Katherine McCoy
Amarillo
Summary
To obtain Dispatcher position with Atmos Energy
Overview
24
24
years of professional experience
Work History
Customer Service Agent
Atmos Energy
Amarillo
04.2024 - Current
- Assisted customers with inquiries regarding utility services and billing.
- Educated customers on energy-saving programs and available assistance options.
- Processed customer requests for service connections and disconnections efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Answered incoming calls promptly and professionally within company standards.
- Provided technical support over the phone when needed.
- Maintained strong call control and quickly worked through scripts to address problems.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated customer records in the CRM system accurately with each interaction.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Service Supervisor
Publix
Clarksville
07.2022 - 02.2023
- Supervised daily operations in customer service department.
- Resolved customer complaints and inquiries promptly.
- Collaborated with management to improve service procedures.
- Ensured compliance with company policies and standards.
- Answered phone calls and responded to questions and concerns.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Evaluated and authenticated returns, exchanges and voids.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Performed regular reconciliation of cash drawers to ensure accuracy of funds.
- Supervised counting cash drawers and made bank deposits as part of store opening and closing procedures.
General Manager
Regal Cinemas
Nashville
06.2002 - 06.2022
- Responsible for payroll management, inventory management, projection and all building of films, hiring, cash handling, staff scheduling, maintaining the building and overall cleanliness, enter invoices and P & L tracking and vendor management.
- Oversaw daily operations and ensured efficient workflows across the facility.
- Managed staff recruitment, training, and performance evaluations for all team members.
- Coordinated scheduling and staffing to meet cinema demands during peak hours.
- Developed and implemented operational policies to enhance customer service experiences.
- Monitored inventory levels and ordered supplies to maintain theater readiness.
- Led safety inspections and compliance checks to uphold health regulations.
- Collaborated with marketing teams to promote upcoming film releases effectively.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Created schedules and monitored payroll to remain within budget.
- Trained employees on duties, policies and procedures.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Mitigated business risks by working closely with staff members and assessing performance.
Part time sales associate
lane bryant davie tower shoppes
02.2015 - 12.2015
- Responsible for floor sales setup and display of products, entering sales into the POS systems and making sure all marketing was correct.
- Trained new associates on POS system and made daily bank deposits.
- Assisted customers in selecting appropriate apparel and accessories.
- Maintained visual merchandising standards to enhance product presentation.
- Processed transactions accurately and efficiently at the point of sale.
- Engaged with customers to build relationships and encourage repeat visits.
Education
General Diploma - International Affairs and Business
Hallandale High School
Hallandale, FL06.2003
Skills
- Customer service
- Call management
- CRM software
- Effective communication
- Time management
- De-escalation techniques
- Script adherence
- Customer focus
- Documentation and reporting
- Active listening
- Empathetic and genuine
- Call center experience
- Phone etiquette
Volunteer Experience
- Salvation Army- Angel Tree 2025
- High Plains Food Bank, Amarillo TX 2025
- Wreaths Across America Dec. 2024
- StoryBridge, Amarillo TX 2025
- WTU tailgate, Amarillo TX Nov. 15, 2025
Locations
954-534-1296
Timeline
Customer Service Agent
Atmos Energy
04.2024 - Current
Customer Service Supervisor
Publix
07.2022 - 02.2023
Part time sales associate
lane bryant davie tower shoppes
02.2015 - 12.2015
General Manager
Regal Cinemas
06.2002 - 06.2022
General Diploma - International Affairs and Business
Hallandale High School