Catherine M. Wallace
Cincinnati,OH
Work Preference
Summary
- Customer service representative and manager with 10 years’ experience. Overseeing day-to-day operations related to providing excellent customer service. Ensuring customer and guest needs are met with professionalism and a customer-centric approach. Responding promptly and creatively to customer inquiries and resolving issues to customers’ satisfaction. Driving sales through understanding customer needs and communicating product benefits. Performing administrative responsibilities with attention to detail and accuracy. Interviewing and providing training and orientation to new clients and members.
Overview
10
10
years of professional experience
Work History
General Manager
Tide Cleaners
Cincinnati, OH
06.2025 - Current
- Led operational strategies to enhance customer satisfaction and service quality.
- Streamlined workflow processes, reducing turnaround time for garment cleaning and delivery.
- Oversaw staff training programs, improving team efficiency and
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Fostered a collaborative work environment, enhancing team morale and productivity.
Front Desk Guest Service Agent
Westin Hotel by Marriott, Cincinnati, OH
Cincinnati, OH
05.2025 - Current
- Provide exceptional customer service to hotel guests, ensuring a positive and memorable experience
- Respond to and resolve guest inquiries, requests, and complaints
- Assist with concierge services: providing directions, recommending local attractions, arranging transportation
- Recognized as employee of the month in July 2025
- Skill in use of Lightspeed software agent
Front Desk Receptionist
Astoria Place of Cincinnati, Cincinnati, OH
Cincinnati, OH
04.2025 - 05.2025
- Greeted and welcomed guests, providing a positive first impression
- Managed a high volume of incoming calls, directing callers to the appropriate area
- Performed administrative support, including data entry and filing
- Managed visitor logbook accurately by recording necessary details for security purposes
Administrative Assistant Transportation Technician
New Horizons Treatment Centers, Cincinnati, OH
Cincinnati, OH
06.2023 - 02.2024
- Greeted visitors and clients professionally
- Ensured confidentiality forms and visitor logs were completed and signed
- Conducted orientation and facility tours for new clients
- Set up virtual clients through Teams software
Various Customer Service/Managerial Roles, Cincinnati, OH
Cincinnati, OH
01.2016 - 01.2023
- Office Administrator at Osborne Coinage
- Customer Service Representative and Office Manager at Live Reps Call Center and Pro Biz Services
- Executive Assistant to the CEO at Professional Business Services
Education
B.S. - Kinesiology
Miami University
Oxford, OhioHigh School Diploma - undefined
Summit Country Day
Cincinnati, OhioSkills
- Leadership and team building
- Problem resolution
- Team player
- Efficient multi-tasker
- Time management
- Customer relations
- Team leadership
- Customer relationship management
- Verbal and written communication
- Client relations
Timeline
General Manager
Tide Cleaners
06.2025 - Current
Front Desk Guest Service Agent
Westin Hotel by Marriott, Cincinnati, OH
05.2025 - Current
Front Desk Receptionist
Astoria Place of Cincinnati, Cincinnati, OH
04.2025 - 05.2025
Administrative Assistant Transportation Technician
New Horizons Treatment Centers, Cincinnati, OH
06.2023 - 02.2024
Various Customer Service/Managerial Roles, Cincinnati, OH
01.2016 - 01.2023
High School Diploma - undefined
Summit Country Day
B.S. - Kinesiology
Miami University