Katherine Abbott
Minneapolis,USA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
311 SERVICE CENTER AGENT
City Of Minneapolis
01.2023 - Current
- Act as first point of contact for visitors and customers to Minneapolis Service Center
- Representing City on behalf of 12 different departments/divisions
- Interact directly with the public, providing general information, answering questions and gathering facts and pertinent information regarding various City Services, problems and complaints, also may include providing directions to County and State services
- Interpret policies/procedures and handle requests for technical information on functions and procedures of any of the 12 department/divisions as well as the City as a whole
- Assist customers with filling out required paperwork on behalf of City departments
- Examine and interpret various bills, orders, citations, and letters to provide customers with guidance for their situation and understanding on how to proceed
- Review permit and license applications for all departments
- Ensure completeness and accuracy and that any additional required documents are provided
- Verify credentials and licenses of professionals and contractors and maintain information in the Enterprise Land Management System
- Research and determine charges/fees and/or penalties for services requested or received
- Accept payments in all tender types for a variety of transactions in several different software systems
- Full understanding of all cash handling procedures and requirements to process payments within the city
- Check the City's drop box daily and process all documents and payments received
- Route any necessary documents to appropriate department
- Direct customers to department staff when appropriate
- Enter obtained information into pertinent database(s)
- Follow-up with customer and/or departments as required
- Prepare documentation of policy and procedure relevant to Minneapolis Service Center standards
- Track, manage and order all supplies for the Service Center
- Manage appointments and all department queues via Qmatic software
- Ability to cancel, reschedule, or adjust an appointment at the request of a customer
- Provide guidance and assistance to department staff on Service Center counter set up, requirements, technology
- Provide any received documentation to departments via scan and mail in a timely manner.
- Currently 311 LEAD CSR (Customer Service Representative Lead) Detail
- 03/1/2026-07/1/2026
- Deal directly with the public and/or other City staff in person and over the phone by giving out general information, answering questions, explaining procedures, and pertinent information regarding problems and complaints.
- Answer complex billing and process issues as they arise.
- Interpret departmental/divisional policies and procedures, City Ordinances, City Council actions and State laws for customers, the public, and others.
- Identify operational and developmental issues, create and implement innovative communications and solutions; lead development of procedures, policies, records, forms, and reports including financial and customer service statistical information.
- Lead development and delivery of outreach and educational programs and materials.
- Provide mentorship to Customer Service Representatives, identify training needs, create training materials, and lead training efforts of Customer Service Representatives in all aspects of divisions administrative functions.
- Represent the department while participating effectively on committees within division and across the enterprise.
- Complete other duties and special projects as assigned.
SAFETY COMMUNICATION CENTER (DISPATCHER)
BlockbyBlock
Minneota, MN
03.2021 - Current
- Prioritize all radio communication with the Downtown Improvement District Ambassador program, Street Outreach teams, Private security partners and Business owners
- Use (4) two-way radios to make announcements to Security and Street Outreach groups
- Answer Hotline for non-emergency public and client requests
- Train and coach new Dispatchers and train new Ambassadors on radios
- Conduct video Footage review of the safe zone cameras for incidents upon request
- Respond to WhatsApp instant messages for service requests
- Distribute BOLO alerts on behalf of the Minneapolis Police Department to extract additional suspect information and submit requests for camera footage from property owners of incidents under investigation.
SECURITY SPECIALIST
City Of Minneapolis
Minneapolis, MN
01.2023 - 09.2023
- Perform monitoring duties in the Security Operations Center for the City's building security systems, including access control, security alarms, security cameras, building emergency systems, and radio dispatch systems.
- Receive calls for assistance and incident reports from employees throughout the City, triage reports, and dispatch security to respond or call 911 to dispatch police accordingly.
- Initiate the PSB's emergency notification system to alert employees and guests of an active shooter, severe weather event, or similar incident affecting facilities.
- Issue photo access cards for employees, MBC staff, city leaders, and contractors and activate and deactivate access levels on cardholders' badges.
- Participate as a Building Emergency Control team member during actual emergencies and exercise training drills.
- Assist the Homeless Response Team in identifying homeless encampments throughout the city and work with CPED to regularly check city-owned lots and homes throughout the city via a mobile patrol unit.
- Perform nightly building inspections at City properties and worksites and respond to offsite situations via mobile patrol unit.
- Assist MBC security staff when needed, such as in the event of large City Council meetings and protests. In addition, we monitor cameras at City Hall and dispatch MBC security personnel
- Regularly monitor and patrol underutilized areas with issues such as the Public Service Center, Minneapolis Animal Care and Control, and Roof Depot. In addition, we ensure that the security contractor, Securitas, performs their duties as laid out in their contract and reports any discrepancies to our supervisor.
- Provide customer service-related support for visiting employees and guests of the building
- Administer an incident management database program for receiving, tracking, and managing safety, security, and emergency incident reports.
- Perform routinely building security patrols and respond to emergencies, disturbances, and regular service calls.
- Facilitate after-hours access for parents/guardians visiting the Youth Connection Center, standby for department meetings involving the public after-hours, and provide access for deliveries to the building and dock area for outside agencies.
- Accept, log, store, and disperse lost and found items per City ordinance; act as a contact for all lost and found requests from employees and guests. Left for a Job promotion, I still work for the city.
LOBBY AMBASSADOR
Allied Universal Security Services
01.2018 - 01.2020
- Answer phones, input data entry and help all customers, visitors and employees
- On the Security side, respond to medical calls, escort employees terminated off the property and fill out incident reports when required
- This is a high-level customer service position that requires efficient professionalism.
SUPERVISOR
Caribou Coffee
06.2017 - 01.2018
- Cash handling, counting the employees’ tills and the safe inventory for the facility and scheduling were typical day-to-day job duties
- Oversaw and gave work direction to 10 employees per shift.
- Count Inventory, for supplies in our store wasted and re-order
- Stocking & and ordering new stock for customers over the phone.
LEAD SUPERVISOR
World Duty Free Group (Airport)
08.2014 - 06.2017
- Oversaw and gave work direction to 12+ employees per shift
- Cash handling and bank runs were a few of the major parts of this job
- Presented all new promotional items to the staff.
- Going to 6 different stores to help for employee shortage.
- Handled customer complaints over the phone and in person.
- Count inventory and order supply's requested
Education
No Degree - Criminal Justice
MCTC
Downtown Minneapolis, MN05-2028
GED - Adult Education
MCTC
Minneapolis09-2009
Skills
- Inventory Counts
- Data Documentation
- Data Recording
- Order Checking
- Customer Relations
- Empathy and patience
- Problem-Solving
- Time Management
- Critical Thinking
- Safety Compliance
- Inventory Monitoring and Management
- Clear Communication
Certification
CJIS: 8/21/2025-8/21/2026
Timeline
311 SERVICE CENTER AGENT
City Of Minneapolis
01.2023 - Current
SECURITY SPECIALIST
City Of Minneapolis
01.2023 - 09.2023
SAFETY COMMUNICATION CENTER (DISPATCHER)
BlockbyBlock
03.2021 - Current
LOBBY AMBASSADOR
Allied Universal Security Services
01.2018 - 01.2020
SUPERVISOR
Caribou Coffee
06.2017 - 01.2018
LEAD SUPERVISOR
World Duty Free Group (Airport)
08.2014 - 06.2017
No Degree - Criminal Justice
MCTC
GED - Adult Education
MCTC