Katherine McCusker
Advanced Call Center Technologies
Shreveport,USA
1
Certification
9
years of professional experience
Work History
Customer Service Representative
1 Year 3 Months- Provided support for and increased customer base for student loan products.
- Analyzed student financial needs comprehensively to identify suitable loan program eligibility and assisted in application process.
- Engaged with borrowers to provide updates on loan options, interest rates, and repayment plans.
- Consistently exceeded key performance metrics. Name top performing agent of the month.
- Demonstrated excellent customer service through positive customer and internal review.
- Documented customer interactions in CRM system for accurate record-keeping and issue tracking.
Shift Lead
1 Year 2 Months- Opened and closed store, including all required cash handling and paperwork.
- Completed product returns, order voids, customer refunds, cash drops to the safe, and provided change as requested to cash registers.
- Engaged customers by greeting them and offering assistance with products and services. Resolved customer issues when necessary.
- Installed promotional and sales displays. Completed resets and revisions.
- Maintained accurate inventory counts.
- Responsible for basic department pricing and making daily price changes.
Retail Team Lead
10 Months- Assumed management responsibilities in the absence of the store manager, including opening/closing and all day to day store operations.
- Accurately and efficiently completed all sales transactions and maintained proper cash accountability at Point of Sale register and safe.
- Supervised and assisted with the training and development of team members
- Ensured the proper handling and processing of incoming donation flow in and out of the store according to Goodwill Houston policies and procedures.
- Helped ensure the timeliness of proper rotation of apparel and hard goods according to policies and procedures.
Front End Cashier
2 Years 10 Months- Performed cash, card and check transactions for customer purchases.
- Determined customer requirements and suggested ideal product offerings to meet needs and boost revenue.
- Kept drawers accurate, current and secure by checking bills for counterfeit markers, storing large bills and keeping adequate change.
- Solicited customers to purchase loyalty and item protection plan and store credit cards.
- Worked closely with head cashier to solve problems and handle customer complaints.
Sales Associate
1 Year 3 Months- Recommended merchandise selections and assisted in locating or obtaining merchandise based on customer needs and desires.
- Opened and closed cash registers, performing tasks such as counting money and balancing cash drawers.
- Performed various sales and register transactions including ringing purchases, returns and exchanges, processing of cash or credit payments and counting money.
- Monitored for and recognized security risks and thefts, and exercised knowledge in preventing or handling these situations.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
Education
English (BA)
Skills
Sales
Retail management
Customer Service
Call Center Operations
Computer proficiency
Microsoft Office Suite
CRM/Salesforce
Timeline
Customer Service Representative
Advanced Call Center Technologies
05.2025 - CurrentRead More
Shift Lead
Walgreens
12.2023 - 02.2025Read More
Retail Team Lead
Goodwill Industries of Houston
04.2022 - 02.2023Read More
Front End Cashier
Lowe’s Home Improvement
03.2019 - 01.2022Read More
Sales Associate
Macy’s
11.2017 - 02.2019Read More
Louisiana Tech University
English (BA)
Read More