Katie Quilling
Denver,Colorado
Summary
Specialized Technology Support professional with 10+ years of customer service and leadership experience in various sectors. Skilled communicator and collaborator able to work cooperatively and independently, build and maintain client relationships, and effectively manage evolving priorities. Passionate about lifelong education, and eager to contribute experience, leadership, and growth mindset to a positive and dynamic work environment.
Overview
7
7
years of professional experience
Work History
Senior IT Support /Senior Training Coordinator
Best Card Team LLC
03.2020 - Current
- Coordinates and delegates daily support team schedule, while simultaneously responding to large volume of incoming support requests from clients. Recognized for record for number of answered calls in one day.
- Responsible for installing, testing, and troubleshooting proprietary software in a myriad of network environments, including hours-long systems trainings with clients with little technical experience.
- Constantly adapting and delivering updates on any outstanding support issues company-wide, ensuring efficient knowledge transfer among team members.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Spearheaded internal training program overhaul including revamping SOPs for hardware/software troubleshooting, and developed KPIs to actively gauge new-hire progress.
- Mentored junior IT support team members, fostering a collaborative environment that promoted professional growth and skill development.
Customer Service Representative
Best Card Team LLC
01.2020 - 03.2020
- Promptly responded to customer inquiries and provided technical assistance over phone and in person.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Quickly grasped understanding of the business as a whole as well as in-depth technical knowledge, and promoted to the Support Team exclusively within three months.
Assistant Manager
Panera Bread
09.2018 - 12.2019
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
General Manager of Food Service
Honor Society
05.2017 - 08.2018
- Managed a staff of 20+ including human resource requirements, schedules, performance evaluations, etc
- Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
- Contributed to community engagement efforts through sponsorships of charitable initiatives, and partnerships with area organizations.
- Tracked food production levels, meal counts, and supply costs.
- Developed strong relationships with local suppliers for fresh ingredients, resulting in higher quality dishes and improved customer feedback.
- Oversaw food preparation and monitored safety protocols.
- Coordinated with catering staff to deliver food services for special events and functions.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
Education
Environmental Economics And Management -
University of Georgia
Athens, GeorgiaCybersecurity and Information Assurance -
Western Governors University
10.2024
Skills
- Microsoft suite
- Web development
- Java&python basics
- Database management basics
- Cybersecurity/Compliance
- Hardware & software troubleshooting
- Network admin
- People leadership/Employee Relations
- Verbal and written communication
- Client management and support
- Internal process improvement & development strategies
- Training material development
- Coaching & training - hard and soft skills
Timeline
Senior IT Support /Senior Training Coordinator
Best Card Team LLC
03.2020 - Current
Customer Service Representative
Best Card Team LLC
01.2020 - 03.2020
Assistant Manager
Panera Bread
09.2018 - 12.2019
General Manager of Food Service
Honor Society
05.2017 - 08.2018
Environmental Economics And Management -
University of Georgia
Cybersecurity and Information Assurance -
Western Governors University
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