Katelyn D. Duling
Alabaster,AL
Summary
Experienced electronics repair technician with over 10 years of experience in the retail world. Excellent reputation for resolving problems and improving customer satisfaction. Successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
10
10
years of professional experience
6
6
Certification
Work History
Lead Technical Consultant
Assurant
Birmingham, AL
11.2021 - Current
- Monitor employee tasks, evaluate information processing and performance to gauge business functions and inefficiencies.
- Investigate and address system issues to enhance usability and improve functionality.
- Troubleshoot and triage mobile devices, replace inoperable parts; screens, speakers, microphones, etc.
- Responsible for knowing all current method and procedures, ordering parts that have gone defective or broken while on display.
- Perform bi-weekly inventory counts as well as check-in all inventory, transfer and return used parts.
- Organize system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Oversee employee performance and attendance.
- Installed system updates to address vulnerabilities and reduce security issues.
Lead Technical Consultant
Asurion, Sprint Contractor
Hoover, AL
10.2020 - 11.2021
- Responsible for overseeing inventory and performing routine inventory counts- reconciliation for all shrink and discrepancies.
- Adhere to established ESD guidelines, repair procedures, and associated safety standards.
- Maintain authoritative knowledge on procedures through continued education and ongoing training.
- Replace or quick fix someone's wireless device.
- Identify and meet needs and expectations of customers through application of skill and knowledge acquired to deliver exceptional customer service.
- Create weekly schedules and employee reviews.
- Monitor employee tasks to gauge business functions and inefficiencies.
- Install system updates to address vulnerabilities and reduce security issues.
Technical Consultant
Asurion
Hoover, AL
07.2019 - 10.2020
- Obtain knowledge of programs and procedures to successfully meet customers’ needs.
- Explain and sell worry free extended warranty to customers.
- Ensure high levels of customer satisfaction through excellent white glove service.
- Describe and explain use, operation, and care of merchandise to customers.
- Resolve and repair customer issues with handheld devices.
- Maintain knowledge of current technology and troubleshooting solutions.
- Analyze client business processes to propose optimal software applications for unique requirements
District Manager
Cellairis SIS Repair LLC
New Albany, MS
10.2018 - 07.2019
- Review operational records and reports to project sales and determine profitability.
- Prepare budgets and approve budget expenditures.
- Monitor customer preferences to determine focus of sales efforts.
- Resolve customer complaints regarding sales and service.
- Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs.
- Modeled best practices for sales and customer service
- Held weekly meetings with director to identify techniques to overcome sales obstacles
Store Manager
Cellairis
Tupelo, MS
01.2016 - 10.2018
- Maintain store staff by networking, recruiting, selecting, orienting, and training employees.
- Prepare and control budget aiming for minimum expenditure and efficiency.
- Ensure availability of merchandise, approve contracts; maintain inventories.
- Coach sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Rotate merchandise and displays to feature new products and promotions
- Schedule and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns
Assistant Store Manager
Cellairis
Tupelo, MS
01.2015 - 01.2016
- Assist store manager in organizing, planning and implementing strategies to attract customers.
- Ensure store schedules and objectives are met by employees.
- Coordinate daily customer service operations.
- Coach and support new and existing Sales Associates.
- Open and close cash registers, performing tasks such as counting money; separating charge slips, coupons, and vouchers; balancing cash drawers; and making deposits.
- Provide weekly work schedules to employees to accommodate business demands and vacation requests
- Maintain positive customer relationships by responding quickly to customer service inquiries
Retail Sales Associate
Cellairis
Tupelo, MS
01.2014 - 01.2015
- Run and obtain full knowledge of Point of Sale system.
- Describe and explain use, operation, and care of merchandise to customers.
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
- Maintain records related to sales and status of customer devices.
- Ensure high levels of customer satisfaction through excellent sales service.
- Diagnose most equipment problems using appropriate tools, test equipment, and documentation.
- Dismantle variety of devices to gain access to and remove defective parts using various hand tools and power tools.
Retail Sales Associate
FinishLine
Tupelo, MS
06.2013 - 05.2014
- Describe and explain use, operation, and care of merchandise to customers.
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
- Open and close cash registers, performing tasks such as counting money; separating charge slips, coupons, and vouchers; balancing cash drawers; and making deposits.
- Helped customers complete purchases, locate items and join reward programs.
- Check pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Issue receipts and processed refunds, credits or exchanges.
- Organize store merchandise racks and displays to promote and maintain visually appealing environments.
Retail Sales Associate
Journeys
Tupelo, MS
05.2012 - 06.2013
- Introduce promotions and opportunities to customers.
- Greet customers, respond to questions, improve engagement with merchandise and provide outstanding customer service.
- Operate cash registers, manage financial transactions, and balance drawers.
- Stock merchandise, clearly labeling items, and arranging according to size or color.
- Fold and arranged merchandise in attractive displays to drive sales.
Education
Associate of Arts -
Itawamba Community College
Fulton, MS05.2014
Skills
- Oral and written communications skills
- Hands On Creativity
- Time Management
- Sales/Customer Service
- Critical thinking and problem solving
- Teamwork and collaboration
- Self-Motivation
- Leadership
- Troubleshooting and testing skills
Certification
- Apple Certified IOS Technician
- iMac 2019 Models Product Qualification
- Apple Service Fundamentals 2019
- Samsung Mobile Device Repair Technician
- Level 2 Repair Technician WISE
- Asurion Service and Repair Technician
Timeline
Lead Technical Consultant
Assurant
11.2021 - Current
Lead Technical Consultant
Asurion, Sprint Contractor
10.2020 - 11.2021
Technical Consultant
Asurion
07.2019 - 10.2020
District Manager
Cellairis SIS Repair LLC
10.2018 - 07.2019
Store Manager
Cellairis
01.2016 - 10.2018
Assistant Store Manager
Cellairis
01.2015 - 01.2016
Retail Sales Associate
Cellairis
01.2014 - 01.2015
Retail Sales Associate
FinishLine
06.2013 - 05.2014
Retail Sales Associate
Journeys
05.2012 - 06.2013
Associate of Arts -
Itawamba Community College