K A T R I N A D E N I SE M C R A E

adtosu@r.postjobfree.com

*** ******* **** ***** *****, North Carolina 28120

336-***-****

PROFESSIONAL SUMMARY

Passionate and detail-oriented customer service professional with 15 years of experience. Trained in and successfully execute conflict resolution. Eager to build customer loyalty, applying interpersonal and good communication skills. Excellent time management, problem-solving, and leadership abilities.

SKILLS

•CLASS A DRIVER’S LICENSE CERTIFICATION

•Hotel Front Desk Check-in Services

Customer service

Call escalation

Multi-line telephone operations Product sales

Data entry Conflict resolution

Merchandise upselling Customer consulting

Product knowledge Call center procedures

EXPERIENCE

Lazer Spot

March 15, 2022- Present

Huntersville, North Carolina

Team Lead Trainer

Tractor Trailer backing to docks in narrow spaces. Shuttle various tractor trailers from warehouse to warehouse over the highway in a 20 mile one way radius.

160 Driving Academy Truck Driving School, October 2021-January 2022, Charlotte, North Carolina

Tractor Trailer backing maneuvers

Hyatt Centric South Park Hotel, August 2021-,March 2022

Charlotte, North Carolina

Front desk check-in customer service

Customer Service Representative Agent, US Airways/American Airlines, May 2006 -

May 12th, 2021, Charlotte, North Carolina

Supervised teams consisting of hundreds of sales representatives in customer sales and resources.

Trained, coached, guided, and mentored sales reps on sales and customer service techniques.

Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.

Recommended products and services to members and educated customers about relevant offerings.

Managed inbound and outbound calls to respond to inquiries and resolve concerns. Promoted best practices by identifying opportunities for process improvements and initiatives.

De-escalated customer complaints using practical techniques.

Exceeded requirements in providing products and services to customers at all times. Managed details of completing sales payments, refunds, and exchanges, including issuing store credit.

Monitored and resolved customer issues in timely manner.

Implemented best practices in fostering exceptional customer care support and satisfying customers.

Coordinated with team members to reach sales targets by supporting complete sales cycle.

Returned customer calls, responding to inquiries and complaints effectively. Resolved customer inquiries, complaints, and issues while proactively using practical techniques to provide solutions.

Responded to customer questions and complaints and documented consumer communications.

Answered incoming calls and assisted customers with questions.

Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs.

Addressed customer concerns and complaints, resolving issues quickly and efficiently. Responded to questions and followed up on customer interactions.

Assisted associates with problem resolutions.

Answered inbound calls to greet and assist customers with various needs and questions.

Trained and developed new team members on customer service initiatives and operational procedures.

EDUCATION

Sophomore year college level, Business and Nursing

University of North Carolina at Greensboro & Winston-Salem University - Greensboro, NC

KM

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