to utilize in Netsuite
• Assist in maintaining the escalated cases through the Ebay Resolution Center
• Promoted to Transaction Specialist in December 2014
• Responsible for working the SBWP – SAP Business Workplace
• Effectively provided TS Team counts to the Leadership Teams
• Responsible for sending TS Team sections of the ZZSDBOR – Backorder Reports
• Assist in managing the daily ZZSDBOR – Backorder Reports
• Effectively handle Group Chat questions regarding ZS and ZST orders for the Customer Service Department
• Responsible for maintaining the Returns Log communications with Fifth Gear
• Assisted in creating a Third Party Returns Process that could ultimately save Zoro hundreds of thousands ofdollars
• Responsible for maintaining all Third Party Freight Returns submitted via Sharepoint
• Effectively submit TPCS forms to Grainger for Third Party items
• Effectively submit Third Party Freight Claims to the Grainger Freight Claim Team
• Responsible for communicating any disposition of Third Party items with Fifth Gear and EA Logistics
• Responsible for maintaining the Third Party > 10 Days Report captured in Netsuite
• Assist in handling Third Party Sharepoint requests for status/cancellation of orders with Fifth Gear
• Assist in maintaining the Vendor Problem Log communications with Fifth Gear
• Assist in maintaining the Aged Inventory Log communications with Fifth Gear
• Responsible for handling the Customer Service Log communications with Fifth Gear
• Assist in reporting discontinued items to Zoro Technical Team in efforts to remove them from the online stores

2. • Provided assistance with handling Lead Chat questions as well as the Help Phone when needed
• Effectively handle customer requests and complaints via email and phone daily
• Assisted Leads with monitoring and training of new employees
• Assisted in creating a Training Document while also training this new process to other Customer Service
Associates: How to Save PO’s to Customer PO Library
• Assisted in creating a Guideline of Processes for the Case Response Team to use when interacting with the
Technical Product Specialists
Masterson Staffing Solutions Delavan, Wisconsin
Recruiter: December 2011 - August 2012
• Analyze applicant requirements by studying job description and job qualifications
• Conduct follow-up activities with candidates and clients to ensure satisfaction
• Responsible for maintaining confidentiality
• Verified reference checks on candidates to ensure authenticity of stated skills and experience
• Qualifying candidates by conducting telephone and in-person interviews to obtain work history,
education, training, job skills and salary requirements
• Coordinate weekly payroll, and process invoices
Chili’s Restaurant Delavan, Wisconsin
Lead Trainer: April 2009 - Present
• Provided overall supervision of the dining room
• Effectively handled customer requests,complaints, and comments
• Provided exceptional customer service on a daily basis
• Responsible for maintaining accurate payment exchanges
• Assisted in departmental duties such as serving and bartending
• Provided orientation and training to new employees
• Created scheduling of training requirements
Wal-Mart Corporation Lake Geneva, Wisconsin
Cashier: October2006 - March 2009
• Monitor cashier station to ensure adequate cash availability
• Processed merchandise returns and exchanges
• Compiled and maintained non-monetary reports and records
• Maintained accurate payment exchanges
• Offer customer carry-out service at the completion of transactions
___________________________________Career Summary__________________________________
Possess excellent communication skills with the ability to work independently, or as part of a team.
Continuously met project deadlines, and maintain a high level of adaptability, and confidentiality