Katelin Dugan
New Caney,TX
Summary
Dynamic Customer Experience Manager with a proven track record at Hot Topic, excelling in team development and customer empathy. Expert in training and onboarding, fostering a culture of excellence and collaboration within diverse teams.
Overview
8
8
years of professional experience
Work History
Customer Experience Manager (store manager)
Hot Topic
02.2022 - Current
- Supervised daily operations, sales functions, and stores payroll to maximize revenue, customer satisfaction, and employee productivity.
- Train staff on customer service best practices, fostering a culture of excellence and accountability. As well as developing new employees and on-going performance assessment of current employees.
- Conduct regular performance reviews with team members, fostering professional growth and development.
- Manage escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Cultivate a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Analyzed sales trends daily to identify opportunities for increasing metrics and revenue without sacrificing customer satisfaction.
- Organized monthly/quarterly workshops for continuous skill development in social media with a representative from each store in the district.
- Enhanced team performance with regular in the moment coaching sessions focused on empathy and problem-solving skills in customer interactions.
- Managed diverse team with a customer service focus, fostering inclusive environment that valued different perspectives.
Customer Experience Manager
Hot Topic
02.2022 - 06.2025
Full Time Assistant Manager
Hot Topic
07.2020 - 02.2022
Part Time Assistant Manager
Hot Topic
06.2019 - 07.2020
Keyholder
Hot Topic
07.2018 - 06.2019
Sales Associate
Hot Topic
11.2017 - 07.2018
Education
Bachelor of Science - Victim Services And Psychology
Sam Houston State University
Huntsville, TX05.2022
High School Diploma -
New Caney High School
New Caney, TX05.2018
Skills
- District recruiter
- District Social Media Expert
- Training and onboarding
- Decision-making
- Staff management
- Relationship building
- Team development
Timeline
Customer Experience Manager (store manager)
Hot Topic
02.2022 - Current
Customer Experience Manager
Hot Topic
02.2022 - 06.2025
Full Time Assistant Manager
Hot Topic
07.2020 - 02.2022
Part Time Assistant Manager
Hot Topic
06.2019 - 07.2020
Keyholder
Hot Topic
07.2018 - 06.2019
Sales Associate
Hot Topic
11.2017 - 07.2018
Bachelor of Science - Victim Services And Psychology
Sam Houston State University
High School Diploma -
New Caney High School
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