Summary
Overview
Work History
Education
Skills
Timeline
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Kaitlyn Gray

Newburgh,IN

Summary

Ambitious Inspiring Travel Agent with extensive successful experience in small business management, customer service ,and problem-solving. Proven ability to be detail-oriented, handle multiple tasks effectively , and leverage new tools to adept to a career in the travel industry.

Overview

20
20
years of professional experience

Work History

Small Business Owner and Operator E-Commerce

Self-employed
02.2019 - Current
  • Managed daily operations for a successful small business, ensuring efficient processes .
  • Promoted business via social media to generate leads and maximize brand identity.
  • Designed business plan to define concept, short-term and long-term goals and strategies.
  • Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
  • Implemented innovative inventory management practices to minimize stockouts and reduce overhead costs.
  • Invested in technology upgrades to streamline operations and improve customer experience.
  • Reduced waste and increased recycling, contributing to more sustainable production practices.

Homemaker

Self-employed
02.2014 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.

Administrator

Dunigan YMCA
12.2016 - 03.2020
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Maintained personnel records and updated internal databases to support document management.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Explained online self-help options to customers to promote additional and after-hours support choices.
  • Enhanced customer satisfaction by providing timely and accurate information on products and services.
  • Streamlined call handling processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy and professionalism, ensuring repeat business.
  • Managed high call volumes while maintaining a calm demeanor and professional attitude under pressure.
  • Assisted in training new hires, sharing best practices for exceptional customer service delivery.
  • Contributed to positive work environment by actively participating in team meetings and offering constructive feedback when appropriate.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Sales Associate

AT&T Wireless
09.2007 - 02.2014
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Answered customer questions about technology, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Solved customer challenges by offering relevant products and services.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Collaborated with team members to achieve monthly sales targets.
  • Resolved customer complaints with patience and understanding, restoring customer confidence.

Hostess/ Barback

Ri Ra Irish Pub
03.2008 - 06.2010
  • Answered customer questions about hours, seating, and menu information.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
  • Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Completed daily side work and opening and closing duties without fail.
  • Rearranged tables and chairs for large parties and retrieved high chairs for children.
  • Opened and closed seating sections according to volume of guests.
  • Delivered pick-up and curbside orders to guests.
  • Coordinated with servers and bartenders to maintain smooth operation of bar area.
  • Assisted in setting up and breaking down bar area for special events.
  • Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
  • Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.

Gift Shop Supervisor

Holiday World & Splashin' Safari
05.2005 - 10.2007
  • Enhanced customer satisfaction by providing excellent service and addressing inquiries in a timely manner.
  • Implemented employee training programs for improved product knowledge and customer service skills.
  • Evaluated employee performance regularly, providing constructive feedback and implementing improvement plans when necessary.
  • Monitored competitor activities, adjusting pricing strategies accordingly to remain competitive in the market.
  • Supervised a team of gift shop employees, ensuring a positive work environment and high levels of productivity.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
  • Marked-down clearance items and relocated merchandise to proper store areas.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.

Call Center Representative

Holiday World & Splashin' Safari
04.2007 - 08.2007
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Identified upselling opportunities to increase revenue generation.

Hostess/ Kitchen Hand

Schnitzelbank Restaurant
10.2005 - 04.2007
  • Answered customer questions about hours, seating, and menu information.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Answered phone calls to take orders, give information and document reservations.
  • Advised customers about special offerings and menu items to help drive sales.
  • Maintained a well-organized work area by consistently cleaning surfaces and organizing supplies.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Supported chefs in food preparation tasks such as chopping ingredients, peeling vegetables, and marinating meats.

Gift Shop Associate

Holiday World & Splashin' Safari
05.2004 - 10.2004
  • Increased customer satisfaction by providing personalized assistance and product recommendations.
  • Processed transactions efficiently, ensuring accurate payment handling and minimal wait times for customers.
  • Aided in store merchandising efforts by arranging items strategically according to seasonality or promotional events.
  • Provided exceptional customer service by listening attentively to needs.
  • Maintained an organized and visually appealing store environment, resulting in increased foot traffic and sales.
  • Welcomed visitors warmly upon entering the gift shop, fostering a positive shopping experience from the outset.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Managed efficient cash register operations.

Education

Bachelor of Science - Health Administration, Psychology

University of Southern Indiana
Evansville, IN

Travel Agent Certification

Direct Travel Academy
Evansville, IN
01.2025

Skills

  • Small business operations
  • Cost control and analysis
  • New business launch
  • Customer Service
  • Decision-Making
  • Sales Tracking
  • Purchasing and planning
  • Inventory Tracking and Management
  • Desktops, Laptops, and Mobile Devices
  • Calendar Management
  • Goal Setting
  • Inventory Control

Timeline

Small Business Owner and Operator E-Commerce

Self-employed
02.2019 - Current

Administrator

Dunigan YMCA
12.2016 - 03.2020

Homemaker

Self-employed
02.2014 - Current

Hostess/ Barback

Ri Ra Irish Pub
03.2008 - 06.2010

Sales Associate

AT&T Wireless
09.2007 - 02.2014

Call Center Representative

Holiday World & Splashin' Safari
04.2007 - 08.2007

Hostess/ Kitchen Hand

Schnitzelbank Restaurant
10.2005 - 04.2007

Gift Shop Supervisor

Holiday World & Splashin' Safari
05.2005 - 10.2007

Gift Shop Associate

Holiday World & Splashin' Safari
05.2004 - 10.2004

Bachelor of Science - Health Administration, Psychology

University of Southern Indiana

Travel Agent Certification

Direct Travel Academy

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Kaitlyn Gray