Kathryn Warner
Liverpool,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Authentication Center Generalist
TCGPlayer
Syracuse, NY
03.2017 - Current
- Increased shipping trading card game products by 156% to target with over 90% accuracy
- Mentored and supervised 20+ new hires, ensuring adherence to processes and implementing efficient techniques.
- Communicated proactively with team leads regarding potential bottlenecks or challenges in workflows, facilitating timely resolution of operational obstacles.
- Maintained a safe working environment by adhering to safety protocols and promptly reporting any hazards or incidents.
- Streamlined fulfillment processes for increased efficiency through consistent organization of inventory and workspace.
- Assisted in the preparation of daily reports and performance metrics tracking, providing valuable insights into areas for potential improvement within the center.
- Assisted in training new hires on company procedures, fostering a supportive learning atmosphere that helped improve productivity levels.
- Prepared packages for shipment while adhering to carrier guidelines, resulting in reduced damages and returns due to improper packaging.
- Participated in continuous improvement initiatives aimed at streamlining operations and enhancing overall performance metrics within the center.
- Promoted a positive working culture through effective communication, active listening, and collaboration with co-workers across various departments.
- Demonstrated excellent problem-solving skills when addressing customer concerns, contributing to enhanced satisfaction rates.
- Reduced shipping errors by meticulously checking orders against packing slips before dispatching packages.
- Collaborated effectively with team members for seamless coordination during high-volume periods, ensuring timely order completion.
- Enhanced order accuracy by diligently picking and packing items according to customer specifications.
- Adapted quickly to shifting priorities during peak seasons or promotional events, ensuring prompt fulfillment of all orders without compromising on accuracy or quality standards.
- Contributed to quality assurance measures by inspecting products for damage or defects prior to packaging, minimizing customer complaints related to product quality.
- Received returns of damaged and incorrect orders to process replacements.
- Excellent communication skills, both verbal and written.
- Collaborated with team members to complete timely orders and avoid delays.
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
- Recorded daily activities for inventory control.
- Provided exceptional service to clients, resulting in increased retention rates and positive feedback
Customer Service Representative
Marshalls
Auburn, NY
10.2015 - 03.2017
- Provided exceptional customer service by assisting customers with item location and offering product information, resulting in a 95% satisfaction rate
- Prioritized the needs of all customers
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Trained new employees on store procedures and systems, contributing to the development of a high-performing team.
- Handled returns and exchanges professionally, retaining customer trust while adhering to company guidelines.
- Maintained a clean and organized store environment for optimal shopping experience.
- Demonstrated excellent product knowledge by staying up-to-date on industry trends and new arrivals in store.
- Utilized problem-solving skills when resolving complex customer issues which led to improved long-term relationships.
- Successfully met daily performance metrics regarding sales, customer service interactions, and store cleanliness to maintain a high standard of retail excellence.
- Resolved customer complaints promptly, resulting in increased loyalty and repeat business.
- Developed strong relationships with customers through active listening and effective communication skills, fostering a welcoming atmosphere for all patrons.
- Managed inventory levels accurately, minimizing stockouts and ensuring product availability for customers.
- Provided exceptional service by going above and beyond to meet customer needs, generating positive reviews and referrals.
- Processed transactions efficiently using point-of-sale systems, reducing wait times for customers.
- Distributed information to in-store guests and answered questions to serve needs and drive sales.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Docent Intern
Seward House Museum
Auburn, NY
02.2016 - 05.2016
- Conducted extensive historical research on the Seward family, enriching visitor experience
- Led daily tours of up to 30 visitors, providing engaging historical information and ensuring compliance with safety regulations
- Offered directions and reference information to 40+ visitors weekly, resulting in a 25% increase in positive feedback
- Educated students and patrons on the Seward Family and the Civil War, fostering an interactive learning environment.
- Conducted thorough research on exhibit content to ensure accurate and up-to-date information was delivered during tours.
- Assisted educators with curriculum development for school group visits, aligning content with state standards for history education.
- Implemented effective crowd control strategies during high-traffic periods to maintain a safe and enjoyable environment for all visitors.
- Tailored tour content based on audience feedback, resulting in increased visitor satisfaction ratings.
- Contributed to the development of docent training materials, ensuring consistency among tour guides.
- Utilized audiovisual aids when appropriate to enrich tour content and engage visitors more effectively.
- Conducted evaluations of fellow docents'' performance through peer review processes, identifying areas for improvement or mentoring opportunities as needed.
- Led private tours upon request, offering customized experiences for VIP guests or those requiring special accommodations due to accessibility needs or language barriers.
- Collaborated with museum staff to create interactive exhibits and educational materials.
- Developed captivating presentations for diverse audiences, catering to various age groups and interests.
- Maintained accurate records of tour attendance and visitor feedback for museum administrators, aiding in data-driven decision-making processes.
- Provided exceptional customer service by addressing visitor inquiries and concerns promptly and professionally.
- Supported museum marketing efforts by promoting upcoming events and exhibits through social media platforms and community outreach initiatives.
- Participated in ongoing training sessions to stay current on museum policies, procedures, and exhibit updates.
- Memorized museum history and layouts to provide comprehensive and top notch guest services.
- Increased youth museum visits by 20% through planning interactive and educational activities.
- Supported security staff members by monitoring exhibits and guest safety.
- Established positive relationships with tour members through fun and engaging conversation.
- Participated in ongoing training sessions to stay current on museum policies, procedures, and exhibit updates
Archivist Intern
Old Fort Western
Augusta, ME
05.2015 - 07.2015
- Prepared and cataloged artifacts for display, storage, and shipping, resulting in improved preservation and accessibility of historical materials
- Led educational tours of 20+ visitors, providing insights into early American frontier life and generating positive feedback
- Reviewed operational data to verify proper stocking of gift shop and recommended inventory adjustments based on sales trends.
- Implemented effective digitization strategies, increasing access to historical resources for remote users worldwide.
- Promoted awareness of institutional archives through presentations at conferences or other professional events.
- Performed regular inventory audits of collections, identifying gaps in holdings or discrepancies in documentation.
- Evaluated potential donations against collection development policy criteria before accepting or declining offers.
- Conducted research using primary sources to support museum exhibits, publications, and educational programs.
- Managed budgets allocated for acquisitions, conservation supplies, digitization projects, or other archive-related expenses.
Education
Bachelor of Arts - History
Wells College
Aurora, NYSkills
Microsoft (excel, word)
Customer Empathy
Issue Escalation
Product Knowledge
Team Collaboration
Multitasking and Organization
Customer Satisfaction
Issue Resolution
Quality Assurance
Good communication skills
Digital Communications
Customer Engagement
Interpersonal and written communication
Cultural Sensitivity
Interactive tours
Visitor relations
Timeline
Authentication Center Generalist
TCGPlayer
03.2017 - Current
Docent Intern
Seward House Museum
02.2016 - 05.2016
Customer Service Representative
Marshalls
10.2015 - 03.2017
Archivist Intern
Old Fort Western
05.2015 - 07.2015
Bachelor of Arts - History
Wells College