- Enjoy participating in overall gym activity for overall physical and mental well-being
- Cooking
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Camping
- I like working with my hands and fixing things
- Baking
- High-Intensity Interval Training
- Hiking
Declan OShea
Sonora
Summary
Proven leader at Kohls Department Store, adept in complaint resolution and team training, I enhanced customer satisfaction and team performance significantly. Skilled in customer support and escalation management, I led initiatives that cut complaint escalations by over 50%, showcasing my ability to prioritize work and mentor teams for peak efficiency.
Professional with strong background in customer service, adept at leading and supporting teams to achieve goals. Skilled in problem-solving, communication, and conflict resolution, with flexible approach to dynamic environments. Reliable and results-driven, fostering collaborative atmosphere to consistently meet and exceed expectations.
Overview
4
4
years of professional experience
Work History
Lead Customer Service Representative
Kohls Department Store
01.2024 - Current
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
Lead Online Sales Associate
Kohls Department Store
10.2024 - 01.2025
- Enhanced customer engagement by promptly addressing inquiries and providing accurate product information.
- Processed online orders to ensure timely and accurate delivery to customers.
- Improved sales through effective online marketing strategies and promotions.
- Managed inventory levels, preventing stockouts and ensuring product availability.
- Increased customer satisfaction with personalized recommendations and support.
Entry Level Sales Associate
Kohls Department Store
06.2021 - 10.2023
- Improved customer satisfaction by assisting with product selection and providing detailed information.
- Assisted with customer inquiries and resolved issues for enhanced shopping experience.
- Exceeded sales targets by effectively promoting new product lines.
- Achieved sales goals with attentive service and personalized recommendations.
Education
Bachelor of Science - Political Science
San Francisco State University
San Francisco, CA05-2025
Associate of Science - Political Science
Monterey Peninsula College
Monterey, CA12-2023
Skills
- Complaint handling
- Team member training
- Call management
- Work prioritization
- Account management
- Escalation management
- Customer support
- Willingness to lead
- Order processing
- Appointment scheduling
- Customer account management
- Complaint resolution
- Fast learner
- Customer service
Accomplishments
- Supervised team of 8 staff members.
- Documented and resolved issues with our workflow in our online processing department which led to the lowest cancellation rate of any store within the district.
Interests
Timeline
Lead Online Sales Associate
Kohls Department Store
10.2024 - 01.2025
Lead Customer Service Representative
Kohls Department Store
01.2024 - Current
Entry Level Sales Associate
Kohls Department Store
06.2021 - 10.2023
Bachelor of Science - Political Science
San Francisco State University
Associate of Science - Political Science
Monterey Peninsula College
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