Summary
Overview
Work History
Education
Skills
Timeline
Generic

Katherine Holt

Dayton,Ohio

Summary

Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than 20 years of related experience and superior planning and time management abilities.

Overview

24
24
years of professional experience

Work History

Hospitality Manager

Sheetz
07.2023 - Current
  • Increased customer service ratings significantly through personable service.
  • Promoted a positive work environment fostering teamwork among employees across all departments within the establishment.
  • Optimized staffing schedules based on expected occupancy rates, maximizing productivity without compromising on service quality.
  • Collaborated with various departments to achieve operational excellence, boosting overall guest experience quality.
  • Developed a loyal customer base by consistently exceeding expectations with personalized attention and care.
  • Analyzed customer feedback to identify areas for improvement, leading to continuous enhancement of offerings.
  • Evaluated team performance regularly, recognizing outstanding contributors while addressing gaps through targeted coaching sessions or additional training as required.
  • Managed daily operations for the smooth functioning of the establishment, ensuring high-quality service delivery.
  • Ensured compliance with industry standards and regulations through regular audits and inspections.
  • Improved staff performance by providing comprehensive training programs focused on customer service skills.

Hospitality Manager

Sheetz
12.2021 - 07.2023
  • Increased customer service ratings significantly through personable service.
  • Promoted a positive work environment fostering teamwork among employees across all departments within the establishment.
  • Optimized staffing schedules based on expected occupancy rates, maximizing productivity without compromising on service quality.
  • Collaborated with various departments to achieve operational excellence, boosting overall guest experience quality.
  • Developed a loyal customer base by consistently exceeding expectations with personalized attention and care.
  • Analyzed customer feedback to identify areas for improvement, leading to continuous enhancement of offerings.
  • Evaluated team performance regularly, recognizing outstanding contributors while addressing gaps through targeted coaching sessions or additional training as required.
  • Managed daily operations for the smooth functioning of the establishment, ensuring high-quality service delivery.

Supervisor

Sheetz
06.2017 - 12.2021
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed store opening and closing procedures and balanced tills.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Responded to and resolved customer questions and concerns.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Helped store management meet standards of service and quality in daily operations.
  • Enforced company policies and regulations with employees.
  • Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
  • Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.

Supervisor

Sheetz
09.2015 - 06.2017
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Helped store management meet standards of service and quality in daily operations.

Supervisor

Sheetz
11.2014 - 09.2015
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Responded to and resolved customer questions and concerns.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Helped store management meet standards of service and quality in daily operations.
  • Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
  • Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.

Assistant Customer Service and Sales Manager

Food Lion Delhaize Group
08.2010 - 05.2015
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Resolved customer issues quickly to close deals and boost client satisfaction.
  • Increased sales revenue by developing and implementing effective sales strategies.
  • Built long-lasting client relationships through excellent customer service and consistent followups.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
  • Coordinated staff schedules to maintain optimal coverage during peak service hours.
  • Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
  • Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
  • Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.

Front End Customer Service Associate

Food Lion Delhaize Group
01.2009 - 08.2010
  • Streamlined checkout processes by multitasking between register duties, bagging items, and engaging with customers simultaneously.
  • Managed returns and exchanges, maintaining professionalism while adhering to company policies.
  • Participated in special events or sales promotions within the store, supporting marketing efforts aimed at driving revenue growth.
  • Kept inventory well-stocked at the front end displays, making it easy for customers to find popular items quickly.
  • Handled high-volume cash transactions accurately, ensuring proper handling of both cash and credit payments.
  • Supported store management in implementing changes to improve front end efficiency and customer satisfaction.
  • Assisted in training new team members, sharing best practices for providing excellent customer service.

Call Center Supervisor

AB&C Group
04.2005 - 03.2008
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Developed and implemented customer service policies and procedures.

Call Center Lead

AB&C Group
09.2003 - 04.2005
  • Assisted in recruitment efforts by conducting interviews, evaluating candidates'' skills, and recommending top talent for available positions.
  • Contributed to company growth by consistently meeting or exceeding sales targets through proactive upselling techniques.
  • Implemented effective coaching strategies to improve agent performance and customer experience.
  • Led weekly meetings to discuss team goals, priorities, challenges, and progress updates, promoting open communication among staff members.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Responded to customer requests for products, services, and company information.

Quality Assurance Specialist

AB&C Group
12.2000 - 09.2003
  • Incorporated real-life case studies into lessons, providing practical examples of call center challenges and effective solutions.
  • Achieved higher trainee retention rates through continuous feedback and coaching sessions.
  • Developed comprehensive training materials, ensuring consistency in training delivery across multiple teams.
  • Facilitated hands-on workshops to enhance employee understanding of company policies and procedures.
  • Optimized training schedules to maximize resource utilization while minimizing downtime for employees.
  • Delivered ongoing refresher courses to maintain employee proficiency in product knowledge and customer service skills.
  • Conducted regular assessments and evaluations of trainees to track learning progress and make necessary adjustments.
  • Consistently received positive feedback from both trainees and managers on the effectiveness of my training sessions.
  • Partnered with quality assurance teams to align training content with industry best practices and compliance standards.
  • Improved overall call center performance by identifying skill gaps and providing targeted training solutions.
  • Provided coaching and mentoring to employees.
  • Established and maintained quality control standards.

Call Center Representative

AB&C Group
07.2000 - 12.2000
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Responded to customer calls and emails to answer questions about products and services.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Processed debit and credit card and electronic check payments.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.

Education

No Degree - Business Management

Piedmont Virginia Community College
Charlottesville, VA

High School Diploma -

Madison County High School
Madison, VA
06.2000

Skills

  • Customer Service
  • Employee Training
  • Team Leadership
  • Workplace Safety
  • Coaching and Mentoring
  • Food Safety
  • POS Systems
  • Mentorship
  • Work Planning and Prioritization
  • Workforce Management
  • Staff Development

Timeline

Hospitality Manager

Sheetz
07.2023 - Current

Hospitality Manager

Sheetz
12.2021 - 07.2023

Supervisor

Sheetz
06.2017 - 12.2021

Supervisor

Sheetz
09.2015 - 06.2017

Supervisor

Sheetz
11.2014 - 09.2015

Assistant Customer Service and Sales Manager

Food Lion Delhaize Group
08.2010 - 05.2015

Front End Customer Service Associate

Food Lion Delhaize Group
01.2009 - 08.2010

Call Center Supervisor

AB&C Group
04.2005 - 03.2008

Call Center Lead

AB&C Group
09.2003 - 04.2005

Quality Assurance Specialist

AB&C Group
12.2000 - 09.2003

Call Center Representative

AB&C Group
07.2000 - 12.2000

No Degree - Business Management

Piedmont Virginia Community College

High School Diploma -

Madison County High School
Katherine Holt