KATHRYN OLIVA

• Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
• Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
• Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
• Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
• Cultivated warm relationships with regular customers.
• Explained menu items and suggested appropriate options for food allergy concerns.

• Routinely handled large amounts of cash on regular basis, complying with all necessary safety guidelines.
• Conducted financial reviews to identify areas of improvement and brainstorm solutions to increase efficiency.
• Provided timely resolution for customer concerns or escalated matter to appropriate team member.
• Engaged in cross-functional collaboration with partners (Insurance, Mortgage, Private Banking, etc.)
• Managed multiple phone lines at once.
• Upheld high standards of confidentiality in line with company policies.
• Identified potential needs through observation, questioning and listening.
• Answered telephone inquiries on checking and savings accounts, loans and lines of credit.

Accomplishments:

• Encountered multiple fast-track promotions included Lead Teller within 4 months and Personal Banker within 8 months
• Deemed “Business Banker Champion” by Branch Manager.
• Mentored newly hired team members on appropriate responses to patron questions.
• Met every quarterly sales quota.

• Supervise and monitor safety of children in at-home environment by promoting safe-play practices.
• Organize activities for children to promote positive and educational experiences.
• Maintained effective schedule balance between rest periods, active play and instruction.
• Introduced children to educational games and activities to boost learning.
• Consulted with families to discuss activities and behaviors of each child.

• Assisted manager in routine business administration tasks including organizing, planning, and implementing strategies
• Coordinated staff tasks, delegating assignments based on observed employee strengths
• Accomplished goals and objectives were met through introducing innovative methods of professional development
• Increased sales profits.

• Maintained all scheduling information while conducting conflict management tactics to address client concerns
• Kept established relationships with customers up to date
• Supervised employees and ensured compliance with all salon regulations and guidelines.
• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
• Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
• Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.

• Offered superior customer service to customers by offering positive and welcoming communication.
• Assisted in effective workflow of restaurant by taking detailed notes regarding orders to avoid mix-ups.
• Worked with POS system to place orders, manage bills and handle complimentary items.
• Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
• Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.