Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Katie Gavin

Moss Point,MS

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Proven track record in enhancing client wellness and team productivity, notably at Restore Masters Roofing. Skilled in client relationship management and problem-solving, I excel in creating efficient processes and fostering strong team dynamics. Achieved significant improvements in operational efficiency and customer satisfaction through innovative strategies and empathetic customer service.

Overview

13
13
years of professional experience

Work History

Personal Support Worker

Self
02.2024 - Current
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted clients with daily living activities, promoting independence and wellbeing.
  • Assisted clients in maintaining housekeeping task.
  • Enhanced patient comfort by providing compassionate and attentive personal care.
  • Developed trust-based relationships with clients through active listening and empathetic communication skills.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Assisted with daily living activities, running errands, and household chores.

Remote Lead Specialist

Restore Masters Roofing
05.2023 - 09.2023
  • Enhanced team productivity by implementing efficient work processes and streamlining operations.
  • Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various departments.
  • Ensured compliance with industry regulations and company policies through diligent monitoring and enforcement efforts.
  • Improved employee retention rates by fostering a positive work environment and offering professional development opportunities.
  • Managed high-profile projects, ensuring timely completion within budget constraints while maintaining quality standards.
  • Championed innovation by fostering an environment that encouraged exploration of new ideas.
  • Established effective communication channels among team members to enhance collaboration and promote information sharing.
  • Developed strong client relationships through consistent communication, understanding their needs, and delivering tailored solutions.
  • Facilitated knowledge transfer between team members through regular meetings, training sessions, and documentation.
  • Successfully negotiated contracts with vendors, resulting in significant cost savings for the company without sacrificing quality or service levels.
  • Optimized resource allocation through careful analysis of project requirements and accurate forecasting of personnel needs.
  • Achieved project success by effectively leading cross-functional teams and ensuring timely delivery.
  • Followed all company policies and procedures to deliver quality work.
  • Monitored industry trends to adapt strategies accordingly.
  • Gathered, organized and input information into digital database.
  • Generated reports detailing findings and recommendations.
  • Maintained database systems to track and analyze operational data.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Cold called perspective customers to determine product or service needs, ascertain timelines and identify decision-makers.
  • Increased lead generation by implementing targeted email campaigns and personalized outreach strategies.
  • Made an average of 100 cold calls daily to generate prospective leads.

Lead Generation Specialist

Complete Roofing
10.2021 - 05.2023
  • Built prospect lists of potential new customers through research and identification of business opportunities.
  • Collaborated with sales teams to ensure accurate lead tracking and timely follow-ups, enhancing overall customer experience and satisfaction.
  • Cold called perspective customers to determine product or service needs, ascertain timelines and identify decision-makers.
  • Increased lead generation by implementing targeted email campaigns and personalized outreach strategies.
  • Maintained an up-to-date knowledge of industry best practices and trends, applying relevant findings to the optimization of lead generation processes.
  • Entered data into JobProgress, ensuring accuracy and uniformity.
  • Created engaging content tailored specifically for target audience segments, increasing interest in products and services offered.
  • Developed extensive knowledge of products and services to better assist customers.
  • Educated customers on product and service benefits, explaining features and answering questions.
  • Utilized sales techniques to build customer interest and close sales.
  • Set up appointments with interested customers according to schedule availability.
  • Implemented upselling techniques to increase revenue and move product.
  • Overcame objections using friendly, persuasive strategies.
  • Asked relevant questions to assist customers with selecting needed or requested products and services.

Server

Mugshots Grill & Bar
04.2021 - 10.2021
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.

Customer Service Representative

Spectrum
12.2019 - 02.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Customer Service Representative

Check N Go
08.2019 - 12.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
  • Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
  • Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
  • Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
  • Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
  • Developed strong relationships with clients through personalized service, building trust and loyalty with the company.
  • Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the company and its customers.
  • Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
  • Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on ways to enhance performance levels within the company.
  • Supported branch sales goals with effective cross-selling of loan products, increasing overall revenue.
  • Collaborated with team members to meet monthly performance targets, contributing to the branch''s success.
  • Provided financial solutions tailored to individual client needs, promoting long-term financial stability for customers.

Customer Service

Kirby
10.2011 - 08.2019
  • Worked in many positions in the company. Appointment setter, Team Lead, Trainer, Hiring, and Office Management.
  • Provided exceptional customer service to patrons and communicated professionally.
  • Enhanced customer loyalty through exceptional customer service and personalized recommendations.
  • Met customer service expectations through problem resolution, daily communication and follow-up, boosting customer service scores.
  • Provided friendly and attentive customer service, resulting in repeat patronage.
  • Streamlined front desk operations for improved efficiency and customer service.
  • Provided exceptional customer service by promptly resolving issues and complaints.
  • Increased sales by providing exceptional customer service and product knowledge.
  • Trained new hires on customer service policies and procedures.
  • Supervised and trained staff on product knowledge and customer service.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Education

High School Diploma -

East Central High School
Hurley, MS

Cosmetology -

Remington College
Mobile, AL
09.2015

Skills

  • Mobility Assistance
  • Emotional Support
  • Social support
  • Privacy and confidentiality
  • Housekeeping tasks
  • Cultural Sensitivity
  • Client Relationship Management
  • Time Management
  • Respectful and Compassionate
  • Verbal and written communication skills
  • Strong Ethics
  • Problem-Solving
  • Documentation
  • Flexible schedule and availability
  • Flexible Schedule
  • Dependable and Responsible
  • Records Maintenance
  • Relationship Building
  • Records Management
  • Data Entry
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Money handling abilities
  • Complaint Handling
  • Payment Processing
  • Professional telephone demeanor
  • Scheduling
  • Follow-up skills
  • Product Knowledge
  • Paperwork Processing
  • Appointment Scheduling
  • Order Processing
  • Team Development
  • Administrative Support
  • Prioritization
  • Staff Training
  • Technical Support
  • Clerical Support
  • Filing
  • Customer Education
  • Product Sales
  • Product and service solutions
  • Multi-line phone talent
  • Sales expertise
  • Assertiveness
  • Staff education and training
  • Office equipment proficiency
  • Service Upselling
  • Reading Comprehension
  • Account Management

References

Professional References

Rachel Busby 251-751-4282 Manager

Brie Stigletts 228-257-3655  Supervisor

Salem Barton 228-990-8177  Coworker

Cassandra Gray 228-355-8282 Manager

Randy Johnson 228-596-0678 Manager/Mentor

Timeline

Personal Support Worker

Self
02.2024 - Current

Remote Lead Specialist

Restore Masters Roofing
05.2023 - 09.2023

Lead Generation Specialist

Complete Roofing
10.2021 - 05.2023

Server

Mugshots Grill & Bar
04.2021 - 10.2021

Customer Service Representative

Spectrum
12.2019 - 02.2021

Customer Service Representative

Check N Go
08.2019 - 12.2019

Customer Service

Kirby
10.2011 - 08.2019

High School Diploma -

East Central High School

Cosmetology -

Remington College

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Katie Gavin