Hi, I’m
Katelyn Wilson
General Manager
Daphne,AL
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
years of professional experience
6
years of post-secondary education
Work History
Caliber CollisionSpanish Fort, AL
General Manager
12.2019 - Current
Job overview
- Managed budget implementations, employee evaluations, and contract details.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Developed and maintained relationships with customers and suppliers through account development.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Caliber CollisionSpanish Fort, AL
Service Advisor
08.2017 - 12.2019
Job overview
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Explained estimates and determined repair timelines to manage customer expectations.
- Read and followed technical documentation to complete accurate repairs.
- Coordinated with parts department to determine availability of necessary components.
Caliber CollisionSpanish Fort, AL
Customer Service Representative
01.2017 - 08.2017
Job overview
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
AflacMobile, AL
Benefits Coordinator
06.2016 - 12.2016
Job overview
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Coordinated and conducted employee orientations to promote understanding of coverage and options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Generated quotes and proposals for clients to match individual needs.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
Bed Bath & BeyondSan Antonio, TX
Customer Service Supervisor
07.2015 - 04.2016
Job overview
- Actively supported service associates by quickly responding to questions via in-person, phone, and email and finding appropriate solutions to customer issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Coached employees through day-to-day work and complex problems.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and trained staff, established and monitored goals, and conducted performance reviews for staff.
Bed Bath & BeyondGermantown, TN
Sales Associate
10.2013 - 07.2015
Job overview
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Answered customer questions about sizing, accessories, and merchandise care.
- Helped customers locate products and checked store system for merchandise at other sites.
- Managed returns, exchanges and refunds in accordance with store policy.
- Used POS system to process sales, returns, online orders, and gift card activations.
Education
University of MemphisMemphis, TN
Bachelor of Liberal Studies from Business And Psychology
08.2013 - 12.2019
Skills
Performance improvement
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Timeline
General Manager
Caliber Collision
12.2019 - Current
Service Advisor
Caliber Collision
08.2017 - 12.2019
Customer Service Representative
Caliber Collision
01.2017 - 08.2017
Benefits Coordinator
Aflac
06.2016 - 12.2016
Customer Service Supervisor
Bed Bath & Beyond
07.2015 - 04.2016
Sales Associate
Bed Bath & Beyond
10.2013 - 07.2015
University of Memphis
Bachelor of Liberal Studies from Business And Psychology
08.2013 - 12.2019
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