Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Kathryn Harker

Ralston,NE

Summary

Customer Experience Manager offering 5-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.

Overview

14
14
years of professional experience

Work History

Customer Experience Manager

Michaels Arts And Crafts
10.2018 - Current
  • Enhanced customer satisfaction by implementing a streamlined feedback system.
  • Increased employee retention through effective training and shadow programs resulting in increased customer satisfaction scores.
  • Conducted regular performance reviews daily with team members, fostering professional growth and development.
  • Developed personalized solutions for customers, resulting in increased loyalty and repeat business.

Cashier

Michaels Arts And Crafts
09.2014 - 10.2018
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Maintained a balanced cash drawer, ensuring accurate accounting at end of each shift.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Achieved Associate of the month for three separate months.
  • Lead the store in e-mail captures and met weekly goals of loyalty program sign-ups more than 80% of the time.

Communication Admin

Reality Church
01.2015 - 12.2016
  • Improved communication strategies by developing and implementing comprehensive messaging plans to reach both prospective and current attendees.
  • Enhanced identity of the organization through the creation of targeted marketing materials and campaigns.
  • Increased audience engagement with compelling content development and multimedia storytelling with more than a 50% increase in attendance in two years.
  • Boosted company visibility by coordinating public relations efforts, securing media coverage, and organizing events with overwhelming positive response.

Ad Set Associate

Kohls Department Store
10.2009 - 02.2012
  • Enhanced ad performance by researching and analyzing target audiences for specific campaigns.
  • Improved overall campaign effectiveness with careful assessment of ad placements and scheduling.
  • Collaborated with marketing team to refine messaging and visual elements for optimal ad impact.

Education

Associate of Arts - Liberal Arts And General Studies

Metropolitan Community College
Omaha, NE
05.2015

Skills

  • Account Management
  • Customer feedback management
  • Hiring and development of training programs
  • Engagement Strategy Development
  • Creative thinking
  • Voice of customer analysis and follow-up
  • Product knowledge
  • Staffing schedule development and management
  • Working as liaison between store employees and corporate
  • Strong multi-tasking abilities and flexibility

Additional Information

November 2022-February 2023 and November 2023-January 2024

Worked as Acting Store Manager while current store manager was sent to special assignment and did both store manager job duties and customer experience manager duties.


Timeline

Customer Experience Manager

Michaels Arts And Crafts
10.2018 - Current

Communication Admin

Reality Church
01.2015 - 12.2016

Cashier

Michaels Arts And Crafts
09.2014 - 10.2018

Ad Set Associate

Kohls Department Store
10.2009 - 02.2012

Associate of Arts - Liberal Arts And General Studies

Metropolitan Community College

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Kathryn Harker