Summary
Overview
Work History
Education
Skills
Timeline
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Kathryn Gollaway

Kathryn Gollaway

Sun Prairie,WI

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

8
8
years of professional experience

Work History

Service Desk Technician II

Bailiwick Services, LLC
09.2021 - Current
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
  • Assisted with updating technical support best practices for use by team.
  • Developed knowledge base articles for common issues, enabling faster resolutions for endusers.
  • Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
  • Generated reports to track performance and analyze trends.
  • Researched product and issue resolution tactics to address customer concerns.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Wireless Sales Associate

Verizon Wireless
05.2020 - 10.2020
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Resolved account issues promptly by collaborating with support teams as needed, resulting in higher overall satisfaction ratings from customers.
  • Handled customer returns and exchanges professionally, ensuring a positive outcome for both the customer and the business.
  • Developed strong rapport with customers and created positive impression of business.
  • Assisted and supported training of new sales associates.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Delivered exceptional customer service by quickly addressing concerns or inquiries, maintaining a high level of customer retention.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Assisted customers in troubleshooting technical issues, fostering trust and building long-term relationships.
  • Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.

Retail Wireless Consultant

Quality Cellular
01.2017 - 02.2020
  • Resolved customer issues efficiently, ensuring a positive experience for all involved parties.
  • Monitored customers for signs of security concerns and escalated issues to management.
  • Prioritized helping customers over completing other routine tasks in store.
  • Managed inventory by monitoring product stock, receiving orders and restocking shelves.
  • Conducted product demonstrations to highlight features and redirect objections to positive aspects.
  • Increased sales by [Number]% using expert knowledge of wireless products and services to help customers make selections.
  • Assisted customers in selecting suitable devices, accessories, and wireless plans based on their preferences and requirements.
  • Developed strong rapport with clientele through attentive listening skills that allowed me to understand their unique wireless needs better.
  • Maintained strong relationships with customers, resulting in repeat business and referrals.
  • Performed in-store product demonstrations at assigned events.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Streamlined inventory management by organizing merchandise displays and conducting regular stock checks.
  • Increased customer satisfaction by providing personalized service and addressing individual needs.

Broadband Installer

Charter Communications, Spectrum
06.2016 - 10.2016
  • Maintained a safe work environment by strictly adhering to safety protocols and guidelines.
  • Conducted thorough pre-installation assessments to identify potential issues and develop solutions in advance.
  • Supported customer satisfaction, providing detailed instructions and demonstrations on proper system operation.
  • Operated tools, equipment, and machinery according to safety standards.
  • Laid out materials and system components to prepare for installation.
  • Collaborated with team members to ensure smooth workflow and successful project completion.

Education

No Degree - Bachelor of Science in Information Technology

University of Phoenix
Phoenix, AZ
06.2028

High School Diploma -

Chantilly High School
Chantilly
06.2009

Skills

  • Interpersonal Skills
  • Appointment Scheduling
  • Project Coordination
  • Collaborative Team Player
  • User Support
  • Incident Management
  • Ticketing System
  • Technical Troubleshooting
  • Employee Computer Support
  • Microsoft Outlook
  • Service Desk Team Management
  • Network Connectivity
  • Wide-area Networks
  • Friendly and Patient
  • Problem-Solving
  • Documentation Development
  • Teamwork and Collaboration
  • Issue Troubleshooting
  • Technical Support
  • Customer Service
  • Organizational Skills
  • Service support
  • Active Listening
  • User Training

Timeline

Service Desk Technician II

Bailiwick Services, LLC
09.2021 - Current

Wireless Sales Associate

Verizon Wireless
05.2020 - 10.2020

Retail Wireless Consultant

Quality Cellular
01.2017 - 02.2020

Broadband Installer

Charter Communications, Spectrum
06.2016 - 10.2016

No Degree - Bachelor of Science in Information Technology

University of Phoenix

High School Diploma -

Chantilly High School

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Kathryn Gollaway