Katherine Ginn
Gresham,OR
Summary
Resourceful, detail-oriented and a proven track record for meeting deadlines and exceeding expectations.. Exemplary problem-solving skills. Ability to identify problems and implement fast and effective corrective processes. Strong leadership, teaching, curriculum development and writing capabilities. Self-starter, extremely flexible, adaptable and always try to bring a lot of positive energy to any given situation. Proven track record for driving team performance in a metric based environment. Strong communication, interpersonal and professional working ethics with both customers and colleagues.
Overview
25
25
years of professional experience
Work History
Manager Escalation Advocate
Block - Cash App
04.2024 - Current
- Deliver friendly service and offer expert support in every interaction for escalated customers and coworkers.
- Established trusting relationships with customers by maintaining open lines of communication and support.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution.
- Work effectively with escalated customers upholding company policy while providing a positive experience for the customers.
- Handle each escalated complaint form to determine the most accurate and beneficial resolution for the customer.
Cusotmer Service - Chat Agent
Block - Cash App
07.2022 - 04.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Achieved consistent positive feedback from customers through empathetic listening and problem-solving skills.
- Maintain an exceed a high quality assurance each month by limited errors and attention to detail.
- Assisted in the training of new Chat Agents, sharing best practices and techniques for success.
Multi-Channel Manager Email, Chat and Text
Enterprise Holdings
11.2016 - 06.2022
- Lead a team of 21 Multi-Channel advocates in a metric based customer service role.
- Preformed monthly Quality Assurance evaluations for all of my advocates to maintain a high standard of performance for the company.
- Drove metric-based performance through average handle time, schedule adherence, contact quality, billables to maintain efficient service levels.
- Conduct weekly meetings to update and train agents on new policies/procedures with a proven track record for productive and effective performance
- Analyzed customer feedback, monitored the trends and reported to senior management on a monthly basis.
- Did the training and hiring for several of my advocates as well.
Enterprise Team Manager - Customer Service Phones
Enterprise Holdings
02.2017 - 01.2020
- Led a team of 14 customer service agents, effectively increasing performance.
- Designed training material and special projects for customer service and previously provided additional support for our reservation, social media, Xerox (seasonal team) and insurance replacement teams
- Conduct weekly interviews for our customer service department
- Evaluate employee monthly performance and coached and train accordingly increasing quality of work and employee motivation
- Facilitated team manager calibration meetings enduring consistent alignment of customer contact quality measurements
- Scheduling and planning agent meetings/training on a daily and monthly basis.
Enterprise Rental Management Rep: Flexor/Trainer (Nationwide insurance)
Enterprise Holdings
09.2015 - 03.2016
- Trained new hires on phones and files, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Facilitated team-building exercises to foster collaboration between department members.
Enterprise Customer Service Agent
Enterprise Holdings Inc.,
09.2012 - 09.2015
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Centennial School District/Sun community School - Educational assistant/Sun School Teacher
01.2011 - 02.2013
- Performed required instructional and non-instructional duties for teachers, student and staff for two elementary schools in the English language development department
- Supported and assisted teachers to maintain their focus on student learning and student success
- Prepared and updated paperwork requirements mandated by state educational standards
- Assisted in preparation, grading and instruction for state mandated student testing
- Took a short leave of absence from Centennial during this time to train at Enterprise and complete my degree.
Ground Service Agent
Southwest Airlines, SWA
06.1999 - 01.2010
- Provided fast and effective customer service to travelers to and from their destinations on the ticket counter, gates and baggage claim
- Implemented security measures for the safety and security of the passengers, employer and employees
- Stepped in as a supervisor when necessary to help the operation run effectively with limited supervisors on duty
- Preformed on the job training and support for new hires.
Education
Bachelor of Science - Social Science And Sociology
Portland State University
Portland, OR06.2012
Associate of Arts - Teaching
Mt. Hood Community College
Gresham, OR09.2010
Skills
- Microsoft Word
- Excel
- Power point
- Guidewire
- Verint
- Sabre
- Right Now
- Work brain
- IEX
- Toolbox
- CF1
- OneNote
- Ralph
- Odyssey
- Web desktop
- CMS
- Natres
- Max
- InContact
- Web-station
- Windows 10
- Apple OSX
- MacOS
Timeline
Manager Escalation Advocate
Block - Cash App
04.2024 - Current
Cusotmer Service - Chat Agent
Block - Cash App
07.2022 - 04.2024
Enterprise Team Manager - Customer Service Phones
Enterprise Holdings
02.2017 - 01.2020
Multi-Channel Manager Email, Chat and Text
Enterprise Holdings
11.2016 - 06.2022
Enterprise Rental Management Rep: Flexor/Trainer (Nationwide insurance)
Enterprise Holdings
09.2015 - 03.2016
Enterprise Customer Service Agent
Enterprise Holdings Inc.,
09.2012 - 09.2015
Centennial School District/Sun community School - Educational assistant/Sun School Teacher
01.2011 - 02.2013
Ground Service Agent
Southwest Airlines, SWA
06.1999 - 01.2010
Bachelor of Science - Social Science And Sociology
Portland State University
Associate of Arts - Teaching
Mt. Hood Community College
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