Katia Worden
Howell,MI
Summary
Dynamic customer service professional with 24 years of experience seeking a Customer Relations Representative role. Proven track record in managing customer inquiries, resolving complex issues, and enhancing client satisfaction across diverse industries. Bilingual in English and Spanish, skilled in communication, active listening, and creative problem-solving, with expertise in de-escalation techniques and maintaining calm under pressure.
Overview
20
20
years of professional experience
Work History
Assistant Store Manager-Bilingual
Sherwin Williams
06.2025
- Organizing, planning, and implementing store strategies.
- Support all aspects of store operations, including customer service, marketing, merchandising, inventory, finances, and safety.
- Supervise and train store staff to ensure effective performance.
- Contact customers to generate sales leads and enhance customer engagement.
- Ensure compliance with company policies and procedures regarding cash handling and customer interactions.
- Excellent customer service skills to engage with customers and address their needs.
- Ability to manage inventory and financial aspects of the store operations.
- Strong communication skills to interact with customers and team members.
Human Resources Generalist Bilingual
Thai Summit America
06.2024 - 04.2025
- Facilitated bilingual communication and document translation across multiple departments, enhancing understanding and collaboration.
- Managed recruitment processes, including interviewing and testing, to effectively fill vacant positions and support organizational staffing needs.
- Advised management on employee relations issues, conducted exit interviews, and maintained compliance with legal and reporting requirements.
- Conducted new employee orientations, coordinated benefits for 800 employees, and organized annual plant events to support company culture and engagement.
- Knowledge of Family Medical Leave Act (FMLA), Short-term Disability, PTO, and SPTO.
- Training on ADP and PLEX, others
Bilingual Customer Specialist
Comi Americas
02.2024 - 05.2024
- Facilitated international and national customer communication and inquiries by preparing and managing invoices, customer statements, and parts quotes using QuickBooks and RightWorks.
- Assisted in the reconciliation of bank statements and supported international shipping processes to ensure accuracy and efficiency in financial and logistical operations.
- Managed office communications, including responding to customer emails and answering phone inquiries, while maintaining organized records and documentation.
Assistant Store Manager
Casual Male/DXL BIG and TALL
04.2023 - 02.2024
- Assisted in achieving sales objectives by aligning daily plans with long-term business growth strategies.
- Improved customer experiences and relationships through a focus on enhanced customer engagement.
- Managed inventory, expense control, and risk management to support operational efficiency, including overseeing store opening and closing procedures.
- Annually Store Inventory
Polo Ralph Lauren Factory
09.2022 - 03.2023
- Achieved daily, weekly, and monthly sales targets by effectively driving business operations and customer engagement.
- Supported alternative purchasing processes, including Gladly, Click to Zoom, JRNI, and Ship to Home, to enhance customer connectivity and convenience.
- Expanded customer access to product discovery through innovative solutions such as QR codes, digital catalogs, and virtual stores.
Bilingual Customer Claim Specialist-Furniture Protection Plan
Montage FS
06.2021 - 08.2022
- Responded to and managed customer, retailer, and technician inquiries, ensuring accurate claim processing and high levels of customer service throughout the entire claims’ lifecycle.
- Reviewed and monitored open claims to ensure timely follow-up and resolution, maintaining accuracy and customer satisfaction by determining warranty replacements and providing alternative solutions when necessary.
- Captured precise customer and claim data while opening new claims, focusing on cost-effective and service-oriented outcomes, and facilitated communications with retailers and manufacturing clients.
Customer Care Representative/bilingual
Credit Technologies Inc.
03.2016 - 06.2021
- Company Overview: Credit Technologies Inc.- Credit Reporting Agency
- Assisted consumers in managing credit reports for housing and refinancing applications, collaborating with major credit bureaus to ensure up-to-date information.
- Communicated with a diverse range of borrowers and creditors, both nationally and internationally, to resolve issues related to loans, foreclosures, collections, and bankruptcies.
- Managed high-volume inbound and outbound calls, providing bilingual support to address inquiries and facilitate account updates.
- Verified client identities, maintained daily file completion, and assisted clients with account access issues.
Bilingual Customer Relation Service
Datapak Service
03.2014 - 02.2016
- Higher inbound calls daily, bilingual oral and writing for customer over a 21 different type of companies (Call Center)
- Handled complaint in a diplomatic way
- Quickly processing information and notated every single call
- Aware of all laws and regulation data protection
- Processed merchandise returns and exchanges
- Data entry for various projects
- Quoted prices and discount as well as credit terms, trade-in allowances, warranties, and delivery dates
- Tracked order for customer via UPS, FEDEX, USPS, other
Office Assistant
The Lawn Warden Outdoor Service
01.2005 - 02.2014
- Responded to customer inquiries regarding quotes and provided clerical and secretarial support to staff and management
- Assisted with bookkeeping tasks, including processing invoices, account statements, and reports, as well as verifying and posting check payments
- Managed customer information filing and supported human resources functions with bilingual capabilities.
- Recruit, interview, test, and select employees to fill vacant positions
Education
Bachelor's degree - Business Administration with an Emphasis in finance and banking
Universidad de San Jose
Skills
- Fluent in Spanish/English Oral and Writing
- Communication Skill/ Active Listening Skill
- Customer Oriented
- Energetic Work Attitude
- De-Escalation Techniques
- Data Entry and Maintenance
- Inbound and Outbound Calling
- Calm and Professional Under Pressure
- Creative Problem Solving
- Computer Skills: Microsoft Word, Excel, PowerPoint
- Quick learning
Timeline
Assistant Store Manager-Bilingual
Sherwin Williams
06.2025
Human Resources Generalist Bilingual
Thai Summit America
06.2024 - 04.2025
Bilingual Customer Specialist
Comi Americas
02.2024 - 05.2024
Assistant Store Manager
Casual Male/DXL BIG and TALL
04.2023 - 02.2024
Polo Ralph Lauren Factory
09.2022 - 03.2023
Bilingual Customer Claim Specialist-Furniture Protection Plan
Montage FS
06.2021 - 08.2022
Customer Care Representative/bilingual
Credit Technologies Inc.
03.2016 - 06.2021
Bilingual Customer Relation Service
Datapak Service
03.2014 - 02.2016
Office Assistant
The Lawn Warden Outdoor Service
01.2005 - 02.2014
Bachelor's degree - Business Administration with an Emphasis in finance and banking
Universidad de San Jose
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