Results-Driven Customer Service Professional with Leadership /analysis
Resume:
Katrina Kalinich
Las Vegas, NV *****
*************@*****.***
Professional Summary
Results-driven customer service professional with 10 years of experience in the car rental and call center industries. Proven ability to build rapport with customers, ensuring satisfaction and understanding of services. Demonstrated leadership as a team leader, managing shifts and enhancing customer experiences. Skilled in sales and phone etiquette, consistently exceeding performance expectations and fostering positive client relationships.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Call Center Agent
Sutherland Global Systems-Las Vegas, NV
March 2015 to October 2016
Answered inbound calls for at&t and directv customers. I helped customers better understand their bills and answered any questions regarding their service. Stay at Home Mom
home-Las Vegas, NV
July 2013 to January 2015
Car Rental Agent
Fox Rent A Car-Las Vegas, NV
October 2011 to February 2013
I worked closely with customers to get them in a vehicle that would best fit them for the duration of their reservations. I went over all insurance options and any extras the cust may need. I also built rapport with the customers, so I can make sure that they can get the best vehicle that suits them which at times would be an upgraded vehicle. I would be assured that I was able to satisfy all customer needs and that I went over each contract with the customers and they understood before signing it and leaving with the vehicle. Car Rental Agent
National Alamo Rental Car-Las Vegas, NV
March 2010 to January 2011
I worked closely with customers to get them in a vehicle that would best fit them for the duration of their reservations. I went over all insurance options and any extras the cust may need. I also built rapport with the customers, so I can make sure that they can get the best vehicle that suits them which at times would be an upgraded vehicle. I would be assured that I was able to satisfy all customer needs and that I went over each contract with the customers and they understood before signing it and leaving with the vehicle. Car Rental Agent
Payless Car Rental-Las Vegas, NV
March 2007 to August 2009
I started as a lot attendant, handing out keys and answering phones, I became interested in the rental agent position and was given the chance to try it out for a trial and found out that I was able to fill this position beyond mine and my managers expectations. I soon became the top sales agent and was very eager to progress in my position. I learned how to build rapport in a timely manner with our customers,which helped me to put the customer in the vehicle that was perfect for what the customer needed it for.i truly exceled in my customer service and sales skills with the tools I received from this job. Call Center Agent
ClientLogic (now sitel)-Las Vegas, NV
June 2006 to January 2007
Took inbound calls for directv customers helping them troubleshoot any problems they may be having with their service.
Sonic Carhop
Sonic Drive-In-Las Vegas, NV
April 2004 to March 2006
I started as a skating carhop delievering food to customers in a fun and timely manner. I quickly progressed in this position and was given the job title of a team leader. I was soon trusted to open and close the store and manage a shift under my supervision, any situations during my shift I had to take care of on my own using my skills to take care of situation in a timely manner and leaving the customer happy with our service
Education
Medical administrative assistant (Associate)
Ultimate Medical Academy-Tampa-Las Vegas, NV
January 2017 to February 2019
High school diploma or GED
Skills
• Ethernet
• Software troubleshooting
• Outbound sales
• Typing
• Technical troubleshooting support
• Computer operation
• Canvassing
• Equipment troubleshooting
• Microsoft Outlook
• Patient care
• Customer Service Skills (10+ years)
• Call center agent experience
• CRM system proficiency
• Interpersonal skills
• Live chat
• Organizational skills
• Phone etiquette
• Microsoft office and microsoft word (4 years)
• Sales (8 years)
• Customer service
• Management (10+ years)
• Computer skills
• Time management
• Achieving sales targets
• Customer service manager experience
• Technical Proficiency
• Computer literacy
Certifications and Licenses
Driver's License
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