Catherine Kasal
Bondurant
Summary
Professional with strong expertise in guest relations, adept at fostering positive interactions and ensuring exceptional service. Proven ability to collaborate effectively with teams, adapting to changing needs and consistently delivering results. Skilled in conflict resolution, customer service, and communication, with focus on building strong relationships and enhancing guest satisfaction. Reliable and driven, always striving to exceed expectations and contribute to collective success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Guest Relations Specialist
Casey's Store Support Center
11.2023 - Current
- Serve as the first point of contact for inquiries from guests; includes credit card transactions, issues with orders, and/or Rewards program.
- Research, identify, and resolve guest issues while maintaining detailed documentation. Escalate issues to appropriate staff for resolution as needed.
- Process guest comments according to established Company and department policies, procedures, and service standards.
- Utilize internal systems to log, track and document guest inquiries, comments, and complaints.
- Partner with the Social Media team to ensure all responses to guests through a social platform are with a unified Casey’s voice.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
House Manager
Private Residence
04.2019 - Current
- Manage day-to-day operation of a home.
- Responsible for overseeing all aspects of residential property including ensuring that the home is well-maintained, clean, and safe for family to live in.
- CPR certified, completed first aid and medication administration for household.
- Manage household activities such as: grocery shopping, running errands, and making appointments on behalf of the family members.
- Handled financial matters related to household expenses, maintaining accurate records and budgeting accordingly.
Overnight Coach
Wal-Mart
01.2023 - 08.2023
- Managed and motivated employees to be productive and engaged in work
- Maintained a professional, organized, and safe environment for employees and patrons
- Improved safety procedures to create safe working conditions for workers
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
Customer Service Specialist
ARAG Legal Insurance
08.2019 - 11.2021
- Identifies action plan; determines benefits due; and makes timely case decisions based on service expectations as established by client
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Assistant Manager
Maurices
04.2019 - 08.2019
- Supervised day-to-day operations to meet performance, quality and service expectations
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
Leave of Absence Coordinator
Sedgwick
01.2019 - 04.2019
- Established FMLA claims; tracks and codes documentation in accordance with internal workflow processes
- Analyzed FMLA claims to determine eligibility and certification in compliance with state and federal regulations
- Review Medical Certification to determine FMLA eligibility
Account Specialist
Transamerica
05.2015 - 10.2018
- Reconciled customer accounts and identified discrepancies for further investigation
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts
- Adhered to standards of quality and service as well as compliance requirements
- Liaised with sales, marketing and customer service teams to support smooth account management operations
- Observed financial transaction laws and regulations for full account compliance
Overnight Team Member
Target
02.2015 - 05.2015
- Maintained neat, organized sales floor and stockroom free of hazards
- Received, sorted, and processed incoming stock and materials to prepare the stock for storage or shipment
Supervisor
Lowes
05.2014 - 02.2015
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
- Evaluated employee performance and coached and trained to improve weak areas
Supervisor
Wal-Mart
12.2010 - 05.2014
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
Education
High School Diploma -
Penn Foster
01.2014
Skills
- Microsoft Office
- SharePoint
- Excellent communication skills
- Planning and implementation
- Operations oversight
- Customer relationship management
- Process improvement
- Skilled trainer
- Excellent time management skills
- Excellent attention to detail
- Data Entry
- Managing Operations and Efficiency
- Negotiation and Conflict Resolution
- Medical Terminology
- Legal Terminology
Certification
Food Safety Manager Certification 02/2023–02/2028
LANGUAGES
German - Professional Working
American Sign Language - Limited Working
Spanish - Limited Working
Timeline
Guest Relations Specialist
Casey's Store Support Center
11.2023 - Current
Overnight Coach
Wal-Mart
01.2023 - 08.2023
Customer Service Specialist
ARAG Legal Insurance
08.2019 - 11.2021
House Manager
Private Residence
04.2019 - Current
Assistant Manager
Maurices
04.2019 - 08.2019
Leave of Absence Coordinator
Sedgwick
01.2019 - 04.2019
Account Specialist
Transamerica
05.2015 - 10.2018
Overnight Team Member
Target
02.2015 - 05.2015
Supervisor
Lowes
05.2014 - 02.2015
Supervisor
Wal-Mart
12.2010 - 05.2014
High School Diploma -
Penn Foster
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