Katherine Marzan
Homestead,FL
Summary
Customer-focused professional with 10+ years of experience delivering high-quality support in fast-paced, high-volume environments. Skilled in resolving complex customer issues, communicating clearly under pressure, and providing efficient, empathetic service. Experienced with CRM systems and digital tools, with a strong ability to quickly learn new platforms and adapt to evolving workflows. Proven track record of taking ownership of customer concerns and driving issues through to resolution.
Overview
17
17
years of professional experience
Work History
Shift Supervisor
Starbucks Coffee Company
Miami, FL
08.2012 - Current
- Delivered real-time customer support in a high-volume environment, resolving issues quickly while maintaining a positive and empathetic experience
- Handled escalated customer concerns with professionalism, using critical thinking and strong communication to reach effective resolutions
- Investigated customer issues by gathering and analyzing information to determine accurate solutions
- Maintained detailed and accurate records of customer interactions using CRM and digital systems
- Managed multiple priorities simultaneously, balancing speed, accuracy, and service quality during peak operations
- Took full ownership of customer concerns, ensuring follow-through and resolution across all interactions
- Adapted quickly to new tools, systems, and operational changes in a dynamic environment
- Trained and coached team members on customer service standards, communication, and problem-solving techniques
Floor Manager
Regal Entertainment Group
Miami, FL
02.2009 - 06.2012
- Provided front-line customer support in a fast-paced, high-traffic environment
- Resolved guest concerns by investigating issues, analyzing information, and implementing effective solutions
- Maintained clear and professional communication with customers and team members
- Coordinated team operations to ensure efficient service delivery and positive customer experiences
Education
Bachelor of Science - Public Service and Public Policy
Arizona State University
Tempe, AZ12-2024
Skills
- Customer Support (Phone, In-Person, Digital)
- Conflict Resolution & De-escalation
- Problem-Solving & Critical Thinking
- CRM Systems & Customer Data Management
- Microsoft Office & Google Workspace
- Time Management & Multitasking
- Adaptability in Fast-Paced Environments
- Cross-Functional Communication
- Attention to Detail & Accuracy
Timeline
Shift Supervisor
Starbucks Coffee Company
08.2012 - Current
Floor Manager
Regal Entertainment Group
02.2009 - 06.2012
Bachelor of Science - Public Service and Public Policy
Arizona State University