Katie Shaw
Mesa,AZ
Summary
Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
14
14
years of professional experience
Work History
Customer Relations Representative
Bridgecrest
Mesa, AZ
11.2021 - Current
- Assist customers with delayed processing of titles, refunds, accounting processes, missing documentation, and
Handle requests from customer emails regarding refunds, missing checks, duplicated payments, and title issues. - Repaired relationships with customers regarding mishandling of their account, negative customer experience, or delays in processing.
- Handled text escalations
- Reviewed calls to provide coaching to agents.
- Reviewed banks statements and began the process of refunding payments to customers
- Investigated and responded to customer complaints via
BBB, Pissed Consumer, Facebook, G+, Twitter, Apple, and Google Play Store. - Assist with educating Bridgecrest new hires on the Customer Relations Department and the role it plays within the company.
- Pull data regarding social media interactions with customers to create reports for senior leadership.
- Utilize Canva to create posters, videos, and ads for Viva Engage, the internal employee social media.
- Lead meetings with fellow agents to create and plan content for Viva Engage on a weekly basis.
Guest advocate
Target
Mesa, AZ
01.2018 - Current
- Process returns, Perform order pick-ups/drive-ups, Solve guest issues, Oversee check lanes, Manage cash office- manage stores total transactions, Close check lanes-collect funds from the current day and prepare funds for the next day, Open guest services- open registers and return merchandise to stock within an hour of store open, Schedule breaks and lunches for front of store team, Market stores loyalty credit/debit card, Train new team members
Customer Service Representative
Bridgecrest
Mesa, AZ
09.2021 - 11.2021
- Answered inbound calls to address inquiries and provide accurate information regarding their loan.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Processed payments for customers
Car auction processor
WSM Auctions
01.2011 - 01.2018
Education
Mountain View High School
Mesa, AZ05-2014
Skills
- Team oriented
- Organized
- Problem solving
- Interpersonal skills
- Detail oriented
- Composed under pressure
Communication Skills
- Communicate with team members to organize breaks and lunches for the day
- Coordinate the process for timely drive up orders
- Follow up with supervisors to ensure the front of store is running smoothly
References
Available upon request
Timeline
Customer Relations Representative
Bridgecrest
11.2021 - Current
Customer Service Representative
Bridgecrest
09.2021 - 11.2021
Guest advocate
Target
01.2018 - Current
Car auction processor
WSM Auctions
01.2011 - 01.2018
Mountain View High School