Kate Lassche
Magna,UT
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. I am a strong communicator with natural leadership talent and high energy. An impactful and successful manager, talented in building teams and motivating personnel to new levels of performance. Organized and motivated to learn and grow my skills and earn a career I can be passionate about.
Overview
7
7
years of professional experience
Work History
Service Dispatcher
HOJ Innovations
Salt Lake City, UT
12.2022 - Current
- Received incoming calls from customers, assessed their needs and dispatched service technicians accordingly.
- Monitored technician's progress and updated job status in system.
- Created schedules for technicians to ensure efficient use of time.
- Organized and maintained records of customer requests, work orders and related documents.
- Coordinated with other departments to ensure prompt response times.
- Generated reports on completed jobs, pending jobs and customer feedback data.
- Developed strategies to improve customer service processes.
- Maintained a database of current customers, potential customers and vendors.
- Managed scheduling conflicts between multiple technicians working different locations.
- Adhered to all company policies related to safety, security and confidentiality protocols.
Business Development Representative
Primary Residential Mortgage
Salt Lake City, UT
09.2021 - 11.2022
- Explain job duties, compensation and benefits to potential candidates.
- Support hiring efforts domestically and internationally.
- Create and maintain positive relationships with hiring managers and HR business partners.
- Develop recruitment strategies to achieve required staffing levels for assigned requisitions.
- Utilize internal recruiting systems (iCIMS) to record, update and track all candidate progress.
- Monitor applicant tracking system actions to support hiring deadlines and streamline candidate experiences.
- Work with senior leadership to develop comprehensive recruitment strategies for long-term implementation.
- Compile data from personnel records and prepared reports on candidate performance and qualifications.
Customer Service Supervisor
Burlington
Orem, UT
03.2020 - 07.2021
- Answered phone calls and responded to questions and concerns.
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Monitored staff performance and addressed issues.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Minimized staff turnover through appropriate selection, orientation and training.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Trained new employees on company customer service policies and service level standards.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Demonstrated in-depth knowledge of products, services and policies to coach team members.
- Helped customers with merchandise purchases, exchanges and returns.
- Performed scheduled inventory counts and supply audits.
Crew Worker
McDonald's
Evanston, WY
06.2019 - 10.2020
- Totaled bills, accepted payments and returned change.
- Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
- Demonstrated proper food safety practices by accurately completing quality control checklist.
- Packaged menu items into bags or trays and placed drink orders into carriers.
- Presented orders to guests within anticipated service times.
- Answered customer questions and took orders.
Tutor
Uinta County School District, AVID
Evanston, WY
03.2018 - 06.2018
- Assisted students in finding useful study methods to enhance academic performance.
- Researched or recommend textbooks, software, equipment, or other learning materials to complement tutoring.
- Conducted study exercises to help student pass class exam or improve scores on standardized tests.
- Utilized listening and questioning strategies to diagnose student needs and monitor progress.
- Met with students to clarify and review concepts taught in class and solve specific problems.
- Coached tutees in study skills, note-taking, organization and time management.
Team Member
Phantom Fireworks
Evanston, WY
06.2017 - 07.2017
- Addressed customer needs, responding to specific requests.
- Developed positive customer relationships through friendly greeting and excellent service.
- Stayed informed of company and store updates from leadership.
- Looked for ways to go above and beyond job requirements.
- Worked hard to learn required tasks quickly to maximize performance.
Education
High School Diploma -
Evanston High School
Evanston, WY06.2019
Evanston Middle School
05.2015
Skills
- Customer Service
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Problem-Solving Abilities
- Verbal and Written Communication
- Inbound and Outbound Calling
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Adaptive Team Player
- Building Customer Trust and Loyalty
- Customer Relations
- Responding to Difficult Customers
- Call Center Operations
- Courteous with Strong Service Mindset
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Retail Sales Customer Service
- Call Documentation
- De-escalation Techniques
- Upselling Products and Services
- Sales Expertise
- Quality Control
- POS Systems and Ordering Platforms
- Store Maintenance
- Business Development Understanding
Additional Information
- HONORS AND AWARDS , 2017-2019 Color Guard Captain 2015-2019 Honor Roll 2016-2019 Honor Choir
Timeline
Service Dispatcher
HOJ Innovations
12.2022 - Current
Business Development Representative
Primary Residential Mortgage
09.2021 - 11.2022
Customer Service Supervisor
Burlington
03.2020 - 07.2021
Crew Worker
McDonald's
06.2019 - 10.2020
Tutor
Uinta County School District, AVID
03.2018 - 06.2018
Team Member
Phantom Fireworks
06.2017 - 07.2017
High School Diploma -
Evanston High School
Evanston Middle School
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