Catherine Kasal
Ankeny,IA
Summary
Guest relations professional with proven success in enhancing guest experiences and driving loyalty. Expertise in resolving customer issues and collaborating with teams for efficient service delivery. Skilled in documenting feedback and implementing improvements aligned with company standards.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Guest Relations Specialist
Casey's Store Support Center
11.2023 - Current
- Acted as the primary contact for guest inquiries, addressing credit card transactions and rewards program issues.
- Resolved customer complaints with empathy, enhancing loyalty and encouraging repeat business.
- Processed and documented guest feedback, adhering to company policies and service standards to enhance guest experience.
- Researched and resolved guest concerns, ensuring comprehensive documentation for future reference.
- Utilized internal systems to log, track, and document guest inquiries, comments, and complaints.
- Collaborated with social media team to deliver consistent and timely responses to guest inquiries across platforms.
Household Manager
Private Residence
Bondurant, Iowa
03.2019 - Current
- Oversaw daily operations of residential property, ensuring cleanliness, safety, and timely maintenance.
- Managed household activities, coordinating grocery shopping, errands, and appointment scheduling for efficiency.
- Certified in CPR and completed first aid training for household safety and emergency preparedness.
Overnight Coach
Wal-Mart
01.2023 - 08.2023
- Motivated employees to enhance productivity and engagement in work.
- Ensured professional, organized, and safe environment for employees and patrons.
- Improved safety procedures to create safe working conditions for workers.
- Evaluated employee performance and provided constructive feedback to develop skills.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
Customer Service Specialist
ARAG Legal Insurance
08.2019 - 11.2021
- Enhanced customer satisfaction through strategic initiatives addressing needs and resolving concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Developed action plans, assessed benefits, and made timely case decisions aligned with service expectations.
Assistant Manager
Maurices
04.2019 - 08.2019
- Supervised day-to-day operations, ensuring alignment with performance, quality, and service standards.
- Completed regular inventory counts to verify stock levels and address discrepancies, supporting future inventory planning.
- Provided direct support to customers to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Leave of Absence Coordinator
Sedgwick
01.2019 - 04.2019
- Analyzed FMLA claims for eligibility and certification, ensuring compliance with state and federal regulations.
- Established and tracked FMLA claims, coding documentation per internal workflow processes to ensure accuracy.
- Reviewed medical certifications to assess compliance with FMLA requirements. to determine FMLA eligibility.
Account Specialist
Transamerica
05.2015 - 10.2018
- Cultivated strong relationships with clients, vendors, and stakeholders to enhance account loyalty and profitability.
- Collaborated with sales, marketing, and customer service teams to streamline account management operations.
- Reconciled customer accounts, identifying discrepancies for timely resolution.
- Observed financial transaction laws and regulations for full account compliance.
Education
High School Diploma -
Penn Foster
01-2014
Skills
- CRM software
- Customer relationship management
- Communication skills
- Operations management
- Process improvement
- Operational efficiency
- Data analysis
- Time management
- Training and development
- Teamwork
- Conflict resolution, Problem Solving
- Office Suite
- Medical terminology
- Legal terminology
- Social media collaboration
Certification
Food Safety Manager Certification 02/2023–02/2028
Languages
- German - 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
Assistant Manager
Maurices
04.2019 - 08.2019
Household Manager
Private Residence
03.2019 - Current
Leave of Absence Coordinator
Sedgwick
01.2019 - 04.2019
Account Specialist
Transamerica
05.2015 - 10.2018
High School Diploma -
Penn Foster