CATHERINE D. ALLEN

**** ********* **. #*

Findlay, OH 45840

419-***-****

advcru@r.postjobfree.com

SUMMARY

EXPERIENCE

ADDITIONAL EXPERIENCE

Highly dependable, organized, detail-oriented manager. Possesses an extensive and proven track record of motivating, coaching, and mentoring customer service representatives. A creative problem solver, who develops new ideas to create sales. All facets of overseeing all store daily operations. Effectively motivate and manage my team to hit our store goals. Implemented Employee Recognition programs to reward employees for increasing conversions by 10%. Coached team to achieve 98% or higher quality of calls improvement as a team. Attendance and quality improved both individually and collectively each month. Reduced number of agent errors significantly through effective coaching and mentoring Ensured that newly hired agents acquired skills necessary to perform their position effectively. Measured agents' improvement consistently week after week in sales and call quality. Trained agents in proper procedures in handling calls an reservations made through Expedia, Booking.com, and other online travel agencies. Created Top Training Class Completion to reduce turnover during the first 30 days and extending to three months. Created training program to improve agents' negotiation skills to close the sale. RITE AID

Assistant Manager, 2019 to present

G6 HOSPITALITY, Columbus, Ohio

Operations Supervisor, 2013 to 2019

Coached and managed a team of 25 to 40 sales agents in the contact center. Implemented policies and key performance indicators (KPI) for daily operations. Elevated employee sales skills through incentive KPI scores. Serviced customers in best-in-class economy lodging. Prepared and educated agents for international expansion.

Trainer, 2012 to 2013

Promoted within a year for outstanding performance. Trained an average of 45 new team members (customer service representatives) each week. Engaged new hires in onboarding process of systems and sales. General Reservations Agent, 2011 to 2012

Created North American bookings. Recognized with multiple awards - Millionaires' Club, "Shining Star," and highest team in-queue rate. MEDICAL CONNECTIONS, Lima, Ohio, Retail Store Manager, 2008 to 2011. Monitored inventory processes for medical supplies and resources. Managed all financials an business reporting. Hired, trained, and scheduled to cover retail store needs. Met with area business, schools, and non- profit organizations to introduce the concept of both a voucher and payroll deduction system. Contracted with businesses, schools, and non-profit organizations yearly to increase sales by 300% on medical equipment and clothing. Customized display windows and store displays creatively and attractively to increase sales.

EDUCATION

APOLLO CAREER CENTER, Lima, Ohio, State Certification: Business & Computer Operations GB HOSPITALITY MANAGEMENT COURSES, Situational Leadership I and II, Art of Effective Coaching, Art of Critical Thinking/Decision Making

MANAGEMENT CERIFICATIONS

Applied Critical Thinking

Self-Awareness & Self-Management

Development and Reputation Management for Business