Summary
Overview
Work History
Education
Skills
Timeline
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Katrina Gregory

Belmont,NC

Summary

Personable and dedicated Customer Service Representative with extensive experience. Upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, and enthusiastic with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience

Work History

Receiving Assistant

Amazon
01.2021 - Current
  • Unpack and examine incoming shipments to confirm consistency with records and route materials to appropriate department.
  • Check product for accuracy, scan product into system and place it into robots.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Mentored new employees on procedures and policies to maximize team performance.
  • I have received multiple "Doc Positives" from Corporate, these are only received by a small percentages of employees. A Doc Positive states that one is performing their job above the company's expectations.

Customer Service Representative

Ameridial
05.2020 - 02.2021
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Data Entry
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Made outbound calls to obtain account information.
  • Kept records of client's accounts.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Worked from home during Covid

Order Fulfillment Coordinator

Compass Group Management
01.2020 - 04.2020
  • Assessed job sites to determine work needed.
  • Reviewed supplies inventory levels and purchased necessary items.
  • Achieved productivity and accuracy standards to meet company guidelines
  • Entered data into sales and inventory system
  • Completed paper detailing weekly sales and orders.

Store Management

Dollar General Store
07.2015 - 12.2019
  • Trained new sales team members and motivated exceptional performance.
  • Dealt with customer complaints and rectified product and service issues.
  • Tracked inventory and conducted cycle counts to maintain accurate records.
  • Answered customer queries and complaints and provided prompt solutions.
  • Developed store budgets, monitored expenditures and completed financial reports.
  • Increased sales by optimizing in-store promotional strategies.
  • Improved district sales by 65%.
  • Oversaw annual store budget and worked closely with corporate and financial departments on reporting and payroll.
  • Implemented corrective actions to improve employee performance and discourage inappropriate behavior.
  • Maintained clean and organized facility to prevent accidents, damages and lost items.
  • Recorded quantities of damaged, faulty or expired items in product reports.

Customer Service Support Specialist

Donor Care Center
10.2012 - 05.2015
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Offered extraordinary and energetic customer support.
  • Provided email, chat, and phone support.
  • Effective call handling.
  • Managed inbound and outbound contact with customers based on business needs while navigating through multiple computer systems and screens to help help resolve customer issues.
  • Documented customer interactions as needed.
  • Remained calm while assisting frustrated customers.
  • Data entry
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Assisted in training and motivating new employees.
  • Analyzed customer complaints and service trends to identify and correct systematic issues.

Education

Associate of Science - Paralegal Studies

National University
San Diego, CA
05.2024

Skills

  • Calm and Professional Under Pressure
  • Call Documentation
  • Efficient and Detail-Oriented
  • Data Entry and Maintenance
  • Phone Support
  • Customer Relations
  • Problem Resolution
  • Superior written and oral communication skills
  • Project Management
  • Proficient in Microsoft Word
  • Typing speed of 40 WPM
  • Credit Card Payment Processing
  • De-escalation Techniques
  • Customer Data Confidentiality
  • Interpersonal Communication Skills
  • Sales
  • Proficient in Excel
  • Leadership
  • Courteous with Strong Service Mindset
  • Quality Assurance
  • Chat support
  • Email Support
  • Multitasking and Organization
  • Building Customer Trust and Loyalty
  • Communication
  • Warehouse Organization

Timeline

Receiving Assistant

Amazon
01.2021 - Current

Customer Service Representative

Ameridial
05.2020 - 02.2021

Order Fulfillment Coordinator

Compass Group Management
01.2020 - 04.2020

Store Management

Dollar General Store
07.2015 - 12.2019

Customer Service Support Specialist

Donor Care Center
10.2012 - 05.2015

Associate of Science - Paralegal Studies

National University

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Katrina Gregory