Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Karina Serrato

Dallas,TX

Summary

Highly-motivated employee with a desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

11
11
years of professional experience

Work History

Client Service Representative

Americor
Irvine, CA
02.2024 - Current
  • Provide customer service support to clients in a timely and efficient manner.
  • Resolve customer inquiries and complaints via phone and email.
  • Develop strong relationships with customers through friendly interactions and problem-solving abilities.
  • Create detailed notes in customer profiles to keep track of conversations and requests.
  • Audit customer account history information to identify issues and develop solutions.
  • Engage in conversation with customers to understand needs, resolve issues and answer questions.
  • Follow up with customers through calls and emails to proactively resolve issues and maintain satisfaction.

General Manager

Planet Fitness
Dallas, TX
11.2013 - 04.2023
  • Trained employees on duties, policies and procedures.
  • Created schedules and monitored payroll to remain within budget.
  • Managed inventory levels and conducted corrective action planning to minimize long-term costs.
  • Led employee evaluations with constructive feedback to boost performance.
  • Recruited, interviewed and hired qualified staff for open positions.
  • Supervised employees through planning, assignments and direction.
  • Tracked monthly sales to generate reports for business development planning.
  • Administered employee discipline through verbal and written warnings.
  • Conducted employee evaluations to provide adequate feedback and recognize quality performance.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Conducted end of month meeting to keep employees on track.
  • Delegated work to staff, setting priorities and goals.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Formed and sustained strategic relationships with clients.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Resolved customer call complaints within 24 hours.

Education

Associate of Arts - Nursing

North Lake College
Irving, TX

Skills

  • Team Leadership
  • Performance Improvements
  • Hiring and Onboarding
  • Supervision and Training
  • Planning and Scheduling
  • Performance Improvement Plans
  • Call Documentation
  • Creative Problem Solving
  • De-escalation Techniques
  • Issue and Complaint Resolution
  • Customer Retention
  • Relationship Building
  • Communication Skills
  • Proficient in [Software]

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Timeline

Client Service Representative

Americor
02.2024 - Current

General Manager

Planet Fitness
11.2013 - 04.2023

Associate of Arts - Nursing

North Lake College

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Karina Serrato