Katlynn Duncan
Eaton,OH
Summary
-People-oriented team leader that can also take direction. Successful in monitoring performance, delegating work, and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
-Reputable customer service professional that brings strong phone speaking skills, paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
16
16
years of professional experience
1
1
Certification
Work History
DSP-Team Lead
Total Home care Solutions
Dayton, OH
02.2019 - 08.2024
- Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
- Accompanied individuals on outings to promote independence and integration into the community.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
- Developed relationships with families of those receiving services to ensure continuity of care.
- Developed and implemented individualized service plans for each client, in accordance with state regulations.
- Conducted assessments to ensure compliance with standards and regulations.
Shift Manager
Potbelly Sandwich Company
Chicago, IL
12.2014 - 11.2018
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Monitored store operations to ensure compliance with company policies and procedures.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Conducted daily shift meetings to review sales goals, safety issues, promotions, and other topics.
- Provided coaching and guidance to team members when necessary to improve performance.
- Counted and balanced cash drawer at the beginning and end of shift.
- Verified all transactions were accurate, signed off on documents, and recorded discrepancies.
Assistant Store Manager
Blockbuster Video
Middletown, Ohio
01.2009 - 02.2012
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Greeted customers with a friendly and inviting attitude.
- Operated cash registers to process payments from customers.
- Stocked shelves with new product arrivals.
Education
High School Diploma -
Middletown High School
Middletown, OH08-2007
Some College (No Degree) - Customer Service Management
Cincinnati State Technical And Community College
Cincinnati, OHSkills
- Schedule Management
- Trend tracking
- Regulatory Compliance
- Performance monitoring
- Production Monitoring
- Employee engagement
Certification
- CPR and First Aid certified
- 8 hour dsp training
- Med certification
- Drivers License
Timeline
DSP-Team Lead
Total Home care Solutions
02.2019 - 08.2024
Shift Manager
Potbelly Sandwich Company
12.2014 - 11.2018
Assistant Store Manager
Blockbuster Video
01.2009 - 02.2012
- CPR and First Aid certified
- 8 hour dsp training
- Med certification
- Drivers License
High School Diploma -
Middletown High School
Some College (No Degree) - Customer Service Management
Cincinnati State Technical And Community College
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