Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Certification
Timeline
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Katherine Nidine Marzan

Miami,USA

Summary

Dynamic Shift Supervisor at Starbucks Coffee Company, with a proven track record in claims investigation and customer advocacy. Recognized for resolving complex issues with empathy, and achieving a consistently high satisfaction rate. Skilled in detail-oriented documentation and conflict management, adept at thriving in regulated environments, while driving process improvements. Skilled in overseeing production and operating teams, with a background in managing workflows, ensuring quality control, and optimizing processes for efficiency. Known for strong leadership capabilities, adept at motivating staff, and fostering collaborative work environments. Successfully enhanced operational effectiveness through strategic planning and problem-solving. Implemented improvements that resulted in increased productivity and reduced downtime across previous roles.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Shift Supervisor

Starbucks Coffee Company
Miami, FL
08.2012 - Current
  • Investigate and resolve customer concerns with efficiency and empathy, maintaining a 95%+ satisfaction rate.
  • Analyze operational issues in real time, applying sound judgment to resolve workflow disruptions or escalated complaints.
  • Mentor team members in accurate documentation, attention to detail, and following brand protocols—skills directly applicable to claims processing.
  • Lead store operations including compliance, cash handling, and inventory tracking—demonstrating organizational skills relevant to claims data management.
  • Consistently recognized for clear communication, timely decision-making, and accountability in a leadership capacity.

Floor Manager

Regal Cinemas
Miami, FL
02.2009 - 06.2012
  • Supervised high-volume customer service interactions, often mediating complex situations and ensuring successful resolution.
  • Supported team operations during high-traffic periods, applying quick decision-making and effective delegation.
  • Maintained compliance with health, safety, and company policy—skills easily transferable to regulated insurance environments.

Education

Bachelor of Science - Public Service & Public Policy

Arizona State University
Tempe, AZ
12.2024

Associate of Arts -

Miami Dade College
Miami, FL
12.2017

Skills

  • Claims Investigation & Resolution
  • Customer Advocacy & Support
  • Conflict Management & De-escalation
  • Coverage & Liability Assessment (Training-Ready)
  • Detail-Oriented Documentation
  • CRM & Claims System Familiarity
  • Team Collaboration
  • Adaptability in Regulated Environments
  • Policy Understanding & Compliance
  • Process Improvement

Hobbies and Interests

  • Insurance & Risk Management Interests
  • Completed coursework in Emergency Management (ASU)
  • Strong interest in auto insurance claims, policy interpretation, and loss analysis
  • Quick learner with an analytical mindset and commitment to professional growth in the insurance industry

Certification

  • Food Safety Certified

Timeline

Shift Supervisor

Starbucks Coffee Company
08.2012 - Current

Floor Manager

Regal Cinemas
02.2009 - 06.2012

Bachelor of Science - Public Service & Public Policy

Arizona State University

Associate of Arts -

Miami Dade College

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