Kaitlyn Terry
Defender Industries
Norwich,CT
1
Language
1
Certification
5
years of professional experience
Results-driven customer service professional skilled in conflict resolution, communication, and problem-solving. Collaborates effectively within teams and adapts to changing needs, consistently delivering efficient and empathetic service. Committed to enhancing customer satisfaction and achieving organizational goals through proactive strategies.
Work History
Customer Service Representative/Call Center
4 Months- Fulfilled contractual obligations to support project objectives and deliverables.
- Handled calls regarding customer orders
- Investigated shipping options to ensure timely delivery and cost efficiency.
- Assisted customers in placing orders over the phone
- Look into shipping( I.e. cost, tracking, claims)
- Call vendors regarding POs and availability of products
- Processed orders and returns efficiently, maintaining accurate records in CRM system.
- Assisted customers with inquiries and complaints, ensuring timely resolution and satisfaction.
- Resolved technical issues by troubleshooting problems via phone and email support channels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Guest Services Supervisor
11 Months- Supervised daily operations of guest services team, ensuring exceptional customer experiences.Help set daily line-up
- Implemented training programs for new staff, enhancing service quality and efficiency.
- Resolved guest complaints promptly, maintaining high satisfaction levels and promoting loyalty.
- Coordinated cross-departmental communication to streamline processes and improve overall guest satisfaction.
- Reviewed upcoming events and planned for expected challenges.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Supported agents by providing solutions during issue resolution
Front Office Shift Manager
9 Months- Created daily staff schedule to ensure adequate coverage
- Managed daily overbooking strategy to maximize occupancy
- Deal with guests' complaints or issues with rooms
Front Desk Supervisor
4 Months- Facilitated guest check-in processes to enhance satisfaction
- Facilitated guest check-in by addressing needs and inquiries
- Processed guest check-outs promptly and accurately during check out times
- Coordinated dinner reservations, enhancing guest dining experiences
- Provided guests with room upgrades to enhance satisfaction
- Assists with night audit
VIP Receptionist
2 Years 9 Months- Facilitated guest check-in process to ensure smooth arrivals
- Assisted guests with needs during check-in to ensure a smooth experience
- Assisted guests with check-out procedures for timely departures during check out times
- Provided support to guests for various needs throughout visit with dinner reservations
- Presented guests with upgrade options to improve stay quality when available
Education
Associate in Science (AS) - General Studies
Skills
Customer service
Active listening
Critical thinking
Data entry
Problem-solving skills
Guest relations
Time management
Customer service standards
Conflict management
Cash handling expertise
Complaint handling
Policy enforcement
Staff training and development
Certification
Driver's License, July 2021 to August 2027
Languages
English
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative/Call Center
Defender Industries
03.2026 - 07.2026Read More
Guest Services Supervisor
Great Wolf Lodge
04.2025 - 03.2026Read More
Front Office Shift Manager
Foxwoods Resort Casino
06.2024 - 03.2025Read More
Front Desk Supervisor
Mohegan Sun
02.2024 - 06.2024Read More
VIP Receptionist
Mohegan Sun
05.2021 - 02.2024Read More
Three Rivers Community College
Associate in Science (AS) from General Studies
Read More