Catherine Dixon
Oak Grove,KY
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Highly-motivated with desire to take on new challenges.
Overview
7
7
years of professional experience
Work History
Customer Service Associate
Lowes Home Improvment
Hopkinsville, Kentucky
04.2023 - 08.2023
- Greeted customers and identified their needs.
- Provided information about products and services available to customers.
- Processed customer orders accurately and efficiently.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Resolved customer inquiries in a timely manner.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Followed up with customers after purchase to ensure satisfaction.
- Tracked inventory levels of popular items to ensure availability for customers' orders.
- Suggested product solutions based on individual customer needs.
- Answered phone calls from customers promptly and courteously.
- Handled cash register operations accurately during peak times.
- Maintained knowledge of current sales promotions and new product releases.
- Compiled daily sales reports for management review.
- Offered suggestions to improve processes related to customer service activities.
- Kept work area neat, clean, and well-stocked at all times.
- Performed additional duties as assigned by management team.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Consulted with customers regarding needs and addressed concerns.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Educated customers on special pricing opportunities and company offerings.
- Improved customer service wait times to mitigate complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Daycare Teacher
The red barn childcare and preschool
Clarksville, Tennessee
10.2022 - 04.2023
- Developed lesson plans and activities to engage children in learning.
- Conducted assessments of student performance and progress.
- Created a positive, nurturing environment for young students.
- Encouraged creativity through art projects and storytelling.
- Assisted with toilet training and diaper changing when necessary.
- Provided guidance on social development issues such as sharing, following directions.
- Taught basic language skills including reading readiness, phonics, writing.
- Utilized positive reinforcement techniques to promote desired behavior in children.
- Managed record keeping duties such as attendance records and daily reports of individual child activities.
- Communicated regularly with parents regarding their child's progress or behavioral issues.
- Collaborated with colleagues to brainstorm ideas for classroom activities.
- Adapted teaching methods based on individual student needs.
- Observed health practices such as proper handwashing procedures.
- Ensured safety of all children by monitoring playground equipment use.
- Maintained supplies inventory for the classroom including art materials and books.
- Participated in staff meetings and professional development workshops.
- Supervised circle time, free play, outside play and learning and developmental activities.
- Communicated with children's parents and guardians about daily activities, behaviors and problems.
- Taught children foundational skills in colors, shapes and letters.
- Read aloud and played alphabet games to encourage early literacy.
- Implemented hands-on, play-based strategies for experiential learning.
- Organized and led activities to promote physical, mental and social development.
- Controlled classroom environments with clearly outlined rules and positive reinforcement techniques.
- Monitored children's play activities to identify additional learning opportunities or behavioral issues.
- Supported children's emotional and social development by adapting communication tactics for differing client needs.
- Sparked creativity and imagination by helping children discover new things each day.
- Introduced learning activities and imaginative play to teach children to explore.
- Enhanced sensory abilities by giving children access to numerous textures and shapes.
- Observed behavioral issues to alert parents or guardians.
- Engaged with children on individual basis to build positive, trusting relationships.
- Maintained daily records of individual activities, behaviors, meals and naps.
- Organized creative and fun activities, enhancing children's physical, emotional and social well-being.
- Built and strengthened positive relationships with students, parents and teaching staff.
- Instructed and assisted children in eating, toileting and resting to help develop healthy personal habits.
- Read stories to children and taught painting, drawing and crafts.
- Incorporated music and art activities to encourage creativity and expression.
- Removed hazards and developed appropriate boundaries and rules to create safe environment for children.
- Observed children for signs of illness, injury, emotional disturbance, learning disorders and speech problems.
- Implemented behavior modeling and positive reinforcement into daily routines.
- Communicated with parents regularly to maintain student progress, schedule meetings and increase overall student happiness.
- Planned and implemented lessons using various teaching strategies to meet diverse student needs.
- Observed children to record development.
- Monitored student progress to ensure cooperation and growth.
- Met with parents and guardians to discuss students' progress and areas requiring improvement.
Kennel Worker
Kathy's Pampered Paws
Clarksville, TN
03.2021 - 04.2022
- Cleaned and disinfected cages, kennels, runs, and animal holding areas.
- Provided food, water, and bedding for animals in care.
- Greeted customers and provided information about services offered by the kennel.
- Observed animals' behavior to detect signs of illness or injury.
- Administered medications as directed by veterinarians.
- Assisted with grooming activities such as brushing fur and trimming nails.
- Monitored animals for signs of stress or discomfort while in the facility.
- Maintained records of animal feedings, medications administered, and other pertinent information.
- Performed basic office tasks such as answering phones and scheduling appointments.
- Trained new staff members on proper animal handling techniques.
- Communicated effectively with owners regarding their pet's care plans.
- Provided emotional support to pets who experienced separation anxiety from their owners.
- Organized supplies needed for daily operations of the kennel facility.
- Sanitized equipment used during grooming processes according to established guidelines.
- Followed up with pet owners after their visits to check on the pet's progress.
- Kept work area clean and organized at all times according to company standards.
- Cleaned cages in accordance with health code requirements to ensure sanitary environment for animals.
- Supported animal health by keeping areas clean, neat and properly sanitized.
- Prepared food to meet needs of animals under care with appropriate meals.
- Stayed on top of laundry, sweeping and disinfection protocols.
- Monitored safety of every animal to prevent injuries from other animals or environmental hazards.
- Removed waste from kennels, runs and exercise areas and placed in trash receptacles or in-ground septic systems.
- Promoted optimal animal health by feeding and watering on regular schedule.
- Kept dogs safe by remaining alert to environmental conditions and nearby animals.
- Attended to sick or injured animals by securing veterinary care and notifying owners quickly of pet's condition.
- Assisted grooming staff with nail clipping, blow-drying and combing during peak hours and holidays.
- Maintained clean and orderly play yards, kennels and cages.
- Created consistent workflows by assisting with washing, drying and folding duties.
- Explained lodging, grooming and care services to pet owners and cross-sold specialty products.
- Followed consistent safety procedures, maintained visible animal identification and checked tags to minimize care errors.
- Calculated payments by keeping accurate daily log of time spent with dogs, detailing activities and services provided.
- Refilled shampoo bottles, sanitized clippers, combs and brushes and placed clean towels at each station following shift completion.
- Fed and watered animals in care, following special diets and regular medication administration schedules.
- Played with dogs and cats to maintain socialization and reduce stress.
- Followed precise feeding instructions and schedules for animals under care.
- Cleaned and sanitized equipment and surfaces to protect animal and staff health.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Bathed and groomed pets using gentle techniques.
- Delivered excellent service to pet owners to drive repeat business.
- Emptied litter boxes, refilled with fresh litter and cleaned animal bedding.
- Cleaned and maintained kennels, holding areas and surgical rooms.
Veterinary Assistant
Animal clinic of North Clarksville
Clarksville, TN
07.2021 - 01.2022
- Assisted veterinarians in examining, diagnosing and treating animals for various illnesses and injuries.
- Administered vaccinations, medications and treatments as prescribed by the veterinarian.
- Provided detailed patient care instructions to pet owners.
- Maintained accurate medical records of all patients.
- Cleaned and sterilized exam rooms between appointments.
- Gathered specimens such as urine, blood and fecal samples for laboratory analysis.
- Performed routine laboratory tests including urinalysis, microbiology cultures and hematology.
- Restrained animals during examination or treatment procedures using appropriate techniques according to species size and temperament.
- Monitored vital signs of hospitalized animals including temperature, pulse rate, respiration rate and other parameters as necessary.
- Recorded patient food and water intake and output levels on a daily basis.
- Assisted in surgery preparation by setting up instruments, supplies and equipment prior to procedure start time.
- Dispensed medications orally or topically as directed by veterinarian.
- Observed patients' conditions post-treatment or surgery to ensure healing process was progressing well.
- Ensured that cages were kept clean at all times.
- Answered phone inquiries from clients regarding appointment scheduling, services offered.
- Provided emotional support to pet owners during difficult times.
- Educated clients on proper animal health care routines.
- Attended regular continuing education courses related to veterinary medicine.
- Assisted veterinarians in examining animals.
- Restrained and stabilized animals during examination and treatment to prevent injuries.
- Obtained information and history from clients to maintain medical charts.
- Released patients to owners with care directions from veterinary staff.
- Communicated with veterinarians and staff members to maintain patient flow.
- Cared for animals in post-operative recovery by closely monitoring vital signs and progress.
- Assisted doctors and technicians by soothing upset or frightened animals.
- Addressed healthcare needs of animals by coordinating with veterinarians and following orders.
- Scrubbed, counted and packed surgical instruments and drapes for autoclave sterilization.
- Documented and tracked treatment activities.
- Organized operating room ahead of procedures and assisted veterinarians during surgeries.
- Helped veterinarian with neutering, tooth removal and casting broken bones.
- Delivered attentive, courteous service to promote overall patron satisfaction.
- Cleaned and maintained kennels, holding areas and surgical rooms.
- Fed and watered animals in care, following special diets and regular medication administration schedules.
- Assisted veterinarians during procedures and examinations, calming animals and handing instruments.
- Handled and restrained animals following safety requirements and procedures.
- Restocked and sanitized exam rooms for ample supplies and disease control.
- Answered pet owner phone calls and responded to questions while taking messages for staff veterinarians.
- Reviewed pet records from daily visits and appointments, entering important data into system.
- Offered every owner exceptional customer service and support as well as top-notch care to each animal.
- Supported euthanasia procedures and disposal following regulations and owner preferences.
- Sterilized and maintained veterinary care instruments and equipment.
- Collected fluids from animals for laboratory testing.
- Advised clients on animal care, nutrition and behavior problems.
- Examined animals for behavioral changes or clinical symptoms indicating illness or injury.
- Clipped animals' claws and polished teeth to maintain hygiene.
- Interpreted lab results for heartworm testing, parasites and skin scrapings.
Customer Service Supervisor
Lowes Home Improvment
Riverview, Florida
03.2018 - 03.2021
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Maintained accurate records of customer interactions for future reference.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Implemented programs designed to increase employee engagement within the team.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Answered phone calls and responded to questions and concerns.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Drove positive customer satisfaction levels by providing successful training to associates.
- Monitored phone calls to promote better service and provide feedback.
- Monitored service desk ticket queues to facilitate timely response and resolution.
- Delegated work to staff, setting priorities and goals.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
Customer Service Associate
Walmart
Gibsonton, Florida
04.2016 - 03.2018
- Greeted customers and identified their needs.
- Provided information about products and services available to customers.
- Processed customer orders accurately and efficiently.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Maintained an organized system for tracking customer interactions and feedback.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Developed relationships with key clients through regular contact and follow-up communication.
- Suggested product solutions based on individual customer needs.
- Answered phone calls from customers promptly and courteously.
- Handled cash register operations accurately during peak times.
- Provided accurate quotes for requested products or services.
- Maintained knowledge of current sales promotions and new product releases.
- Kept work area neat, clean, and well-stocked at all times.
- Performed additional duties as assigned by management team.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Consulted with customers regarding needs and addressed concerns.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Improved customer service wait times to mitigate complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Recommended and initiated product offerings to meet customer changing needs.
- Explained benefits, features and recommendations to maximize client retention.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Reviewed account and service histories to identify trends and resolve issues.
- Excelled in exceeding daily credit card application goals.
- Took special orders in person and over telephone, generating additional revenue every month.
Education
Veterinary Assisting Certification - Veterinary Science
Southern Technical College
Brandon, FL12-2020
High School Diploma -
East Bay High School
Gibsonton, FL05-2015
Skills
- Customer Support
- Regulatory Compliance
- Clerical Support
- Point of sale systems
- Team Collaboration
- Appointment Scheduling
- Problem Resolution
- Employee Management
- Guest Services
- Software troubleshooting
- Safety Regulations
- Multi-Line Phone Systems
- POS System Operation
- Complaint Handling
- Quality Assurance
- Product Knowledge
- Customer Relationship Management (CRM)
- Customer Complaint Resolution
- Complex Problem-Solving
- Customer Service
- Stock replenishment
- Order Processing
- De-Escalation Techniques
- Complaint Investigation
- Document and Records Management
- Interpersonal Communication
- Attention to Detail
- Work Prioritization
- Goal Setting
- Product Education
- Time management abilities
- Reliability
- Relationship Building
- Problem-solving abilities
- Organizational Skills
- Active Listening
- Time Management
- Problem-Solving
- Product Sales
- System implementation
- Professional phone voice
- Transaction Processing
- Stock management
- Order Fulfillment
- Customer service excellence
- Billing Adjustments and Refunds
- Product and service knowledge
- Policies and Procedures Adherence
- Continuous Improvement
- Understanding Customer Needs
- Receiving support
- Team building
- Analytical Thinking
- Adaptability and Flexibility
Timeline
Customer Service Associate
Lowes Home Improvment
04.2023 - 08.2023
Daycare Teacher
The red barn childcare and preschool
10.2022 - 04.2023
Veterinary Assistant
Animal clinic of North Clarksville
07.2021 - 01.2022
Kennel Worker
Kathy's Pampered Paws
03.2021 - 04.2022
Customer Service Supervisor
Lowes Home Improvment
03.2018 - 03.2021
Customer Service Associate
Walmart
04.2016 - 03.2018
Veterinary Assisting Certification - Veterinary Science
Southern Technical College
High School Diploma -
East Bay High School