MS Office Suite
Katrina Koenig
Inside Sales Associate
Gainesville,FL
Summary
Business-driven General Manager with more than 7 years of experience planning and organizing work schedules, communicating goals and objectives and complying with guidelines and procedures. Analytical and determined individual committed to developing client rapport and following all customer service guidelines.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
Work History
Inside Sales Associate
Publishing Concepts Inc
11.2021 - Current
- Talent for identifying customer needs and presenting appropriate company product and service offerings with strong presentation, negotiation, influencing and persuasion
- Natural communicator with strong motivational skills and the ability to support operational goals and meet business objectives
- Coordinates multiple tasks and work independently and productively in a fast paced, deadline-oriented environment
- Consistently demonstrated record of sales success against sales quota; made sales quota 99% of the time
- Drove new customer acquisition by utilizing persuasive sales techniques on outbound sales calls, resulting in a 21% increase in new customers
Express Courier Manager
Matpost
10.2014 - 06.2021
- Hands-on management professional with unparalleled integrity, initiative, and flexibility
- Responsible for supervising employees including, but not limited to recruitment, hiring onboarding, training, certifying time and attendance, development, conducting performance evaluations and creating action plans
- Adept at leading by example, marshaling resources, and creating a professional atmosphere to motivate high levels of productivity and build cohesiveness within the team
- Able to flourish in a pressure-filled environment while using the safest most efficient routes to deliver packages promptly and accurately
- High First-Contact Resolution- through the effective analysis of the request, use of personal knowledge and adhering to Standard Operating Procedures or scripting
- Slashed the number of customer complaints by 50% through ensuring that staff followed customer service guidelines
- Implemented a new onboarding and training process which cut down training times by 2 days
International Student Advisor/Administrative Support
University of Florida-International Center
12.2008 - 02.2010
- Gained thorough working knowledge on immigration law, rules, procedures, and process for all F-1 visa holding students holding strict confidentiality
- As the DSO, advised and tracked international student's initial immigration files and complied with all reporting requirements for SEVIS with cultural sensitivity
- Advocated, counseled, and served as liaison collaborating across campus between Admissions, Registrar's Office, UF departments, and UFIC concerning newly admitted international students via email, fax and telephone
- Conceptualized and implemented an improved training process including writing a training manual to better equip the employee for success
- Organized, facilitated, and promoted UF's presence at the Florida International Leadership Conference (international students were provided with unique leadership training experience and networking opportunities)
- Employed program management skills developing promotional, advertising, and marketing strategies at FILC
- Presented (“Dispelling Immigration Myths”) at the Florida Association of International Educator state conference sharpening my presentation and creative skills
Senior Customer Service Representative
Nationwide Insurance
08.2003 - 03.2005
- Resolved conflict when responding to customer inquiries and problems by collaborating with other departments such as HR, commercial department, and insurance agents
- Handled all inbound calls to methodically processed automobile and homeowner insurance claims
- Handled all outbound calls to provide exceptional follow-up leading to increased repeat and referral business
- Assisted Supervisors and Managers with coaching, helped develop new agents and mentored low performers
- Enhanced customer-satisfaction ratings by expediting all claims and ensuring a high degree of accuracy exceeding productivity standards
- Received 5 customer service awards for outstanding track record of positive customer feedback
Education
Master of Education - Marriage And Family Counseling
University of Florida
Gainesville, FL 05.2013 - 05.2015
Master of Education - Global Studies
University of Illinois At Urbana-Champaign
Champaign, IL 05.2010 - 05.2012
Bachelor of Science - Psychology
University of Florida
Gainesville, FL 05.2004 - 05.2008
Skills
Training development aptitude
Staff education and training
Administrative support
Flexible and Adaptable
Analytical and Critical Thinking
Interpersonal Communication
Leadership
Software
Zoom
Five9
GIMS
NERDC
SEVIS
FsaAtlas
Timeline
Inside Sales Associate
Publishing Concepts Inc
11.2021 - Current
Express Courier Manager
Matpost
10.2014 - 06.2021
Master of Education - Marriage And Family Counseling
University of Florida
05.2013 - 05.2015
Master of Education - Global Studies
University of Illinois At Urbana-Champaign
05.2010 - 05.2012
International Student Advisor/Administrative Support
University of Florida-International Center
12.2008 - 02.2010
Bachelor of Science - Psychology
University of Florida
05.2004 - 05.2008
Senior Customer Service Representative
Nationwide Insurance
08.2003 - 03.2005