Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Hi, I’m

Kathrin Wood

Dallas,USA
Kathrin Wood

Summary

Detail-oriented professional with strong analytical, communication, and teamwork skills. Proven ability to adapt quickly to new environments. Committed to contributing to team and client success while enhancing professional skills. Maintains a positive attitude towards continuous learning and growth. Possesses a customer-oriented attitude and strong troubleshooting capabilities. Experienced in providing varied and specialized support to users. Skilled at analyzing system performance, implementation, application, security and history to optimize user experience through the development and implementation of a variety of solutions. Always happy to help.

Overview

10
years of professional experience

Work History

Imagine Learning

Product Support Lead
06.2021 - Current

Job overview

  • Navigating large ecosystems of education software and supporting programs. (30+)
  • Performing as Product Expert for 20+ programs.
  • Utilized ticketing system (Zendesk) to track over 300 daily customer requests, needs and resolutions.
  • Managed remote team of 10-30 individuals.
  • Helped streamline incident responses and update procedures for support action.
  • Managing implementations and developments of initial and on-going training for customers and employees.
  • Responded to customer inquiries and provided technical assistance over phone, email, chat and virtual meetings at 30+ interactions daily.
  • Diagnosed and troubleshot diverse hardware, software and network issues.
  • Tested and Document new software and updates prior to deployment weekly.
  • Configuring, launching, monitoring and managing AI-Driven Automated Support Chat Bot tools.
  • Facilitated communication and collaboration between multiple departments.

Wolters Kluwer Tax & Accounting

Product Support Specialist
09.2020 - 05.2021

Job overview

  • Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
  • Managed and prioritized multiple projects simultaneously, worked independently and rapidly with over 100 interactions daily.
  • Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
  • Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.

Petco

Customer Experience Manager
08.2017 - 07.2020

Job overview

  • Built ongoing continuous rapport with returning and new customers.
  • Controlled store inventory and reviewed cash handling and operations reports.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Instructed good behaviors with owners and pets by using different positive reinforcement techniques to match pet and owner preferences.
  • Succeeded in training diverse animals with confident training techniques and trusting relationships.
  • Monitoring over 20 different animals' health, attention and behavior.
  • Maintaining over 20 different animal habitats for optimal cleanliness, enrichment, feeding and comfort.

Ingles Grocery Store

Cashier
03.2015 - 07.2017

Job overview

  • Helped customers complete purchases, locate items, and join reward programs at efficient speeds.
  • Greeted customers entering store and responded promptly to customer needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Restocked and organized merchandise across 5 departments.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.

Education

Chattahoochee Tech
Marietta, GA

Associate of Applied Science from Cyber Security
05.2022

University Overview

  • Extracurricular: The National Society of Leadership and Success
  • Relevant Coursework: Computer Programming Fundamentals, Computer Networking Fundamentals, Cyber Security Operations & Hardware and Digital Systems
  • Additional Courses: Architecture Drafting and Design, Design Communication, Engineering Drafting and Design


Skills

  • Office Suite (Google, Microsoft, Libre)
  • Basics of Coding and Command-Line use (C, Python, JavaScript, Powershell, Linux)
  • Team management
  • Knowledge Base application, use, and management
  • Network, Software, and Hardware troubleshooting and Diagnostics
  • Incident Management and Failure Resolution
  • Servers, Desktops, Mobile Devices and Peripherals
  • Web-Based and Software Application Operations
  • Training, Coaching, Encouragement and Correctional Planning
  • Cross-functional Multi-Team coordination
  • Public and Professional Speaking
  • Visual, Verbal, and Written Communication, Documentation and Data Entry
Availability
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Timeline

Product Support Lead

Imagine Learning
06.2021 - Current

Product Support Specialist

Wolters Kluwer Tax & Accounting
09.2020 - 05.2021

Customer Experience Manager

Petco
08.2017 - 07.2020

Cashier

Ingles Grocery Store
03.2015 - 07.2017

Chattahoochee Tech

Associate of Applied Science from Cyber Security

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