Customer Service Management Coordinator

Opal Meredith Kitchin

Searcy, AR *****

Email: ***********@*****.***

Phone: +1-501-***-****

Objective

Motivated and adaptable professional with over 10 years of experience in customer service, management, and education. Highly detail-oriented, organized, and fast learner with a strong ability to thrive in fast-paced environments. Seeking a position where I can utilize my skills in customer service, communication, and problem-solving to contribute to the success of a dynamic organization.

Work Experience

Workforce Management Coordinator

World Travel Holdings

July 2024 – Present

Responsible for creating, updating, and maintaining daily work schedules for agents to ensure optimal coverage and service level adherence.

Monitored and responded to emails and voicemails to ensure timely issue resolution and effective communication with teams.

Evaluated and processed time-off requests, vacation approvals, and ensured adherence to company policies and staffing needs.

Utilized Real-Time Monitoring tools to track agent performance metrics such as service levels, abandonment rates, adherence, activities, and attendance, ensuring compliance with staffing requirements.

Used various software systems including Parallels, Microsoft Office Suite, and WEM to optimize workforce performance, monitor metrics, and generate reports.

Produced daily reports on absenteeism, shrinkage, and schedule compliance to identify trends and improve operational efficiency.

Analyzed real-time data to adjust staffing levels and proactively address issues, ensuring minimal delays and service disruptions.

Full Service Agent- Partner Brand Services

World Travel Holdings

July 2023-July 2024

Job Responsibilities included

Inbound Call and Customer Service Management: Acted as the primary contact for inbound customer inquiries, handling an average of 1-3 calls per hour while delivering exceptional service by actively listening to and addressing client concerns. Collaborated with leading travel suppliers, including Carnival, Royal Caribbean, and Norwegian, to facilitate travel reservations and promptly resolve any customer issues. Provided comprehensive information on various travel products and services, maintaining thorough knowledge to assist clients in making informed decisions.

Lead Follow-Up and Performance Metrics: Proactively engaged with potential customers through outbound calls to follow up on leads and nurture relationships to enhance satisfaction and drive conversions. Efficiently operated the company’s booking system and supplier websites to process reservations and manage customer accounts, ensuring accurate and up-to-date data entry. Consistently achieved key performance metrics such as conversion rates and calls handled per hour while utilizing internal support resources to resolve complex issues collaboratively, contributing to improved operational efficiency.

Homemaker / Mother / Homeschool Teacher

Family - Arkansas, Tennessee, Arkansas

June 2001 – Present

Managed all aspects of home life while supporting a husband with an active military career.

Homeschool educator responsible for developing and implementing lesson plans for children across various grade levels.

Volunteered in schools and substituted when needed, providing support to teachers and staff.

Adapted to diverse family situations, displaying exceptional time management, organization, and multitasking skills.

Custodial Worker

Aramark – Harding University, Searcy, AR

September 2022 – May 2023

Maintained cleanliness and sanitation in all areas of a large university facility.

Performed sweeping, mopping, vacuuming, dusting, and trash removal.

Ensured a safe and healthy environment for students and staff by following strict cleanliness protocols.

Cashier / Customer Service (Closer)

BP, Searcy, AR

April 2000 – February 2001

Closed the store nightly, handled merchandise counts, and completed daily financial reconciliations.

Managed large cash deposits and ensured accuracy in financial transactions.

Processed truck deliveries and restocked merchandise, ensuring the store maintained high operational standards.

Assistant Manager

Mapco, Memphis, TN

March 1997 – August 1998

Managed day-to-day operations, including employee scheduling, stock management, and ordering.

Oversaw the training and development of a team to deliver superior customer service.

Contributed to making the location the #1 store in the region during tenure.

Various Positions (Hostess, Waitress, Cashier, Busser, Dishwasher, Cook)

Waitress / Hostess

Denny’s, Memphis, TN

December 1995 – September 1997

Provided excellent customer service in multiple roles, including hostess, cashier, cook, and busser.

Ensured cleanliness and efficient operations in a fast-paced restaurant environment.

Assisted in food preparation and delivered a high-quality customer experience.

Education

General Educational Development (GED)

Arkansas Department of Education, Arkansas

July 1995

Southern New Hampshire University

Bachelor of Science – BS, Human Resources Management and Services

January 2025- Present

Honor Roll C-1 thru C-4 (Jan-Aug 2025) 4Terms

President’s List Complete Spring Terms Spring 2025 and Summer 2025

Skills

Customer Service (10+ years)

Workforce Management (1+ year)

Management & Supervision (10+ years)

Time Management (10+ years)

Attention to Detail (10+ years)

Problem-Solving (10+ years)

Cash Handling & Cashiering (10+ years)

Communication Skills (10+ years)

Active Listening (10+ years)

Microsoft Office Suite (5+ years)

Data Entry & Typing (7+ years)

Social Media Management (6+ years)

Teaching & Tutoring (10+ years)

Food Preparation & Food Safety (10+ years)

Retail Sales & Merchandising (10+ years)

Commercial Cleaning & Custodial (1+ year)

Certifications & Additional Training

Professional Attributes

Empathetic with a strong ability to diffuse difficult situations and provide solutions.

Quick to learn and adept at adapting to new tools, systems, and processes.

Equipped with a home office, including high-speed internet, a reinforced steel door for privacy, and a well-set-up computer environment.

Contact this candidate