Kathryn Hepburn
Miami Gardens,FL
Summary
Dynamic and results-driven professional with extensive experience at AT&T, excelling in customer service and problem-solving. Proven ability to enhance customer satisfaction through effective communication and relationship building. Recognized for maintaining professionalism under pressure while managing high-stress situations, ensuring loyalty and repeat business. Reliable team player with a flexible schedule.
Overview
1992
1992
years of professional experience
Work History
Sales Associate
AT&T
- Assisted customers in product selection and inquiries to enhance buying experience.
- Collaborated with team members to achieve daily sales goals and improve company performance.
- Participated in training sessions to learn about product features and promotions effectively.
- Provided exceptional customer service by addressing concerns and resolving issues promptly.
Customer Service Representative
FedEx
1990 - 03.1992
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in processing orders and managing returns accurately and efficiently.
- Maintained up-to-date knowledge of product offerings to provide informed assistance.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Trained new representatives on company policies and customer service protocols.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Gate Agent
Eastern Airlines
01.1986 - 06.1990
- Assisted passengers with check-in procedures, ensuring smooth airport transitions.
- Coordinated boarding processes, verifying passenger identities and flight details.
- Communicated flight information clearly, addressing passenger inquiries and concerns effectively.
- Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Coordinated closely with ramp agents to ensure proper loading of baggage onto aircrafts according to weight limits.
- Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
- Conducted pre-boarding announcements professionally, informing passengers of important safety guidelines and boarding procedures.
Education
Associate of Arts - Business
Capella University
Minneapolis, MN08.2023
Court Reporting Degree - Court Reporting
Roberts Walsh Business School
Union06.1978
High School Diploma - High School Education
Weequahic High School
Newark, NJ06.1975
Skills
- Customer service
- Teamwork and collaboration
- Time management
- Problem-solving skills
- Listening skills
- Multi-tasking strength
- Problem-solving
- Excellent people skills
- Reliable and punctual
- Exceptional customer service
- Relationship building
- Outgoing personality
- Flexible schedule
- Verbal/written communication
- Customer needs assessment
- Professional demeanor
- Guest relations
Timeline
Gate Agent
Eastern Airlines
01.1986 - 06.1990
Sales Associate
AT&T
Customer Service Representative
FedEx
1990 - 03.1992
Associate of Arts - Business
Capella University
Court Reporting Degree - Court Reporting
Roberts Walsh Business School
High School Diploma - High School Education
Weequahic High School