Kathleen Hallstead
Las Vegas,NV
Summary
Customer-focused professional with nearly 20 years of experience in delivering exceptional service and building strong client relationships. Expertise in risk management, corporate compliance, and sales drives effective solutions that enhance trust and loyalty. Strong communication skills and dedication contribute to creating lasting positive impacts on customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Cox Communications
Las Vegas, Nevada
2026.03 - Current
- Resolved customer inquiries through phone, email, and chat channels.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Provided technical support for customers using Cox Communications services.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Educated customers on product features and troubleshooting methods.
- Managed escalated issues, ensuring timely resolutions for customer satisfaction.
- Collaborated with team members to enhance customer service processes.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Maintained positive working relationship with fellow staff and management.
Customer Success Manager
Desert Cab, Inc
Las Vegas, NV
2024.02 - 2026.01
- Delivering high-quality customer service by responding promptly and professionally to inquiries.
- Maintained strong working relationships with internal team members and customers, collaborating to support business objectives and enhance workflow efficiency.
- Maintaining strong working relationships across internal team members and customers, collaborating effectively to support business objectives and workflow efficiency.
- Monitored and addressed data discrepancies, identified root causes, and implemented corrective actions to ensure data integrity.
- Monitoring and addressing data discrepancies, identifying root causes and implementing corrective actions.
- Adapting quickly to changing processes, system upgrades, and software updates while maintaining productivity and accuracy.
- Maintaining consistent and thorough documentation, including accurate data entry, recordkeeping, and process tracking.
- Demonstrating strong organizational skills by tracking workflows, maintaining documentation, and ensuring timely completion of tasks.
- Delivered high-quality customer service by responding promptly and professionally to customer inquiries, resulting in improved customer satisfaction.
- Working through challenging situations with others while maintaining professionalism and confidentiality.
- Communicating professionally and effectively via phone, email, and written correspondence with internal and external staff members and customers.
Business Development Representative
Scriptable Solutions
Rochester, NY
2019.12 - 2024.01
- Provided new lead call backs swiftly and promptly to maintain a company standard conversion rate from lead to appointment.
- Assisted closers in appointment setting with prospective and new applicants.
- Collaborated with the sales team to develop effective outreach techniques and improve lead quality.
- Demonstrated successful sales experience in an hourly plus commission environment with individual sales goals.
- Communicated effectively in a remote environment through email, virtual meetings, and messaging platforms.
- Supported closers in setting appointments with prospective and new applicants to enhance sales pipeline.
- Responded to new leads promptly to uphold company standard conversion rate from lead to appointment.
- Acted as a primary point of contact for the customer, and kept the customer informed throughout the process.
- Engaged in weekly sales meetings to align team goals and objectives.
- Worked with sales team to develop outreach techniques that improved lead quality and engagement.
- Employed strong communication and interpersonal skills to facilitate collaboration among team members.
Customer Acquisition Manager
YPC Media
Rochester, NY
2018.11 - 2019.12
- Generated new business through daily call campaigns targeting potential clients.
- Contacted cold/warm leads using company CRM.
- Collaborated with the sales manager to develop effective outreach techniques and improve lead quality.
- Built new business by completing daily call campaigns.
- Qualified inbound inquiries and maintained accurate records of interactions.
- Partnered with sales manager to enhance outreach techniques, increasing lead quality.
Education
Henninger High School -
Henninger High School
Syracuse, NYSkills
- Verbal communication
- Written communication
- Relationship Building
- Attention to detail
- Deadline-oriented
- Punctual
- Time Management
- Multi-tasking
- Organization
- Collaborative Team Player
- Independent Working
- Adaptability
- Professionalism
- Accountability
- Note-taking
Timeline
Customer Support Specialist
Cox Communications
2026.03 - Current
Customer Success Manager
Desert Cab, Inc
2024.02 - 2026.01
Business Development Representative
Scriptable Solutions
2019.12 - 2024.01
Customer Acquisition Manager
YPC Media
2018.11 - 2019.12
Henninger High School -
Henninger High School