Katrina Hosea
Dixons Mills
Summary
Dynamic customer service leader with a proven track record at CapRelo, excelling in policy enforcement and customer satisfaction. Skilled in quality control and account management, I have consistently driven team performance and enhanced customer relations, achieving exceptional outcomes in high-pressure environments. Adept at coaching and developing talent for sustained success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
CapRelo
09.2022 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
Customer Service Specialist
Amazon
06.2021 - 08.2022
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
Production
Mercedes Benz U.S. International
04.2014 - 05.2021
- Troubleshot technical issues swiftly, minimizing interruptions in production schedules.
- Diagnosed mechanical issues efficiently, minimizing disruption to production schedules.
- Streamlined production workflows for improved efficiency and reduced downtime.
- Documented daily production using Software and produced timely reports.
- Reduced production defects by closely monitoring manufacturing processes and providing timely feedback to the production team.
Education
Diploma -
Marengo High School
Dixons Mills, AL05.2003
Skills
- Policy enforcement
- Customer satisfaction
- Professional telephone demeanor
- Customer relations
- Quality control
- Account management
- Visual Communication
- Business Analysis
- Finance
- Goal Setting
- Microsoft
- Computer Network Concepts
Certification
Managerial Accounting
Visual Communications
Principles of Finance
Financial Accounting
Principles of Management
Personal Finance
Principle of Marketing
Timeline
Customer Service Team Lead
CapRelo
09.2022 - Current
Customer Service Specialist
Amazon
06.2021 - 08.2022
Production
Mercedes Benz U.S. International
04.2014 - 05.2021
Diploma -
Marengo High School
Similar Profiles
Jarvis PackerJarvis Packer
Welding Operator at Polaris IndustriesWelding Operator at Polaris Industries
Antwoine JonesAntwoine Jones
Apparel and Footwear Curator at Self Employed ServicesApparel and Footwear Curator at Self Employed Services
Antonio JenkinsAntonio Jenkins
Quality Control Inspector at Foster FarmsQuality Control Inspector at Foster Farms
Chauneci BriggsChauneci Briggs
Associate Customer Service Representative/Customer Service Team Lead at Wells FargoAssociate Customer Service Representative/Customer Service Team Lead at Wells Fargo
Sharon BurkeSharon Burke
CUSTOMER SERVICE /CUSTOMER SERVICE TEAM LEAD at VERITIV CORPORATIONCUSTOMER SERVICE /CUSTOMER SERVICE TEAM LEAD at VERITIV CORPORATION