Katrina Payne
Richmond,VA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Delivery Driver/Cook
Hungry Howie’s
Frostproof, FL
02.2019 - 08.2021
- Managed kitchen staff, supervised preparation of foods ,and explained steps for readying specialty items.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Changed and sanitized cutting boards, benches and surfaces between tasks to avoid cross-contamination.
- Inspected appliances, commercial fryers, and ovens to verify proper working order.
- Produced high volume covers per day and maintained near-perfect customer satisfaction scores.
- Mentored staff in expectations and parameters of kitchen goals and daily work.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction and repeat business.
- Communicated closely with servers to fully understand special orders for customers.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Created identical dishes numerous times daily with consistent care, attention to detail and quality.
Customer Service Representative
Sunoco Gas Company
Frostproof, FL
02.2018 - 06.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Responded to customer requests for products, services and company information.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Trained staff on operating procedures and company services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Secretary
All Metal Buildings, Llc
Lake Wales, FL
09.2018 - 02.2020
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Scheduled appointments and conducted follow-up calls to clients.
- Completed accurate daily report documents, memos and invoices.
- Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Composed internal and external correspondence for senior management and reviewed documentation to eliminate errors.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Recorded daily financial transactions using Quickbooks and handled payments of accounts.
- Answered multi-line phone system and greeted callers enthusiastically.
- Entered data into system and updated customer contacts with information to keep records current.
Server
Denny's Restaurants Franchise Association
Lake Wales, FL
11.2015 - 04.2018
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Increased sales significantly by upselling higher-end products to customers.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Bussed and reset tables to keep dining room and work areas clean.
- Cultivated warm relationships with regular customers.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
Data Entry Specialist
The Sales Verification Company
St. Petersburg, FL
09.2014 - 01.2015
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Compiled data and reviewed information for accuracy prior to input.
- Scanned documents and saved in database to keep records of essential organizational information.
- Executed data verification to detect errors.
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted and checked input data against original documents.
- Sent completed entries for evaluation and final approval.
- Verified accuracy of data before transcribing.
- Outlined appropriate processes and procedures to fulfill and complete inquiries.
- Sorted documents and maintained organized filing process.
Housekeeper
Vicky's Cleaning Service
Lake Wales, FL
01.1997 - 10.2005
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Worked on cleaning team to service hotels, offices and other commercial buildings.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Slid beds, sofas and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows and dusting.
- Hand-dusted and wiped down office furniture, fixtures and window sills to keep areas clean and comfortable.
- Vacuumed rugs and carpeted areas in offices, lobbies and corridors.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Dusted picture frames and wall hangings with cloth.
- Kept building entryway glass clean and polished for professional presentation.
Education
BBA - Business Administration W/ Conc. Accounting
Strayer University
Washington, DC06.2025
GED -
Gadsden Adult & Community Education Center
Quincy, FL09.2014
Skills
- Brand Promotion
- Available Nights, Weekends and Holidays
- Meeting Sales Goals
- Inventory Management
- Payment Processing
- Store Policies and Procedures
- Merchandising and Display
- Loss Prevention
- Sales and Promotions
- Customer Service
Timeline
Delivery Driver/Cook
Hungry Howie’s
02.2019 - 08.2021
Secretary
All Metal Buildings, Llc
09.2018 - 02.2020
Customer Service Representative
Sunoco Gas Company
02.2018 - 06.2021
Server
Denny's Restaurants Franchise Association
11.2015 - 04.2018
Data Entry Specialist
The Sales Verification Company
09.2014 - 01.2015
Housekeeper
Vicky's Cleaning Service
01.1997 - 10.2005
BBA - Business Administration W/ Conc. Accounting
Strayer University
GED -
Gadsden Adult & Community Education Center