Catherine Conway
Columbus,OH
Summary
Proven track record in enhancing customer loyalty and streamlining operations, demonstrated at Joe's Drain Cleaning. Expert in conflict resolution and office administration, achieving significant improvements in customer satisfaction and team efficiency. Skilled in active listening and meticulous attention to detail, fostering strong relationships and operational excellence.
Committed to delivering outstanding support and creating memorable experiences for customers. My career has been driven by a passion for problem solving, understanding customer needs, and building strong, lasting relationships.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Experience Administrator
Joe's Drain Cleaning
03.2020 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered prompt service to prioritize customer needs.
- Identified and resolved discrepancies and errors in customer accounts.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Utilized customer feedback to improve customer service.
- Provided customers with information on products and services.
Retail Associate
Kohl's
10.2018 - 11.2018
- Maintained a clean and welcoming store environment to enhance the overall shopping experience for customers.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed inventory effectively, ensuring proper stock levels and timely replenishment of merchandise.
- Handled cash transactions accurately, maintaining balanced registers and reducing discrepancies during shift changes.
- Maintained organized fitting rooms, ensuring customer had a rack to put unwanted clothes
Food Service Worker
Olive Branch Pizza
07.2017 - 01.2018
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Maintained safety standards by properly handling food and adhering to sanitation guidelines.
- Greeted customers at counter to fulfill requests and answer questions.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Operated cash register accurately, managing transactions efficiently while providing excellent customer service.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
- Learned other teammates' work tasks to train as backup.
Education
High School Diploma -
Homeschool
Lithopolis, OH05.2019
Skills
- Customer Service
- Phone Etiquette
- Attention to Detail
- Office Administration
- Scheduling
- Relationship Development
- Active Listening
- Conflict Resolution
Certification
- Level 1 Customer Service Representative Power Selling Pros 2022, October
- Level 2 Customer Service Representative Power Selling Pros 2023, February
Timeline
Customer Experience Administrator
Joe's Drain Cleaning
03.2020 - Current
Retail Associate
Kohl's
10.2018 - 11.2018
Food Service Worker
Olive Branch Pizza
07.2017 - 01.2018
High School Diploma -
Homeschool
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