Highly skilled customer service professional with expertise in client relationship management and problem resolution. Proven track record of enhancing customer satisfaction and fostering repeat business. Strong communication and organizational skills with a focus on delivering exceptional service.
Hi, I’m
Kathy McConkey
Brownstown,IL
Summary
Skills
- Client relationship management
- Front desk operations
- Data entry
- Strong work ethic
- Problem solving abilities
- Scheduling appointments
- Complaint handling
- Effective communication
- Professional telephone demeanor
- Call center operations
Work History
Spark
Independent Contractor
01.2024 - Current
Job overview
- Improved overall project quality by reviewing work diligently before submission to the client for approval.
- Analyzed user feedback to gather input and identify areas required for improvement.
- Gathered, organized and input information into digital database.
- Observed packing operations to verify conformance to specifications.
- Communicated effectively with clients throughout the entire project lifecycle, keeping them informed of progress updates or any potential issues that arose.
- Provided exceptional customer service by addressing client concerns promptly and offering solutions that met their needs.
- Developed and maintained strong working relationships with clients, leading to repeat business and referrals.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
Co-Owner, Forty-leven Brooms
Broom Maker
09.2023 - Current
Job overview
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Holiday Inn Express Hotel Suites
Night Auditor
03.2007 - 10.2010
Job overview
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review..
- Looked over pending check-ins and payment processes to complete closing procedures.
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
- Established rapport with regular clientele by providing personalized service tailored to individual preferences.
- Provided guests with information about local attractions and services, enhancing their stay experience.
- Handled emergency situations calmly and effectively, ensuring guest safety and minimizing disruptions.
- Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
- Coordinated with daytime staff to communicate important guest information, ensuring smooth transitions and continuity of service.
- Coordinated with housekeeping and maintenance staff to address overnight issues, ensuring guest comfort.
- .Maintained cleanliness and orderliness in front desk area, creating welcoming atmosphere for guests.
- Assisted in inventory management and supply ordering for front desk, ensuring preparedness and operational efficiency.
Quebecor World
Customer Service Representative, Receptionist
04.2001 - 09.2001
Job overview
- Supported the General Manager in decision-making by providing accurate data, research, and reports.
- Maintained a well-organized filing system for easy document retrieval and improved office workflow.
- Drafted professional documents such as memos, letters, and reports on behalf of the General Manager with keen attention to detail.
- Reviewed incoming correspondence for the General Manager''s attention, prioritizing urgent matters for swift resolution.
- Provided excellent customer service to clients by addressing inquiries promptly and professionally.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Answered high volume of phone calls and email inquiries.
- Assisted in preparation of financial reports, budgeting and forecasting for executive office.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Managed filing system, entered data and completed other clerical tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Orion Sales
Receptionist
06.1996 - 01.1998
Job overview
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled cash transactions and maintained sales and payments records accurately.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Helped maintain office security by monitoring visitor access and issuing badges.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
Orion Sales
Customer Service Representative
01.1993 - 06.1996
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs..
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Carlyle High SchoolCarlyle, IL
High School Diploma
University Overview
Olney Central CollegeOlney, IL
from Customer Service For Support Personnel
University Overview
Overview
32
years of professional experience
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