Summary
Overview
Work History
Education
Skills
Timeline
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Katrina Lacape

Port Saint Lucie,United States

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

20
20
years of professional experience

Work History

Customer Support Specialist Seasonal

LEGO
Enfield, CT
09.2023 - 02.2024
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Documented customer correspondence in CRM to track requests, problems and solutions.

Life Insurance Specialist

EQUOTE
San Diego, CA
01.2014 - 08.2023
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Helped customers find specific products, answered questions and offered product advice.
  • Calculated premiums and established payment methods.
  • Upsold products to policyholders and potential new clients.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Sold life insurance policies via telephone and assisted other agents with underwriting.
  • Explained coverage options to potential policyholders, answering questions or concerns.

Owner/Operator

Magical Party Rentals
San Diego, CA
09.2003 - 01.2014
  • Led startup and creation of operational procedures and workflow planning.
  • Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
  • Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
  • Employed and managed vendors by negotiating deliverables, cost and expected quality.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Managed operations budgeting, accounts payable and accounts receivable and payroll.
  • Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
  • Resolved problems or concerns to satisfaction of involved parties.
  • Created program activities, agendas and budgets based on client requirements.
  • Set pricing structures according to market analytics and emerging trends.
  • Kept records for production, inventory, income and expenses.
  • Interviewed, trained and supervised employees.

Education

Associate of Arts -

San Diego Mesa College
San Diego, CA

Skills

  • CRM Software
  • Salesforce
  • Zendesk
  • Verbal and Written Communication
  • Payment Processing
  • Sales Support
  • Travel Planning
  • Order Processing
  • Multitasking and Prioritization
  • Understanding Customer Needs
  • Call Center Operations
  • Time Management
  • Problem Solving
  • Special Events Planning
  • Cost Estimating
  • Event Billing
  • Contract Negotiation
  • Client Relations
  • Budget Planning and Administration
  • Complaint Resolution

Timeline

Customer Support Specialist Seasonal

LEGO
09.2023 - 02.2024

Life Insurance Specialist

EQUOTE
01.2014 - 08.2023

Owner/Operator

Magical Party Rentals
09.2003 - 01.2014

Associate of Arts -

San Diego Mesa College

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Katrina Lacape