Katherine Newton
Richmond,VA
Summary
Dynamic Customer Service Representative with over 15 years of experience resolving complex customer issues and fostering strong relationships that drive brand loyalty and engagement. Expertise in customer relations and data analysis supports a strategic mindset for delivering impactful results. Recognized for adaptability, effective team collaboration, and a steadfast commitment to achieving organizational goals. Proficient in CRM systems and data interpretation, consistently enhancing customer satisfaction while responding to evolving business needs.
Overview
19
19
years of professional experience
Work History
Customer Relations Analyst
Carmax
Richmond, Virginia
08.2022 - Current
- Customer Service, Problem Solving, Resolving issues for Customers and Experts alike to ensure our Customers have a great experience, Making partnerships with Other departments and Businesses to provide an Iconic Experience.
- Analyze customer feedback to identify trends and improve service quality.
- Develop and implement strategies to enhance customer satisfaction ratings.
- Streamline communication processes between customers and internal departments.
- Served as a mentor to over 40 direct peers within Customer Relations to support our Customers & Stores alike
- Provide Support for over 250 Stores across the United States to ensure that there is no Brand Risk
Customer Resolution Expert
T-Mobile
Richmond, Virginia
05.2016 - 09.2022
- Led initiatives to address customer service challenges involving excessive caller accounts and deceased account holders. Oversaw resolution of promotion escalations for direct team and site. Analyzed call trends and feedback to enhance service quality. Delivered daily performance statistics to community to drive goal attainment.
- Implemented process improvements to enhance customer service response times and satisfaction.
- Accomplishments- Multiple Top Performer Awards, Top Customer Resolution Expert, Revenue Team, Supervisory position within 8 months
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Trained new staff on resolution protocols, enhancing team efficiency and service quality.
- Identified opportunities for process improvements within the department by analyzing trends in common customer concerns or queries.
Home Health Aide
Public Partnerships
Richmond, Virginia
06.2015 - 09.2016
- Provided personal care and assistance with daily living activities for clients in home settings.
Bank Teller 1
Virginia Credit Union
Richmond, Virginia
12.2014 - 06.2015
- Customer Service, Cash Handling, Retention, Member Referrals
- Accomplishments
- Highest Loan Dollars- March 2015, April 2015
- Highest Referrals- March 2015
- Exceeded lending goals of $38,500 monthly
Fresh Food Manager, Inventory Merchandiser Manager, CSM
Wawa
Glen Allen, Virginia
06.2007 - 10.2014
- Customer Service, Cash handling, Bank deposits, Auditing, Supervising all employees, Multi-tasking, Fielding Customer Complaints and Inquiries, Working with local authorities to prosecute Shoplifters, placed orders, and assisted vendors
- Oversaw fresh food inventory management to ensure product freshness and minimize waste.
- Trained staff on food safety standards and proper handling procedures. Assisted associates in developing skills for cash handling and enhancing customer service experience.
- Developed and implemented merchandising strategies to enhance product visibility and sales.
- Developed store associates across multiple locations in every area of the business.
- Managed up to 45 Associates on a shift to ensure that our location was business ready and to ensure that Customers had a Great experience and demand was met.
Education
Advanced High School Diploma - General Studies
Goochland High School
Goochland, VA06-2005
Skills
- Proficient in Microsoft Excel, Powerpoint & Word
- Salesforce & SAP proficiency
- Complaint resolution
- Inventory management
- Teamwork and collaboration
- Customer service
- Attention to detail
- Multitasking Abilities
- Conflict resolution
- Adaptability
- Written communication
- Crisis management
- Problem-solving aptitude
- Analytical skills
Languages
English
Native or Bilingual
Timeline
Customer Relations Analyst
Carmax
08.2022 - Current
Customer Resolution Expert
T-Mobile
05.2016 - 09.2022
Home Health Aide
Public Partnerships
06.2015 - 09.2016
Bank Teller 1
Virginia Credit Union
12.2014 - 06.2015
Fresh Food Manager, Inventory Merchandiser Manager, CSM
Wawa
06.2007 - 10.2014
Advanced High School Diploma - General Studies
Goochland High School