Catherine Aloisio

Casper

Summary

Dynamic customer service professional with a proven track record at Summit Fire & Security, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction and loyalty through effective complaint handling and upselling strategies. Skilled in data entry and team development, consistently exceeding performance metrics and fostering a collaborative environment.

Overview

years of professional experience

Work History

Customer Service Representative

Summit Fire & Security

02.2021 - 09.2025

Assisted customers with inquiries and product information to enhance satisfaction.
Processed orders and returns accurately using company software systems.
Collaborated with team members to resolve customer issues efficiently.
Maintained knowledge of products and services to provide informed support.
Adapted to changing priorities and handled high-volume calls effectively.
Engaged in training sessions to improve customer service skills and techniques.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Collaborated with team members to develop best practices for consistent customer service delivery.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Boosted team morale by consistently recognizing colleagues' contributions and achievements.

Training Coordinator

Texas Roadhouse

11.2015 - 01.2021

Developed training programs to enhance employee skills and knowledge retention.
Coordinated logistics for training sessions, ensuring materials and resources were prepared in advance.
Evaluated training effectiveness through participant feedback and performance assessments.
Collaborated with department heads to identify training needs and align programs with organizational goals.
Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.

Team Lead

Taco Bell

05.2010 - 01.2015

Led cross-functional teams to enhance project delivery and operational efficiency.
Developed training programs to improve team performance and skillsets.
Implemented process improvements resulting in streamlined workflows and reduced downtime.
Coordinated project timelines, ensuring alignment with strategic goals and stakeholder expectations.
Processed customer transactions efficiently using point-of-sale systems.
Maintained accurate cash drawer by reconciling daily sales and deposits.
Trained new staff on cash handling procedures and store policies.
Implemented inventory management practices to reduce stock discrepancies.
Developed strategies to improve checkout speed during peak hours.
Monitored store environment for cleanliness and organization standards.

Education

High School Diploma -

Westwood High

Gillette, WY

Skills

Customer service
Active listening
Critical thinking
Data entry
Problem resolution
Relationship building
Conflict resolution
Complaint handling
Microsoft Excel
Payment processing
Client relations
Customer satisfaction measurement
Professional telephone demeanor
Scheduling
Follow-up skills
Product knowledge
Order processing
Team development
Documentation
Administrative support

Data collection
Prioritization
Staff training
De-escalation techniques
Building rapport
Quality control
Filing
Customer education
Product sales
Assertiveness
Store maintenance
Recordkeeping strengths
Account updating
Research
Account management
Conflict mediation
Retail store support
Stock management
Service standard compliance

Timeline