Karna Penner
Sultan,WA
Summary
Dynamic Client Care Representative with a proven track record at Gateway Inc, excelling in customer service excellence and problem-solving. Skilled in team supervision and performance monitoring, I effectively enhanced client satisfaction and trained new staff, ensuring top-tier service delivery and fostering strong relationships. Recognized for attention to detail and multitasking abilities.
Overview
30
30
years of professional experience
Work History
Client Care Representative
Gateway Inc
Sultan, WA
08.2017 - Current
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Trained new team members on company policies, procedures, and best practices for delivering top-notch client care.
- Provided comprehensive product information to clients, assisting them in making informed decisions about their purchases.
- Coordinated with other departments to resolve issues efficiently and effectively for clients.
- Participated in regular team meetings to discuss performance metrics, share best practices, and brainstorm solutions to common challenges.
House Manager / Nanny
Mike and Lisete Johnson
Woodinville, WA
11.2002 - 10.2012
- Adapted quickly to last-minute changes in plans or circumstances without compromising on quality or results.
- Anticipated needs of family members by staying informed about their preferences, schedules, and priorities.
- Planned special events such as parties or family gatherings with attention to detail and organization.
- Supervised residents preparing meals and handling chores and provided constructive feedback.
- Facilitated communication between family members regarding important updates or decisions related to the house manager role.
Reservations Manager
Interstate Hotels
Multiple Locations
05.1995 - 12.2001
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
Education
High School Diploma -
Woodinville High School
Woodinville, WA06-1994
Skills
- Team supervision
- Performance monitoring
- Scheduling
- Quality assurance
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Customer service excellence
- Relationship building
Timeline
Client Care Representative
Gateway Inc
08.2017 - Current
House Manager / Nanny
Mike and Lisete Johnson
11.2002 - 10.2012
Reservations Manager
Interstate Hotels
05.1995 - 12.2001
High School Diploma -
Woodinville High School