KATHRYN HAMBY
Ocala,FL
Summary
Versatile and positive leader, bringing operations management and relationship building skills.
Experienced in training and development of managers and staff alike.
Experienced with managing high-volume customer interactions.
Overview
11
11
years of professional experience
Work History
CALL CENTER AGENT
CAMPUS USA CREDIT UNION
02.2024 - Current
- Adhered to company guidelines and scripts to consistently achieve quality standards
- Submitted and reviewed loan applications for decision and underwriting
- Offered technical assistance for customers experiencing difficulties with online processes or software applications
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers
- Collaborated with team members to share best practices, resulting in improved overall department performance
SERVICE SPECIALIST
CAMPUS USA CREDIT UNION
08.2022 - 02.2024
- After 5 months as a Teller, I was promoted within CAMPUS USA to Service Specialist
- Processed wide variety of retail banking transactions for personal and commercial customers
- Cross-sold credit cards, loans and other bank products
- Established trust with members through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs
- Executed wire transfers, stop payments and submitted disputes
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities
TRAINING DIRECTOR
SULEIMAN LEGACY INC.
01.2020 - 08.2022
- Developed customized training materials for various departments, establishing unit procedures and standards
- Created departmental systems to better align objectives of unit and staff
- Conducted onboarding and orientations for new hires, ensuring a smooth integration into the company culture
- Managed a team of 12 trainers, providing guidance and support to enhance their instructional abilities
- Communicated all learning and performance objectives, schedules, and training assessments to upper management daily
- Trained exempt employees and managers via demonstrations, meetings, and on-the-job training
MANAGER
BLOOMIN' BRANDS INC
06.2014 - 11.2019
- Managed daily operations to ensure a high level of quality in both food and service
- Carefully interviewed, selected, trained, and supervised staff
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements
- Mentored and developed staff members for career advancement opportunities
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements
Education
High School Diploma -
LEESBURG HIGH SCHOOL
LEESBURG, FL01-2007
Skills
- Excellent communication
- Multitasking Abilities
- Teamwork and collaboration
- Operations management
- Organization and prioritization
- Team leadership
- Relationship building
- Staff training and development
Timeline
CALL CENTER AGENT
CAMPUS USA CREDIT UNION
02.2024 - Current
SERVICE SPECIALIST
CAMPUS USA CREDIT UNION
08.2022 - 02.2024
TRAINING DIRECTOR
SULEIMAN LEGACY INC.
01.2020 - 08.2022
MANAGER
BLOOMIN' BRANDS INC
06.2014 - 11.2019
High School Diploma -
LEESBURG HIGH SCHOOL
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