Catrina North
NY
Summary
Experienced customer-centric professional who values and enjoys learning new skills, learning how systems work, and using that knowledge to assist others. Efficient, empathetic and proactive and dedicated to building long term customer relationships.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
TTEC US NYCSC
04.2024 - Current
- Responsible for serving as the primary point of contact for customers by accessing their needs via telephone channels in a fully remote setting
- Responsible for delivering a high level of service through identifying relationship opportunities, matching appropriate products to customers needs, and performing account maintenance- building relationships with customers
- Responsible for investigating and resolving a wide variety of issues and requests including, but not limited to, probing for additional information from customers, setting expectations, and completing fulfillment requests that are carried out by other support organizations
- Responsible for possessing knowledge on a wide array of products and services and using appropriate resources to resolve customer requests
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Laboratory Manager
Jackson Family Wines
05.2017 - 12.2023
- Implemented a new inventory management system, reducing reagent waste by 30% and ensuring timely procurement, thus decreasing downtime in experiments and enhancing laboratory efficiency
- Interviewed, hired and trained lab technicians to perform experiments and analyze results
- Built customer relationships with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Fostered a positive working environment by promoting open communication among team members and addressing any conflicts promptly.
- Actively participated in professional conferences and workshops, sharing laboratory best practices and fostering a culture of continuous improvement.
- Ensured compliance with regulatory standards by staying up-to-date on industry best practices and adjusting internal policies as necessary.
Education
Business Administration And Management
Santa Rosa Junior College
Bachelor of Science - Biology
Gettysburg College
High School Diploma -
Penn Yan Academy
Skills
- Accuracy and Attention to Detail
- Relationship building and management
- Analytical and Critical Thinking
- Technical Support
- MS Office and Google Suite Skills
- Diligence and Tenacity
- Organization and Time Management
- Sales Expertise
- Active Listening
- Call center experience
- Customer satisfaction measurement
- Customer Relationship Management (CRM)
Languages
English
Native or Bilingual
Spanish
Professional Working
French
Elementary
Timeline
Customer Service Representative
TTEC US NYCSC
04.2024 - Current
Laboratory Manager
Jackson Family Wines
05.2017 - 12.2023
Business Administration And Management
Santa Rosa Junior College
Bachelor of Science - Biology
Gettysburg College
High School Diploma -
Penn Yan Academy
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