Customer Service Business Analysis

Katherine MacKinnon

910-***-**** ● *******************@*****.*** ● https://www.linkedin.com/in/katherine-mackinnon/ PROFESSIONAL SUMMARY

I am a detail-oriented and tech-savvy professional with experience in administrative support, legal office environments, and customer service. I am skilled in business analysis, scheduling, document management, and software tools such as Microsoft Office, Google Suite, and AI. I have strong communication, independence skills, and organizational abilities with a focus on process improvement and efficiency.

EDUCATION

University of North Carolina Wilmington

Bachelor of Science degree in Business Administration May 2025 CERTIFICATIONS

Coursera Project Network

Publishing corporate designs on Slack with Canva: February 2024 - Credential ID: WA2KLU7XUKRB

SEO with Squarespace: February 2024 - Credential ID: SM27HTMQFFJT

Get started with Jira: April 2024 - Credential ID: ZY8ZXUTMUJ9Z

Business Analysis & Process Management: July 2024 - Credential ID: P44XGV4XHCAG

SKILLS

• Software: Adobe Creative Suite (Acrobat, Illustrator, Express) BestNotes Canva Google Suite (Colab, Docs, Sheets, Slides) Jira Microsoft Office Suite (Access, Excel, Outlook, PowerPoint, Word) POS Slack Squarespace

• Technical: AI Tools (ChatGPT/OpenAI, Copilot, Gemini, Pi AI) C# Data analytics and visualization SEO SQL

• Business & Communication: Administration Business analysis Calendar management Communication Customer service Document management Filing Inbound calling Organization Outbound calling Process management Research Stocking Technical support Typing Writing WORK EXPERIENCE

D & A Assessment Services Wilmington, NC

Office Assistant March 2023-November 2024

• Acted as the primary point of contact for client communications via phone, email, text, and in-person through check-ins or other inquiries

• Coordinated appointment scheduling and managed calendars efficiently

• Performed administrative tasks including document filing, scanning, and tech setup for office equipment The Law Group Wilmington, NC

Intern May 2023-June 2023

• Supported attorneys in preparing legal documentation and organizing case files

• Attended client meetings and court proceedings

• Collaborated with legal staff on special projects in order to improve case preparation efficiency UNCW Recreation Center Wilmington, NC

Facilities Maintenance Team Member September 2021-March 2023

• Enhanced the facility cleaning process by reducing task completion time by 50%

• Ensured compliance with hygiene and safety standards throughout the center

• Reported and tracked maintenance issues to decrease downtime and improve safety Lowes Foods Wilmington, NC

Personal Shopper January 2022-December 2022

• Selected groceries based on customer preferences and dietary requirements

• Streamlined order fulfillment by cutting completion time from 1 hour to an average of 30 minutes

• Managed transactions, coupon handling, and supported additional retail operations including self-checkout and stocking

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