Writing
Hi, I’m
Kathryn Jenkins
Aurora,CO
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
years of professional experience
Work History
24-7 IntouchAurora, CO
Customer Service Team Lead
06.2019 - Current
Job overview
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
HiltonDenver, CO
Head Hostess
10.2016 - 06.2019
Job overview
- Supervised server balance and monitored table turnover to accurately seat customers and keep customers happy.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Took reservations by phone and walk-in, keeping scheduling demands and kitchen output in time to avoid overbooking.
- Governed dining area with natural leadership talents and organizational strategies focused on balancing guest and business needs.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Assisted in preparing dining room for special upcoming functions, including decorating and generating and printing out special group menus using Open Table.
- Helped Waiters by taking drink orders, creating and fulfilling to-go and room service orders and regularly monitoring the buffet and ensuring it's kept clean and replenished.
- Informed servers of newly seated parties for speedy service.
- Answered customer questions about hours, seating and any information about the Hotel and it's restaurant they may need.
TCBYDenver, CO
Front Counter Clerk
03.2018 - 04.2019
Job overview
- Responded quickly to customer inquiries, answering questions and offering insight into products.
- Maintained clean and organized appearance for all restaurant areas to attract and retain customers.
- Completed sales transactions, including all accepted forms of payment.
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
- Addressed guest complaints and resolved issues to promote satisfaction.
- Demonstrated knowledge and applied proper food handling standards.
- Managed multiple tasks in high-volume environment.
- Maintained excellent attendance record, consistently arriving to work on time.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Processed customer orders and accurately entered into order system.
KrogerDenver, CO
Deli Counter Clerk
11.2015 - 05.2018
Job overview
- Created appealing food arrangements for party trays and specialized orders.
- Calculated total items needed to assemble party trays and placed orders for inventory.
- Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments and garnishes.
- Delivered exemplary customer service to all guests, even in peak business periods to promote retention.
- Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Handled busy, fast-paced situations and agitated customers with relative ease while remaining professional and calm.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Maintained proper signage and pricing information for displays, cases and counters.
- Checked refrigerated and frozen cases and replenished low stock every hour.
- Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures.
Education
East High SchoolDenver, CO
High School Diploma
05.2016
Skills
- Documentation and reporting
- Customer services
- Writing skills
- Web portals
- Customer engagement
- Complaint resolution
- Shipping procedures understanding
- Recordkeeping strengths
- Report preparation
Timeline
Customer Service Team Lead
24-7 Intouch
06.2019 - Current
Front Counter Clerk
TCBY
03.2018 - 04.2019
Head Hostess
Hilton
10.2016 - 06.2019
Deli Counter Clerk
Kroger
11.2015 - 05.2018
East High School
High School Diploma
Accomplishments
- Supervised team of 20 staff members.
- Documented and resolved site outages which led to more consumers being able to access the site.
- Achieved AHT goals by introducing SIDD for notating contacts.
- Assisted my client in separating customer support for its two businesses
- Took the lead to head my clients secondary company's customer service team
- Ran all customer service operations for my client's secondary business independently for over a year.
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceHealthcare benefits401k matchPaid time offWork from home optionTeam Building / Company RetreatsStock Options / Equity / Profit SharingCompany CulturePaid sick leaveAvailability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Cooking
Hiking/ getting out and moving!
Traveling
Software
Microsoft Office
Google Suites
Shopify
Manhattan
Narvar
Zendesk
Avaya Softphone
Languages
English
Native or Bilingual
Spanish
Elementary
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