Kathryn E Burns

***** ********* *******, ****** ** 78729 C: 512 -228-0095 Email: acowy7@r.postjobfree.com

Objective

My objective is to offer my skills to your company, especially in the fields of administration, client relations, sales

and marketing. I am self -motivated and able to work both independently and as a collaborative team member.

Education

01/2012 – 12/2013 The University of Texas at San Antonio San Antonio, Texas

Bachelor of Science in Civil Engineering

08/2010 – 12/2011 Northwest Vista College San Antonio, Texas

Associate of Science in Engineering

Recent Accomplishments

Apple Inc., Drafted standardized positioning guide to help agents resol ve caller and avoid a call back

Apple Inc., W on weekly team challenge with a Customer Satisfaction rating of 100%

Recent Experience

09/2014 – 01/2015 Apple Inc., Online Store Support Specialist, Contracted

Handled post-sale customer inquiries for the Australia, and New Zealand market. I nteractions were

non-scripted. Metrics focus environment.

Appropriated internal resources to establish complete solution options, and to set expectations and next

steps for all order-related issues Documented detailed notes on all internal and customer interactions via

CRM software

Collaborated with colleagues in internal and external depts. when necessary

W orked closely with management – executed timely responses to daily emails, participated in meetings

weekly - one-to-ones with management, assemblies with team – followed by written recap reports

Aided customers in troubleshooting basic program and software issues

Navigated multiple desktops faces during calls

Applied independent research and deductive reasoning to construct optimal solution

Exercised sales techniques – placed orders, up-sold products and services – enhanced customer

experience and company utilization

10/2012 – 08/2014 GMR Marketing - San Antonio to Austin, Texas - Brand Ambassador

Interacted with the consumer on a face-to-face basis

Developed and maintained customer rapport and brand loyalty

Persuaded customer to consent contact from the client over various mediums

Hit lead generation quota

02/2014 – 05/2014 Harte Hanks, Social Media Specialist

Managed customer inquiries relating to the WWE Network via social media outlets

Handled technical related inquires; advised customers on how to troubleshoot use the program, etc.

Utilized Oracle CRM software

01/2012 – 09/2013 American Laser Skincare, Team Lead, Contracted

Oversaw brand ambassadors and helped generate leads at high traffic trade events around Texas

Answered all questions, and articulated the feature and benefits of ALS products and services

Reported event details and team metrics to employer and client at the close of each event

Duties fulfilled under little supervision – virtual communication with supervisors

Skills

W ord Office Professional QuickBooks Strong Presentation Skills

Self-Starter Recap Reporting Social Media Communication

Navigating Oracle Products Can-Do Attitude Team Player

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