KATHRIN KIRTLEY
Los Lunas,NM
Summary
With experience in a fast-paced environment, having honed comprehensive customer service skills and excelled in communication and problem resolution. As well as the ability to understand and address customer needs while maintaining a calm and professional demeanor has been instrumental in providing exceptional service. Now, seeking to transition into a field where these abilities can drive positive outcomes and contribute to team success, I am dedicated and enthusiastic about advancing organizational objectives.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
SUBURBAN PROPANE LP
Los Lunas, NM
02.2023 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Maintained inventory of office supplies and placed orders.
- Enhanced office environment, organizing spaces for better workflow and employee comfort.
- Improved document processing speed by introducing automated templates for routine correspondence.
- Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
Sales Consultant
Larry H Miller American Toyota
Albuquerque, NM
06.2022 - 08.2022
- Answered telephone and email inquiries from potential customers.
- Collaborated with management to develop sales strategies and achieve monthly targets.
- Demonstrated automobiles by explaining characteristics, capabilities, and features, taking test drives and explaining warranties and services.
- Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price, and options while fielding inquiries from various marketing websites.
- Greeted customers on lot and in showroom to answer questions about brand and available inventory.
Customer Service Representative
Bank of America
Rancho, NM
11.2020 - 06.2022
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Improved overall call center performance by identifying skill gaps and providing targeted training solutions.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Adapted quickly to new software, tools, and processes introduced in the call center environment, ensuring seamless integration into daily workflow.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Maintained up-to-date knowledge of banking regulations, ensuring compliance and customer protection.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Educated customers on online banking features, promoting digital adoption and convenience.
- Resolved customer complaints, restoring confidence in bank services and retaining valuable clients.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Handled daily transactional processes, enhancing operational efficiency and customer satisfaction.
- Executed wire transfers, stop payments and account transfers.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Calculated fees due, interest and change for customer transactions.
Teller
Wells Fargo
Belen, NM
02.2017 - 10.2020
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Counted and packaged currency and coins.
- Educated customers on use of banking website and mobile apps.
- Provided customer records, account statements and copies of checks.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Audited fellow teller currency to contribute to dual-control procedures.
- Placed orders for customer checks and verified starting numbers.
- Collaborated with team members to ensure smooth operations and high-quality service.
- Maintained accurate records of customer transactions in line with bank procedures.
- Executed wire transfers, stop payments and account transfers.
- Monitored and verified suspicious activity on customer accounts.
- Established rapport with new clients to increase satisfaction and loyalty.
- Counted, verified and handled bank deposits and armored car transactions.
- Maintained friendly and professional customer interactions.
Customer Service Manager
Walmart
Los Lunas, NM
06.2010 - 04.2013
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Monitored loss prevention efforts to minimize theft incidents and maintain overall store security.
- Processed exchanges, refunds and team member purchases to keep cashiers focused on efficiently checking out regular customers.
- Coordinated merchandising displays, signage and sales enablement.
- Conducted thorough audits of cash registers, ensuring accuracy and accountability in financial transactions.
- Oversaw continuous floor maintenance and recovery efforts, keeping displays and shelves customer-ready and professionally presented.
- Monitored cashiers' work and balanced registers to maintain strong financial controls.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Maintained strong customer relations and effective customer service standards.
- Promoted from cashier to front end manager within two years, demonstrating rapid growth in leadership abilities and operational knowledge.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
GED -
University of New Mexico
Los Lunas, NM01-2006
Skills
- 10 years in customer service
- Active listening
- Data entry
- Call center experience
- Microsoft Excel
- Payment processing
- CRM system proficiency
- Scheduling
- Dependable and responsible
- Decision-making
- Multitasking Abilities
- Verbal and written communication
- Skype & Zoom
- Attention to detail
Timeline
Customer Service Representative
SUBURBAN PROPANE LP
02.2023 - 09.2024
Sales Consultant
Larry H Miller American Toyota
06.2022 - 08.2022
Customer Service Representative
Bank of America
11.2020 - 06.2022
Teller
Wells Fargo
02.2017 - 10.2020
Customer Service Manager
Walmart
06.2010 - 04.2013
GED -
University of New Mexico