Summary
Overview
Work History
Education
Skills
Timeline
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Katherine Shook

Conway,AR

Summary

Dynamic Customer Service Manager with a proven track record at Walmart, excelling in complaint resolution and customer retention. Expert in problem-solving and communication, I fostered a culture of continuous improvement, enhancing service standards and training associates to deliver exceptional customer experiences. Committed to achieving high satisfaction rates through tailored solutions.

Overview

26
26
years of professional experience

Work History

Customer Service Specialist

FIS
11.2021 - Current
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
  • Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
  • Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
  • Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
  • Responded to customer requests for products, services, and company information.

Customer Service Manager

Walmart
11.1999 - 01.2021
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
  • Fostered culture of continuous improvement, leading to consistently high service standards.
  • Tailored training content to meet specific needs of customer service representatives.
  • Established team priorities, maintained schedules and monitored performance.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

Bachelor of Arts - Art

University of Central Arkansas

Conway High

Skills

  • Call center experience
  • Excellent written and oral communication
  • Problem resolution
  • Complaint resolution
  • Customer retention
  • De-escalation techniques
  • Computer proficiency
  • Product and service solutions
  • Critical thinking
  • Customer education
  • Customer relations
  • Good communication skills
  • Customer service

Timeline

Customer Service Specialist

FIS
11.2021 - Current

Customer Service Manager

Walmart
11.1999 - 01.2021

Bachelor of Arts - Art

University of Central Arkansas

Conway High

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Katherine Shook