Katherine DaSilva
Brookfield,CT
Summary
Dynamic leader with a proven track record with being an extremely fast learner. Teach me something one time and that is all I need. Skilled in Front Office Management and Team Building, and adept at resolving complex issues. Excelled in multitasking and maintaining professionalism in high-stress situations, significantly boosting service quality and efficiency. Driven Front Desk Agent, highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
Customer Service Supervisor
Bed Bath & Beyond
Danbury, CT
02.2019 - 09.2020
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations or times of day.
- Provided backup support for other departments when needed, showcasing versatility within the store's environment.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Supported team with customer service issues, voids and returns.
- Prepared merchandise for sales floor by pricing or tagging.
- Ran the customer service desk alone, as well as worked the health & beauty section in the store.
- Managed high-volume phone calls, as well as being able to answer every question or concern the customer had in regards to every department in the store.
- Had to multi-task to be able to check customers out, handle all returns & exchanges, answer all phone calls, place online orders for customers, fill in-store pick up orders, check availability in our store and surrounding stores, guided and trained cashiers and fellow store associates, delegate jobs that need to be done to employees throughout the store, as well as marked down merchandise that needed to be discounted, and damaged out returned merchandise.
- Kept the front end of the store stocked, faced, and clean at all times.
- Closed the store every night, along with a manager; counted all the registers and money, did the deposits, filled out all the paperwork for the end of day reports, as well as entering that information into the computer system and faxing any documents that needed to be, over to corporate.
Front Desk Receptionist
Elans
Danbury, CT
02.2015 - 03.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create a welcoming environment for visitors and employees.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Assisted management in implementing new policies and procedures, contributing to overall operational improvements.
- Properly check ID's and take an admission charge from customers.
- Answer all phone calls, while being able to thoroughly answer any and every question that was asked.
- I also did some waitressing when needed, I would take drink orders and deliver it to the customers.
- Screened visitors to verify accessibility to inter-office personnel.
Seasonal Sales Associate
Kohls
Brookfield, CT
08.2015 - 01.2016
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Worked flexible hours across night, weekend, and holiday shifts.
Seasonal Customer Service Lead
Toys R Us
Danbury, CT
10.2014 - 02.2015
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Trained new associates in company policies and procedures, ensuring consistent quality of customer care.
- Enhanced customer satisfaction by promptly addressing and resolving service inquiries.
- Demonstrated excellent multitasking skills by juggling multiple tasks simultaneously while maintaining attention to detail and accuracy.
- Managed high call volumes with exceptional professionalism, maintaining a positive attitude during peak hours.
- Assisted customers in finding suitable products, leading to increased sales and repeat business.
- Exceeded performance metrics consistently, setting an example for fellow team members as a top-performing associate.
- Had to be able to effectively multi-task to be able to have the customer service desk run smoothly.
- Swiftly handled all returns and exchanges.
- Welcomed guests with a warm and welcoming environment and smile.
- Maintained calm demeanor and professionally managed issues in busy high-stress situations.
- Provided backup support for other departments when needed, showcasing versatility within the work environment.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Education
High School Diploma -
Bethel High School
Bethel, CTSkills
- Extremely Fast Learner
- Effectively trained in using hotel's OPERA system
- Front Office Management
- Invoicing and Billing
- Problem-Solving
- Complaint resolution
- Time Management
- Customer Service
- Team Building and Leadership
- Guest Relations
- Microsoft Office
- POS Systems
- Phone and Email Etiquette
- Cash Handling
- Teamwork and Collaboration
- Front Desk Management
Extremely Fast Learner
I am an extremely fast learner, I am able to be shown how to do something once and be ready to go.
Fully trained in OPERA hotel front desk system.
I was fully trained as a Front Desk Agent at the LaQuinta hotel. I learned the new OPERA system most hotels use, within three days instead of two weeks of training. I learned it so fast that instead of training me for the full two weeks, the hotel's General Manager left me to work completely alone, as the only employee, starting on my 3rd day of training, due to how fast I learned the system and process. I can efficiently run the front desk at a hotel accurately and with no problems.
Timeline
Customer Service Supervisor
Bed Bath & Beyond
02.2019 - 09.2020
Seasonal Sales Associate
Kohls
08.2015 - 01.2016
Front Desk Receptionist
Elans
02.2015 - 03.2018
Seasonal Customer Service Lead
Toys R Us
10.2014 - 02.2015
High School Diploma -
Bethel High School