Summary
Overview
Work History
Education
Skills
Additional Information
Completed Brokers Course
Timeline
GeneralManager

Catherine Wellman

Realtor
Harvest,AL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Talented Realtor with exceptional marketing skills and property sales background. Enthusiastic professional with drive and determination to succeed in new business development. Excellent communicator skilled at relating with people at all levels and offering flexibility of working well on teams or individually.

Overview

27
27
years of professional experience

Work History

Customer Service Representative

Verizon Wireless
Remote, AL
02.2022 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.

Residential Realtor

Exit Realty
Madison, AL
03.2019 - Current
  • Assisted buyers with finding ideal homes by assessing needs, requirements and budgets.
  • Wrote contracts to outline sales and purchases of properties.
  • Advised and informed prospective clients on current market activities and conditions.
  • Liaised between buyers and sellers to establish favorable prices and negotiate contract terms.
  • Resolved client concerns related to home purchases to maintain high satisfaction ratings.
  • Compared recently sold area properties to determine competitive market prices.
  • Prepared homes for client arrivals during open house events and established signage and wayfinding aids.
  • Completed property walkthroughs before completing deals to uphold accuracy in listings and appraisals.
  • Arranged for inspections and surveys of sold properties.
  • Educated clients on changing or updating properties, buying and selling techniques and processes to maintain curb appeal.

Body Shop Manager

Corlett Auto Restoration
Huntsville, AL
08.2019 - 01.2021
  • Open Body shop daily
  • Review current vehicle inventory and work orders to ensure proper parts and supplies are available for technicians to complete the work orders
  • Answer phones and answer customer inquiries on vehicles
  • Keep customers updated on status of repairs
  • Research and contact parts departments to place orders
  • Welcome customers , complete repair estimates on vehicles for insurance companies, and corporations including Avis, Infinity, Toyota plant, etc
  • Check vehicles in and assign work orders
  • Organize with technicians to schedule repairs in.

Fresh Food Specialist

Publix Twickenham Square
09.2014 - 06.2019
  • Provide quality Customer Service by promptly greeting each customer, suggestive sell our products by being knowledgeable about what we offer, ensure Publix quality standards are met in cleanliness and product when producing items for the case
  • Assist customers with choosing items when planning parties and making sure the order is placed properly and communicating with other departments to maximize efficiency when completing customer orders
  • Complete all opening procedures as well as closing the deli
  • Completing inventory with accuracy and efficiency
  • Handling an\y customer complaints to provide customer satisfaction, Communicating with team members to make sure we are working together and efficiently

Technical Support Coordinator

Verizon Wireless
Huntsville, AL
03.2012 - 07.2014
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Made reasonable procedure exceptions to accommodate unusual customer requests
  • Provided accurate and appropriate information in response to customer inquiries by utilizing correct company resources
  • Addressed customer service inquiries in a timely and accurate fashion
  • Built customer loyalty by placing follow-up calls to customers who reported product issues
  • Was also responsible for making team follow-up calls that were not completed by the end of day
  • Provided cross training to 20 team members
  • Enforced Service Center policies, procedures and quality assurance measures
  • Selected to participate on the Escalated Calls Team based on my proven record to de- escalate issues and retain customer loyalty
  • Maintained company performance goals year over year at a Leading or Performing status
  • Resolved customer complaints and concerns with strong verbal and negotiation skills
  • Displayed courtesy and strong interpersonal skills with all customer interactions
  • Maintained composure and patience in face of difficult customer situations
  • Processed an average of 32 technical support calls per day
  • Helped customers track and ship packages
  • Supported customers with online billing and account issues
  • Researched issues on numerous computer system emulators and multiple Verizon unique database programs to resolve complaints and answer inquiries
  • Referred difficult issues to upper management while maintaining positive rapport with customer
  • Supported customers having data connectivity issues
  • Provided thorough support and problem resolution for customers
  • Following guidelines learned during deductive reasoning training, reduced the number of repair units being sent to customers by confirming defects were not warranty related
  • Strong working knowledge of Remedy Trouble Ticket, IT Help Desk, MTAS, and MARS Verizon based systems
  • Acquired all detailed information needed from internal and external customers to accurately complete trouble tickets in Remedy or IT Help desk systems
  • Submitted tickets to appropriate teams to ensure timely resolution
  • Used Work
  • Flow Manager to receive completed Trouble ticket resolutions and responsible for follow-up calls to confirm issue resolved for internal and external customers
  • Strong working knowledge of telecommunications network, broadband bandwidths, networking setup and troubleshooting
  • Strong communications skills needed to verbally walk various customer types through issue resolution
  • Completed offline team projects of unpacking, assembling and installing over 600 new phone systems, computer monitors, and keyboards.

Customer Service Advocate

Verizon Wireless
Huntsville, AL
07.2007 - 03.2012
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Made reasonable procedure exceptions to accommodate unusual customer requests
  • Provided accurate and appropriate information in response to customer inquiries by utilizing correct company resources
  • Addressed customer service inquiries in a timely and accurate fashion
  • Built customer loyalty by placing follow-up calls to customers who reported product issues
  • Was also responsible for making team follow-up calls that were not completed by the end of day
  • Provided cross training to 20 team members
  • Enforced Service Center policies, procedures and quality assurance measures
  • Selected to participate on the Escalated Calls Team based on my proven record to de- escalate issues and retain customer loyalty
  • Maintained company performance goals year over year at a
  • Leading or Performing status
  • Completed offline projects as a new hire mentor for six months
  • Completed center wide team and seating reassignments with offline teams
  • Quickly learned and adapted to administrative and procedural changes
  • Able to complete multiple tasks simultaneously: updated customer account information, communicated with team members, and actively listened to customer concerns
  • Increased company revenue by selling customers additional services.

leader

Fresh Foods Shift, Walmart
Owens Cross Roads, AL
01.2003 - 07.2007
  • Greeted all customers
  • Oversaw overnight store operations, including staff assignments and production lists
  • Delegated tasks to team members to optimize productivity
  • Handled products and equipment in accordance with safety and sanitation guidelines
  • Directed and managed all functions of the dairy, produce and bakery departments when department manager was out of office
  • Conducted price checks for cashiers and service clerks
  • Fulfilled special order requests, including special occasion cakes and party platters
  • Handled resets according to schedule, including deleted and new merchandise
  • Ordered and shelved weekly sale items for customers
  • Safely used knives, scales, wrappers, compactors, garbage disposals, pallet jack and hand trucks
  • Safely operated manual and electric pallet jacks
  • Organized and positioned product cases in produce warehouse and walk-in cooler
  • Sliced, served and packaged specialty meats, salads and cheeses
  • Served shoppers in a prompt, courteous and friendly manner
  • Proofed dough products and baked breads, cookies and other bakery products
  • Cleaned walls, fans and drains in bakery coolers, display cases and work areas
  • Stocked meat cases
  • Broke down heavy pallet loads of cases, boxes and bags
  • Arranged and stocked department displays.

Adtran
Huntsville, AL
01.2002 - 01.2003
  • Interpreted prints, drawings and sketches.Set up and performed hand and automatic assembly operations on components, sub-assemblies and assemblies.Assembled components with hand and power tools.Assessed work for errors or compliance issues and made corrections and modifications when necessary.Cleaned and finished sub- assemblies or assemblies using hand or power tools.Performed and submitted first piece for inspection.Lubricated and wiped machines, tools and workplace to maintain safety and cleanliness.Connected motor leads and connectors to required power sources.Terminated wire harnesses and basic wiring for controls, basic panels and fan motors.Retrieved correct materials from product inventory to perform various fabrication duties.Determine materials, tools and equipment needed for product orders.

Shift Manager

Chikfila
Huntsville, AL
08.1997 - 01.2002
  • Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency.Scheduled and directed staff in daily work assignments to maximize productivity.Efficiently resolved problems or concerns to the satisfaction of all involved parties.Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.Minimized loss and misuse of equipment through proper restaurant supervision and staff training.Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines.Developed and maintained exceptional customer service standards.Optimized profits by controlling food, beverage and labor costs on a daily basis.Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.Built sales forecasts and schedules to reflected desired productivity targets.Performed restaurant walk-throughs to gauge timeliness and excellent service quality.Carefully prepared weekly payroll to keep up with projected revenue for the week.Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.Regularly updated computer systems with new pricing and daily food specials.Managed accounts payable, accounts receivable and payroll.Counseled and disciplined staff when necessary.

Education

No Degree - Animal Sciences

Middle Tennessee State University, Calhoun Community College
Murfreesboro, TN

High School Diploma - Information Systems

Covenant Christian Academy
1998

Skills

  • Telecommunication
  • Produce Experience
  • Technical Support
  • Auto Estimating
  • Certifications and Licenses
  • Customer Data Confidentiality
  • Building Customer Trust and Loyalty
  • Upbeat and Positive Personality
  • Responding to Difficult Customers
  • Efficient and Detail-Oriented
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Courteous with Strong Service Mindset

Additional Information

  • Alabama Real Estate License September 2020

Completed Brokers Course

Successfully completed online 60hr Brokers License course and taking state exam

Timeline

Customer Service Representative

Verizon Wireless
02.2022 - Current

Body Shop Manager

Corlett Auto Restoration
08.2019 - 01.2021

Residential Realtor

Exit Realty
03.2019 - Current

Fresh Food Specialist

Publix Twickenham Square
09.2014 - 06.2019

Technical Support Coordinator

Verizon Wireless
03.2012 - 07.2014

Customer Service Advocate

Verizon Wireless
07.2007 - 03.2012

leader

Fresh Foods Shift, Walmart
01.2003 - 07.2007

Adtran
01.2002 - 01.2003

Shift Manager

Chikfila
08.1997 - 01.2002

No Degree - Animal Sciences

Middle Tennessee State University, Calhoun Community College

High School Diploma - Information Systems

Covenant Christian Academy

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Catherine WellmanRealtor