Hi, I’m
Katherine Wilhite
Santa Ana,CA
Summary
A well-qualified, multifaceted professional with proven success in customer-facing roles. Skilled in improving operations, resolving problems, and growing customer retention. Highly proficient in building lasting relationships with key decision-makers, customers, and team members to further company goals. Ready to leverage experience and take on new professional challenges.
Overview
10
years of professional experience
Work History
Robinson Calcagnie
Receptionist Administrator
11.2021 - Current
Job overview
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Confirmed appointments, communicated with clients, and updated client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Scheduled office meetings and client appointments for staff teams.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Checked the accuracy and completeness of documents to identify deficiencies and recommend corrective actions.
- Maintained, organized, and documented operational flows for enhanced efficiency.
Dream A Little Travel
Travel Consultant
01.2019 - Current
Job overview
- Developed promotional materials for travel packages to market hot destinations.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Provided customers with well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Followed up with customers to increase customer service with travel plans.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
Three Sixteen Publishing
Assistant to the VP/Account Manager Assistant
03.2020 - 11.2021
Job overview
- Aided the VP with new product design, editorial proofing, and website maintenance.
- Resolved customer complaints and employed consultative techniques, using probing questions to overcome objections, close sales, and foster client retention.
- Maintained working knowledge of products, accounts, representatives, tools, and systems.
- Promoted to manage customer service call center, including the creation of documentation to improve efficiencies and enhance employee product knowledge.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
The Masters University
IT Service Desk Analyst Lead
01.2014 - 05.2018
Job overview
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Documented support interactions for future reference.
- Diagnosed and troubleshot hardware, software and network issues.
- 98% resolution & satisfaction rating at the end of four-year employment.
Education
The Masters UniversitySanta Clarita, CA
Bachelor of Arts from Liberal Studies
05.2018
University Overview
- Honor Roll [2014-2018]
- Presidents List [2017-2018]
- [3.78] GPA
Skills
- Microsoft Office Suite
- Technically Savvy
- Appointment Setting
- Excellent People Skills
- Product and Service Sales
- Customer Account Management
- Verbal and Written Communication
- Office Management
- Client Relationship Management
Timeline
Receptionist Administrator
Robinson Calcagnie
11.2021 - Current
Assistant to the VP/Account Manager Assistant
Three Sixteen Publishing
03.2020 - 11.2021
Travel Consultant
Dream A Little Travel
01.2019 - Current
IT Service Desk Analyst Lead
The Masters University
01.2014 - 05.2018
The Masters University
Bachelor of Arts from Liberal Studies
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