Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Katherine Armstrong

Longboat Key,FL

Summary

Dynamic professional with a proven track record in customer service excellence at Publix, adept at complaint handling and showcasing empathy. Leveraged computer skills and teamwork to enhance service quality and resolve disputes efficiently. Achieved significant engagement growth as SHS Lacrosse Social Media Manager through strategic content and collaboration. Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Publix Customer Service

Publix
01.2020 - Current
  • Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
  • Collaborated with team members to improve overall response times and service quality.
  • Negotiated successful resolutions between customers and the company during disputes or disagreements.
  • Facilitated training sessions for new hires, instilling best practices in customer service excellence.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Implemented and developed customer service training processes.

SHS Lacrosse Social Media Manager

Sarasota High School
01.2020 - 05.2024
  • Increased customer engagement through social media.
  • Managed multiple social media platforms, ensuring a consistent brand voice and message.
  • Boosted engagement rates with the creation of compelling and visually appealing content.
  • Optimized posting schedules based on platform-specific analytics to maximize content visibility.
  • Developed marketing content such as blogs, promotional materials, and advertisements for social media.
  • Successfully built a loyal following by consistently sharing valuable content that resonated with the target audience.
  • Increased brand awareness by developing and implementing effective social media strategies.
  • Provided exceptional customer service through timely and thoughtful responses to user comments and messages.
  • Developed relationships with influencers to grow reach of company and create wider visibility.
  • Facilitated live events such as Q&A sessions or product launches on various social platforms engaging audiences directly.
  • Led team meetings and training sessions, fostering collaboration among team members for optimal results in social media management tasks.
  • Oversaw social media presence and aligned posts to include branding and trending ideas.

Veteranarians Assistant

Humane Society of Sarasota
05.2023 - 09.2023
  • Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
  • Greeted guests in with friendliness and professionalism.
  • Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
  • Worked closely with management to provide effective assistance for specific aspects of business operations.
  • Collected and input timesheet data into automated accounting system and processed labor corrections.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.

Education

High School Diploma -

Sarasota High School
Sarasota, FL
05.2024

Skills

Complaint Handling

Empathy Display

Patience Maintenance

Call center experience

Customer Service

Time management abilities

Teamwork and Collaboration

Professionalism

Certification

  • Microsoft Office Specialist (MOS) Certification

Timeline

Veteranarians Assistant

Humane Society of Sarasota
05.2023 - 09.2023

Publix Customer Service

Publix
01.2020 - Current

SHS Lacrosse Social Media Manager

Sarasota High School
01.2020 - 05.2024

High School Diploma -

Sarasota High School

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Katherine Armstrong