Kathryn Smallwood
Arlington,TX
Summary
Results oriented professional possesses excellent communication and customer service skills. Builds good rapport with customers through positive engagement. Highly committed to providing outstanding customer service.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Brand Ambassador
Richemont North America, Montblanc Brand
08.2014 - 07.2025
- Engaged customers through email, phone and chat services to communicate product value, quality, and style.
- Greeted customers warmly and pleasantly answered inquiries.
- Enhanced customer experience by providing tailored solutions based on individual needs.
- Established and maintained positive relationships with customers.
- Showed understanding of customer's personal style and preferences when offering product advice.
- Worked with team to achieve sales goals for products.
- Maintained clean, organized and professional work environment.
- Increased sales by effectively communicating product knowledge and benefits.
- Engaged with potential customers to foster positive brand image, leading to increased consumer interest.
- Generated leads for future business opportunities by collecting customer contact information during promotional events.
- Stayed calm under pressure on the de escalation team whee assisting clients that were upset.
- Successfully provided best practices solutions to meet client's needs.
- Fostered relationships with team members to promote a fun and cohesive work environment.
Customer Service
Concentra Urgent Care
08.2011 - 08.2014
- Provided excellent customer service, addressing inquiries and resolving issues swiftly.
- Managed high-volume inbound calls, providing accurate information regarding services and procedures.
- Collaborated with clinical staff to streamline appointment scheduling.
- Developed training materials for new hires to improve onboarding efficiency and service quality standards.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and HIPAA regulatory requirements.
- Maintained up-to-date knowledge of product and service changes.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
Education
High School Diploma -
Sam Houston High School
Arlington, TX05-1980
Skills
- Customer engagement
- Customer service
- Product recommendations
- Effective communicator
- Customer relations
- Adaptable personality
- Conflict resolution
- Sales
- Product awareness
- Teamwork and collaboration
- Flexible schedule
- Microsoft office
Timeline
Brand Ambassador
Richemont North America, Montblanc Brand
08.2014 - 07.2025
Customer Service
Concentra Urgent Care
08.2011 - 08.2014
High School Diploma -
Sam Houston High School