Katherine Gandy
Newport News,Virginia
Summary
Call Center Representative versed in customer support protocols for the Apple client. Extensive high-call volume experience, spanning 2.5 years working with Apple product consumers. Superior computer skills and telephone etiquette.
Patient and empathetic customer service with extensive background in conflict resolution and customer care. Desires a customer service role. Motivated Customer Service Representative with over 4 years retail experience in fast-paced, team-based environment. Driven and proven successful at achieving established targets and team goals.
Friendly Customer Service Representative adapt at working in diverse settings and customer service environments. Offering 10 years of experience and honored proficiency in customer service, account information and professional customer support . Driven and proven successful at achieving established targets and team goals. Outgoing customer service excelling at customer satisfaction and retention. Adapt at pre and post-sales support through stocking and money transfers. Flexible and hardworking in deadline-driven environments. Proactive Senior Advisor with expertise in delivering support services and resolving customer complaints. Trained in broadband and complex techniques. Demonstrated competencies in operating multi-line phone systems, order taking and high volume customer demands. Highly-skilled agent enthusiastic about ensuring optimal customer service for professional objectives. Energetic team player with top-notch organizational skills. Personable and professional under pressure. Friendly and enthusiastic Senior Manager who consistently meets customer service satisfaction goals. Enthusiastic Outside Machinist with 2.5 years working Virginia Class Submarine program applying vast knowledge of mechanics, shop mathematics, metal properties, layout and machining procedures. Expert at reading work orders and adhering to standard operating procedures. Detail-oriented and industrious professional with strong problem-solving abilities. Committed to doing the job the correct way the first time. Available 40 hours per week or more, including weekends, evenings and holidays.
Overview
9
9
years of professional experience
Work History
X43-Outside Machinist
Newport News Shipbuilding Of Huntington Ingalls
Newport News, VA
03.2020 - 07.2022
- Used various portable and fixed machine tools such as boring bars, milling machines, facing machines and drill presses.
- Tested and inspected installed machinery and equipment during trials.
- Studied daily work instruction, sketches, drawings, blueprints and manuals to determine dimensions and tolerances accurately.
- Ran heavy duty lathes, boring machines, mills, planers and grinders to craft products.
- Installed, adjusted, set and repaired or replaced various regulating or safety devices such as meters, gauges, valves, governors and automatic alarms.
- Maintained inventory of temporary and permanent hardware and various shop materials.
- Safely operated heavy machinery such as pumps, fans and gear reducers without incident.
- Lubricated parts and performed minor and preventive maintenance to improve machine function and increase lifespan.
- Assessed equipment after each production run and performed preventive maintenance to keep machines running smoothly.
- Completed projects on time and under budget and maintained equipment and tools.
- Manufactured piping connections, applied pressure, detected leaks and removed excess metal.
- Obtained blueprints and support materials from suppliers and engineers.
- Closely monitored equipment to detect and report malfunctions and prevent accidents.
- Interpreted drawings and planed work in proper operational sequence on multi-cut jobs.
Customer Service Representative 2
Kelly Services
Troy, MI
03.2019 - 02.2020
- Managed timely and effective replacement of damaged or missing products.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Handled over 40-50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Performed data entry with MAC OSX to record call notes, suggestions and questions.
- Handled top priority customers in demanding billing and account setting in coordination with solid team of 15 customer service associates.
- Facilitated SSE orders and completed accurate entry in timely and efficient manner.
- Entered customer interaction details in MAC OSX to track requests, document problems and record solutions offered.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cross-trained and provided back up for customer service managers.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered average of 40-50 calls, emails per day, addressing customer inquiries, solving problems and providing product information.
Customer Service Representative 1
Kelly Services Inc
Troy, MI
08.2016 - 02.2019
- Answered average of 45 calls per day, addressing customer inquiries, solving problems and providing new product information.
- Asked open-ended questions to assess customer needs.
- Supported customers and fielded questions regarding merchandising and pricing.
- Recommended products and services aligned with customers' needs and preferences.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Assisted 225 customers in an average weekly by answering questions, responding to inquiries and handling requests by phone.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Learned, referenced and applied product knowledge information.
- Directed calls to appropriate individuals and departments.
- Set up and explained new membership contracts.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
APAC
Newport News, Virginia
08.2013 - 04.2015
- To resolve customer questions, complaints, and requests.
- Provide pricing and delivery information, and processes orders.
- Verify names, addresses, purchases, and specific feedback of customers to maintain an accurate customer list into a computer.
- Educate and/or sell the client's product or service to the customer.
Sales Associates
Hampton Coliseum
Hampton, Virginia
01.2009 - 2015
- Ticket Seller.
- Process ticket sales at the box office where customers pay with either cash or credit cards.
- Operate office equipment as needed including copier, fax machine, multi-lined telephone, etc.
- Maintain an organized work space., Provide prompt, efficient and courteous customer service.
- Maintain a clean, customer friendly environment in the store.
- Ring customer sales on an electronic cash register.
- Receive cash from customer and gave correct change.
- Regular, dependable attendance and punctuality.
Visitor Service Attendant
Virginia Air and Space Center
Hampton, Virginia
03.2007 - 10.2008
- Worked in several areas of the museum including the gift shop, carousel, theater, café'.
- Welcomed all guest to Historic Downtown Hampton while initiating and completing sales transactions quickly and accurately.
- Responsible for following all daily policies and procedures.
Education
Associate of Applied Science - Massage Therapy
Medical Careers Institute
Newport News, VA2009
Skills
- Training development aptitude
- Customer service
- Call center
- Quick learner
- Complaint resolution
- Multi-line phone talent
- Technical support
- Critical Thinking
- Safe Work Practices
- Mechanical Test Equipment
- Maintaining Clean Work Areas
- Mechanical Operations
- Lockout and Tagout Processes
- Hydraulic Components
- Organization and Time Management
- Maintenance and Repair
Accomplishments
- Leadership Development Program
- Participated in technology training courses and trained colleagues in new technology concepts and practices applicable for the classroom.
Timeline
X43-Outside Machinist
Newport News Shipbuilding Of Huntington Ingalls
03.2020 - 07.2022
Customer Service Representative 2
Kelly Services
03.2019 - 02.2020
Customer Service Representative 1
Kelly Services Inc
08.2016 - 02.2019
Customer Service Representative
APAC
08.2013 - 04.2015
Sales Associates
Hampton Coliseum
01.2009 - 2015
Visitor Service Attendant
Virginia Air and Space Center
03.2007 - 10.2008
Associate of Applied Science - Massage Therapy
Medical Careers Institute
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