Katie Larkin
Springfield,MA
Summary
Friendly and adaptable professional with remarkable leadership and program management skills. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change. Highly detail-oriented and professional, successful at meeting and exceeding branch goals. Expertise in customer service relations and sales management. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Skilled Branch Manager with demonstrated success in coordinating team and financial activities.
Overview
7
7
years of professional experience
Work History
Branch Manager
AAA Northeast
03.2023 - Current
- As a people leader at the organization, assumes full responsibility for the branch, including the employment life-cycle process for staff, including hiring, training, coaching, pay management, counseling, and motivating a positive and successful team through performance management.
- Develops, implements and monitors a sales plant to meet and exceed goals through formal and informal coaching. Ensures that staff is thoroughly knowledgeable of club products. Maintains awareness of branch standing to goals and discusses with staff daily.
- Stays abreast of all business lines sales goals and promotions. Helps to foster a partnership across business lines and initiatives, provides support and direction as needed. Acts as a liaison with other business lines and their staff.
- Safeguarding branch assets and confidential data along with maintaining a professional, positive and safe work environment.
- Opening/closing/deposit procedures for the branch.
- Works to ensure adequate staffing levels in the branch.
- Processes in branch and over the phone transaction, including registry services, to best ensure member transactions are completed properly. Assists in monitoring, returning and taking phone calls.
- Represents club in local community. Participating in civic events. Builds relationships with town or council, Chamber of Commerce, police/fire departments, local businesses, and educational groups to enhance AAA presence. Organizes community outreach events and represents the branch at club sponsored events.
- Participates in special projects/events.
Assistant Branch Manager
AAA Northeast
03.2021 - Current
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, to maintain customer satisfaction.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Knowledge of branch systems, products and policies/procedures.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Supervised team of branch employees and made recommendations regarding performance evaluations.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Reviewed credit applications for risk factors and credit worthiness.
- Managed deposits, closing and opening procedures.
Travel Agent
AAA Northeast
01.2018 - Current
- Obtained the Certified Travel Associate Certificate.
- Was a top agent in performing over 1 million dollars in sales.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Recommended travel insurance plans to customers.
- Followed up with customers to increase customer service with travel plans.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
Member Service Counselor
AAA Northeast
10.2016 - Current
Education
No Degree - General Studies
Holyoke Community College
Holyoke01.
Certified Nursing Assistant - Nursing
American Red Cross
Agawam, MA04.2005
GED -
Chicopee High School
Chicopee06.2003
Skills
Proficient in MS office, Training and Development, Leadership, Empathy, Critical Thinking, Problem solving, sales expertise, staff management, customer service and cash handling
Timeline
Branch Manager
AAA Northeast
03.2023 - Current
Assistant Branch Manager
AAA Northeast
03.2021 - Current
Travel Agent
AAA Northeast
01.2018 - Current
Member Service Counselor
AAA Northeast
10.2016 - Current
No Degree - General Studies
Holyoke Community College
Certified Nursing Assistant - Nursing
American Red Cross
GED -
Chicopee High School
Similar Profiles
Azhane HarrisonAzhane Harrison
Member Service Counselor Auto at AAA NortheastMember Service Counselor Auto at AAA Northeast
Tawana HargisTawana Hargis
Customer Service Representative at AAA NortheastCustomer Service Representative at AAA Northeast
Michael ReganMichael Regan
Battery Service Technician at AAA NortheastBattery Service Technician at AAA Northeast
Alexa QuintanillaAlexa Quintanilla
Travel Support at AAA NortheastTravel Support at AAA Northeast
Adriana LouisAdriana Louis
PCA at Tempus UnlimitedPCA at Tempus Unlimited