Cait Horzen
Summary
Results-oriented customer service professional with extensive experience in operations management and team leadership. Successfully optimized processes, enhanced customer experiences, and developed impactful training materials. Demonstrated expertise in building relationships with internal and external partners to drive continuous improvement and consistently achieve key performance indicators.
Overview
5
5
years of professional experience
Work History
Manager of Guest Services
Kohler Co.
Kohler, Wisconsin
04.2024 - Current
- Prioritize guest experience to ensure service excellence, achieving consistently high satisfaction ratings.
- Analyze customer feedback and performance metrics to identify areas for improvement, and implement solutions.
- Develop and maintain training materials for customer service team members to align interactions with brand standards.
- Resolved customer complaints promptly and professionally, while ensuring a high level of customer satisfaction.
- Document, evaluate, and refine customer service processes and procedures to promote operational efficiency.
Interim Spa Manager
Kohler Waters Spa
Chicago, Illinois
06.2023 - 04.2024
- Managed daily spa operations, leading a team of 50+ staff members, and ensuring adherence to the standards and performance metrics.
- Maintained exceptional customer service standards, leading to an increased guest satisfaction rate.
- Resolved customer complaints in a timely manner.
- Assisted in developing marketing strategies for increasing revenue from existing clients, as well as attracting new business.
- Conducted training sessions for new hires and implemented best practices for existing associates to elevate the guest experience.
Scheduling Coordinator
Kohler Waters Spa
11.2021 - 06.2023
- Demonstrated strong communication skills while interacting with guests and team members
- Proficiently utilized scheduling software and tools to maintain organized and efficient schedules
- Adapted quickly to changes and prioritize tasks to ensure smooth operations and optimal productivity
- Scheduled therapists based on guest demand to maximize profit
- Act as Manager on Duty which often entailed handling guest complaints and ensuring the team was upholding standards
Front Desk Receptionist
Kohler Waters Spa
03.2021 - 11.2021
- Greeted customers and answered inquiries in a friendly and helpful manner.
- Assisted with scheduling appointments, verifying guest information, and taking payments.
- Resolved guest complaints quickly and efficiently in order to maintain high levels of satisfaction.
Social Media Influencer
American Eagle Outfitters
03.2020 - 03.2021
- Developed and managed strategic social media campaigns driving engagement and followers for the brand
- Established a personal brand with a large following on Instagram
- Consistently analyzed social media metrics to optimize content and increase audience reach.
Education
Bachelor's Degree in Business -
University of Wisconsin At Green Bay
05-2024
High School Diploma -
Plainfield North High School
05.2019
Skills
- Passionate and Motivated Leader
- Strategic Focus
- Data Analysis
- Training & Development
- Customer Service Operations
- Problem Solving
- Quality Assurance
- Marketing
- Forbes 5-Star Training
- Communication
- Adaptability
- Microsoft Office
- Relationship Management
Affiliations
- Active volunteer within the community
- Core member of the company's Young Professionals Business Resource Group
Timeline
Manager of Guest Services
Kohler Co.
04.2024 - Current
Interim Spa Manager
Kohler Waters Spa
06.2023 - 04.2024
Scheduling Coordinator
Kohler Waters Spa
11.2021 - 06.2023
Front Desk Receptionist
Kohler Waters Spa
03.2021 - 11.2021
Social Media Influencer
American Eagle Outfitters
03.2020 - 03.2021
Bachelor's Degree in Business -
University of Wisconsin At Green Bay
High School Diploma -
Plainfield North High School
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