Katrina Lacape
Port Saint Lucie
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Professional with experience in customer service and support. Skilled in problem-solving, communication, and conflict resolution. Strong focus on team collaboration and achieving results, adaptable to changing needs. Known for reliability and positive attitude, skilled in CRM software and customer engagement.
Overview
21
21
years of professional experience
Work History
Customer Service Support Specialist
LEGO
09.2023 - Current
- 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.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Life Insurance Specialist
EQUOTE
01.2014 - 08.2023
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Sold life insurance policies via telephone and assisted other agents with underwriting.
- Explained coverage options to potential policyholders, answering questions or concerns.
Owner/Operations Executive
Magical Party Rentals
09.2003 - 01.2014
- Oversaw staff hiring, scheduled processes to streamline operations.
- Established favorable relationships with vendors and contractors, facilitating contract negotiation.
- Resolved problems or concerns to satisfaction of involved parties.
Education
Associate of Arts -
San Diego Mesa College
San Diego, CASkills
- CRM Software
- Salesforce
- Zendesk
- Verbal and Written Communication
- Sales Support
- Multitasking and Prioritization
- Call Center Operations
- Problem Solving
- High-energy attitude
- Complaint Resolution
Timeline
Customer Service Support Specialist
LEGO
09.2023 - Current
Life Insurance Specialist
EQUOTE
01.2014 - 08.2023
Owner/Operations Executive
Magical Party Rentals
09.2003 - 01.2014
Associate of Arts -
San Diego Mesa College
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