Katherine Carberry
Cedar Rapids
Summary
I am a motivated professional with extensive experience in customer service and quality assurance. I am seeking a full-time position where I can use my experience and skill set to grow with a company.
Customer care professional with solid background in managing and improving customer service operations. Adept at identifying and resolving issues to improve customer satisfaction and loyalty. Highly focused on team collaboration and achieving consistent results, with flexible approach to changing needs. Proven skills in leadership, communication, and problem-solving.
Overview
14
14
years of professional experience
Work History
Customer Care Lead
Nordstrom
03.2012 - Current
- Research and identify business opportunities, offering solutions for improvement
- Effectively resolved inbound customer service issues through multi-channel support
- Managing and solving customer and order issues while ensuring exceptional customer care
- Collaborated with various departments and centers for seamless operations
Interim Recruiting Coordinator
Nordstrom
05.2024 - 06.2024
- Coordinated candidate interviews with hiring managers, ensuring a smooth and efficient interview process for all parties involved
- Operated and maintained applicant tracking and candidate management systems
- Improved candidate experience by providing timely updates throughout the recruitment process, including any applicable changes to scheduled interviews or availability to open requisitions as well as interview reminders to decrease the number of no shows
- Participated in cold calling potential candidates to invite them in to hiring events and to apply to open requisitions to increase applicant flow
Quality Assurance Specialist
Nordstrom
09.2015 - 10.2023
- Conducted monthly audits on Care Specialists to ensure expected quality was met
- Connected with team supervisors bi-weekly to examine quality trends of their employees to offer productive feedback, refining employee skills
- Generated numerous high-quality reports on individual employees, surpassing the typical average expected of one specialist
- Participated in weekly calibrations to ensure alignment with current processes
- Developed and delivered cross-training materials to support multiple roles
- Utilized SharePoint for resource management, ensuring up-to-date information availability
- Performing effectively within a team setting that operates under fast-paced conditions and adheres to tight deadlines
Communications Operator
Nordstrom
10.2014 - 09.2015
- Managed inbound and internal calls, ensuring efficient connections and prompt message relay
- Maintained accurate personnel information in real-time and facilitated clear interoffice communication
- Played a key role in emergency situations, providing timely notifications and facilitating verbal communication
Customer Care Specialist
Nordstrom
05.2013 - 10.2014
Customer Care Specialist
Nordstrom
11.2010 - 03.2012
Education
Associate of Arts -
Kirkwood Community College
Cedar Rapids, IA05.2008
Skills
- Multi-tasking
- Proficient in Microsoft Office applications
- Adept in computer operations
- Skilled in SharePoint
- Strong collaborator
- Productive when working independently
- Experience using Point of Sales systems
- Highly organized
- Strong prioritization skills
- Keen attention to detail
- Expert in high-volume customer communication
- Adept at critical thinking for issue resolution
- Call center experience
- Escalation handling
- Customer service
- CRM software
Accomplishments
Received the Quality Spotlight award for Quarter 3 in 2017. Received the Most Valuable Player Award as a Communications Operator in 2016.
Awards
- Quality Spotlight Award, 07/01/17
- Communications Operator Most Valuable Player Award, 01/01/16
Timeline
Interim Recruiting Coordinator
Nordstrom
05.2024 - 06.2024
Quality Assurance Specialist
Nordstrom
09.2015 - 10.2023
Communications Operator
Nordstrom
10.2014 - 09.2015
Customer Care Specialist
Nordstrom
05.2013 - 10.2014
Customer Care Lead
Nordstrom
03.2012 - Current
Customer Care Specialist
Nordstrom
11.2010 - 03.2012
Associate of Arts -
Kirkwood Community College
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