Summary
Overview
Work History
Education
Skills
Timeline
Generic

Katelyne Sharon-Walker

West Allis,WI

Summary

Hard-working professional with 12 years of experience and a proven knowledge of customer service, retail and B2B sales, and data entry. Aiming to leverage my skills to successfully fill the role at your company.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

10
10
years of professional experience

Work History

Senior B2B Customer Service Representative- Tracoe

Atos Medical
08.2023 - Current
  • Participate in Senior Representative meetings.
  • Identify issues within Facility Service team and create resolutions and/or coach team members.
  • Serve as reliable Point of Contact for entire department while supervisor is out of office.
  • Create training template and resources for new hires to utilize while onboarding.
  • Accurately enter business-to-business DME purchase orders.
  • Maintain customer satisfaction through professional communication and product knowledge.
  • Resolve product and shipping complaints with the customer as well as Logistics and Returns departments.
  • Meet with national and global leaders to touch base on progress of purchase order processing and business growth.

Customer Service Representative

Atos Medical
08.2022 - 08.2023
  • Accurately enter business-to-business DME purchase orders.
  • Provide a 24 hour turn around time with purchase orders, tracking requests, return requests, quotes, and other correspondences.
  • Maintain customer satisfaction through professional communication and product knowledge.
  • Resolve product and shipping complaints with the customer as well as Logistics and Returns departments.
  • Communicate effectively with TSMs, RSMs, and facilities alike.
  • Create new accounts based on applications provided.
  • Train new team members on accurately entering purchase orders into SAP, as well as observe proper email and phone call etiquette.
  • Fulfill backordered Tracoe purchase orders on behalf of Bryan Medical.
  • Educate potential customers on the account application process, as well as guiding new customers through our PO processes.
  • Heavily communicate with National Tracheostomy Manager, Business Financial Analyst, Accounting Department, Project Manager, Continuous Improvement Specialist, and Supervisor about the progress of entering Tracoe POs and the amount of Tracoe-related correspondence we receive.

Store Manager

Torrid
05.2021 - 08.2022
  • Stocked and organized products in storage spaces and retail shelves.
  • Evaluated customer feedback and complaints to locate weaknesses and improve service.
  • Coordinated employee schedules according to availability and made staffing adjustments to cover shifts.
  • Implemented loss prevention strategies, alleviating shrink.
  • Addressed employee issues, performed corrective actions, and terminated employment when necessary.
  • Interviewed and hired prospective employees according to team needs.
  • Created and distributed training materials and programs to staff members.
  • Planned store layouts and designed displays.
  • Demonstrated and supported continuous improvement and growth mindset.

Shift Supervisor

Starbucks
08.2016 - 08.2021
  • Used company tools and resources to train employees.
  • Oversaw shift operations to create quality products that met company standards.
  • Cultivated and maintained work culture through team building and positive interactions.
  • Complied with company standards and policies, setting example for team members.
  • Created successful shift plans, adjusting team member line-up to achieve shift efficiency.
  • Held team members accountable during shift by effectively coaching to improve performance.
  • Coached team members, delivering candid feedback on expectations and performance.
  • Supervised beverage production and preparation, promoting consistency with established recipes and procedures.

Assistant Store Manager

Torrid
10.2019 - 04.2021
  • Maintained neat, clean, and organized store environment to foster health and safety of customers and employees.
  • Communicated performance issues to develop performance improvement plans.
  • Achieved average dollar sale and items per customer metrics to meet company expectations.
  • Instilled high standards of compliance by holding teams accountable.
  • Built employee knowledge base by engaging in continuous education, role-playing, and delegating tasks.
  • Set example for employees by demonstrating customer service and selling skills.
  • Provided performance feedback and coaching to employees.
  • Demonstrated and supported continuous improvement and growth mindset.

Sales Associate

Torrid
09.2018 - 09.2019
  • Drove sales through customer relationship building and suggestive selling techniques.
  • Kept signage and merchandise displays organized and up-to-date, promoting visual presentation standards.
  • Used product knowledge for handling objections.
  • Introduced promotions and sale opportunities, enticing customers.
  • Performed cleaning tasks, keeping store neat and organized.
  • Engaged with guests to understand and anticipate customer service needs.
  • Promoted visual presentation standards by keeping store replenished.
  • Greeted and escorted customers to product racks and shelves to assist with finding merchandise.
  • Operated cash register and POS to process sales transactions and handle payments.
  • Promoted benefits of store credit cards and customer loyalty programs to encourage repeat business.

Receptionist

Cami's Hair Design
01.2018 - 10.2018
  • Answered questions about company location and hours of operation.
  • Assisted with completion of forms and sign-in procedures.
  • Received payments and recorded receipts for services.
  • Scheduled appointments and maintained and updated appointment calendars.

Barista

Starbucks
06.2015 - 08.2016
  • Presented and explained drink menu, answering questions to educate customers.
  • Brewed espresso and added syrups and steamed milk to craft specialty drinks for customers.
  • Accomplished new and different drink requests, enhancing coffee shop reputation.
  • Cleaned and restocked dining room and bar areas and performed dishwashing and sanitation tasks.
  • Prepared and packaged mobile orders for patrons.
  • Maintained clean and healthy environment by following proper safety and sanitation regulations.
  • Trained new baristas on company processes and product preparation.

Education

No Degree - Psychology

Western Kentucky University
Bowling Green, KY

Skills

  • Customer service
  • Leadership
  • Shift scheduling
  • Management training
  • Time management
  • Payroll management
  • Customer interaction
  • Staff coaching and training
  • Handling complaints and inquiries
  • Professional verbal and written communication
  • Problem solving
  • Data entry
  • SAP
  • Active listening
  • Critical thinking
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Microsoft outlook
  • Order processing

Timeline

Senior B2B Customer Service Representative- Tracoe

Atos Medical
08.2023 - Current

Customer Service Representative

Atos Medical
08.2022 - 08.2023

Store Manager

Torrid
05.2021 - 08.2022

Assistant Store Manager

Torrid
10.2019 - 04.2021

Sales Associate

Torrid
09.2018 - 09.2019

Receptionist

Cami's Hair Design
01.2018 - 10.2018

Shift Supervisor

Starbucks
08.2016 - 08.2021

Barista

Starbucks
06.2015 - 08.2016

No Degree - Psychology

Western Kentucky University

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