Hi, I’m
Katrina Newbrough
US
Summary
Proven leader in customer service and team development, excelling at enhancing client satisfaction and driving sales through informed product demonstrations. Skilled in active listening and problem-solving, consistently exceeded performance metrics, and improved team performance by mentoring. Achieved top performer recognition for outstanding quality control and critical thinking abilities.
Overview
9
years of professional experience
Work History
Jam on Hawthorne
Customer Service Representative
09.2021 - Current
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Market Street Pub
Floor Manager
02.2021 - 08.2021
Job overview
- Managed daily store operations for smooth functioning and achieving sales targets.
- Completed efficient daily opening and closing processes to prepare teams and maintain optimal financial controls.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Ensured compliance with safety regulations, maintaining a clean and hazard-free environment for staff and customers.
- Managed store inventory and stock levels to maintain availability of products.
Bear Tooth Theatrepub
Floor Manager
03.2018 - 03.2020
Job overview
- Managed team of 30 employees to maintain smooth-running operations of shop floor.
- Enhanced team performance through regular training, mentoring, and constructive feedback.
- Led by example, demonstrating strong work ethic and commitment to excellence.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Grassroots Fair Trade
Sales Representative
04.2016 - 09.2018
Job overview
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Education
Eagle River High SchoolEagle River, AK
High School Diploma
05.2013
Skills
- Extensive experience in all fields of customer service, including but not limited to: interpersonal communication, conflict resolution, team management, and relationship development
- Able to apply active listening and critical thinking skills to various forms of communication amongst customers, coworkers, employers, distribution members, and employees in order to provide situation specific problem solving
- Proficient in data gathering and documentation, as well as keen personal organization and communication skills
- Capable of handling high stress environments and creating peaceful settlements in both personal and professional disputes
- Skilled in money handling, organizing, counting, and distribution when necessary
- Dedicated to developing a strong, organized team with high functioning communication and the ability to work successfully together in a positive environment
- Maintains high personal standards that directly translate to investment in quality of product, workplace relationships, professionalism, and customer service
Hobbies
I began wheel throwing ceramics in high school and have been passionate about it ever since! I appreciate an art form that provides both beauty and function, and find the process of wheel throwing to be grounding.
Languages
French
Limited Working
Timeline
Customer Service Representative
Jam on Hawthorne
09.2021 - Current
Floor Manager
Market Street Pub
02.2021 - 08.2021
Floor Manager
Bear Tooth Theatrepub
03.2018 - 03.2020
Sales Representative
Grassroots Fair Trade
04.2016 - 09.2018
Eagle River High School
High School Diploma
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