Catherine Hollinger
Chicago,United States
Summary
Results-driven Customer Service Specialist with a diverse background in the airline, hospitality, and call center industries. At Southwest Airlines, successfully assisted over 200 passengers daily, demonstrating empathy and problem-solving skills to ensure a seamless travel experience. Recognized for outstanding performance and leadership at RCI, achieving top sales results and providing multichannel expertise. Proven ability to communicate effectively with merchants, manage queues, and thrive in fast-paced call center environments. Adept at delivering exceptional customer support and contributing to team success.
Overview
7
7
years of professional experience
Work History
COE Speacialist
Uber Technologies Inc.
01.2023 - Current
- Demonstrated ability to remain calm and composed under high-pressure situations, effectively managing multiple tasks while maintaining high standards of customer service and satisfaction.
- Proficient in both verbal and written English, with a strong attention to detail in constructing grammatically correct sentences and detecting errors, ensuring clear and effective communication with customers.
- Skilled in analytical thinking and problem-solving, capable of swiftly identifying and addressing customer issues, using various tools and methods to deliver accurate information and exceed performance targets.
Customer Service Specialist
Southwest Airlines
10.2020 - 12.2023
- Customer Assistance: Assisted over 200 passengers daily with reservations and provided detailed flight information, ensuring a seamless travel experience.
- Empathy in Action: Demonstrated empathy in interactions with passengers who missed flights, oering support and understanding to alleviate their concerns.
- Problem-Solving: Proactively engaged in problem-solving activities, identifying and resolving reservation issues to enhance overall customer satisfaction.
Call Center Representative
RCI
08.2017 - 01.2021
- Exceptional Customer Support: Delivered outstanding inbound and outbound customer support, consistently exceeding performance expectations.
- Top Performer in Sales: Recognized as the best new hire Customer Support/Sales representative, achieving a booking and protection rate of every 4 out of 5 calls, contributing to increased revenue.
- Leadership and Training: Took on the role of a team lead, actively assisting new hires during their first weeks on the phones, contributing to a smooth onboarding process and fostering a collaborative team environment.
Education
High School Diploma -
Homewood Flossmoor High school
05.2016
Skills
- Customer Service
- Call Center
- Hospitality
- Chat Support
- Data entry/ Reports
Timeline
COE Speacialist
Uber Technologies Inc.
01.2023 - Current
Customer Service Specialist
Southwest Airlines
10.2020 - 12.2023
Call Center Representative
RCI
08.2017 - 01.2021
High School Diploma -
Homewood Flossmoor High school
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