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
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
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
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
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