Summary
Work History
Education
Skills
Leadership Experience
Personal Traits
References
Timeline
Generic

Katrina Taylor

Bee Branch,AR

Summary

Versatile, motivated and dependable customer support professional. Seasoned in fielding calls and emails from customers to answer questions and resolve technology, billing, training, and scheduling issues. Proficient in MicroSoft Office, Google Suite, Zendesk, QuickBooks and proprietary software applications like Task Management Tool (TMT), Records Management and Wikipages. Experience in building customer satisfaction through an approach that balances procedural compliance with adaptive problem resolution - always with a positive, collaborative attitude.

Work History

Airman - Tech and Office Support

United States Air Force
2011 - 2017
  • Handled daily inquiries regarding Task Management Tool (TMT), Records Management, Wikipages, and Quickbooks from both airmen and civilian personnel via calls and emails.
  • Developed custom formats for various documents and performed data editing/merging in spreadsheets.
  • Proficient at utilizing key Microsoft Windows features, including file and folder operations
  • Implemented and kept current multiple software applications.
  • Designed and implemented software training initiatives for internal teams, including TMT utilization.
  • Identified and implemented process improvements through collaboration with cross functional teams.
  • Diagnosed and repaired issues related to Wikipages and records management processes.
  • Managed user accounts for Wikipages and file folders, overseeing permission setup and password management.
  • Enhanced leaders' productivity by facilitating equipment setup, overseeing necessary software downloads and configuring permissions to ensure smooth task execution.
  • Motivated individual experienced in independent and collaborative work.
  • Developed and implemented strategies to optimize customer experience.
  • Utilized Microsoft Office Suite, Google Workspace, and Zendesk.

Office Manager

Happy Town Cleaning
Colorado Springs
2019 - 2019
  • Prepared estimates for cleaning services, prepared billing documents, and processed payments.
  • Assisted customers in booking appointments by phone and email.
  • Ensured customer satisfaction and sustained positive reviews by responding promptly to inquiries or complaints.
  • Maintained accurate records of customer appointments and schedule changes, jobs locations and hours per job.
  • Monitored and ordered office supplies necessary for filing and record-keeping activities.
  • Facilitated easy access to frequently used documents through strategic placement and organization.
  • Developed and implemented a comprehensive training program for new hires to assure use of best practices.
  • Performed cleaning duties as needed to adapt to customer schedules to meet team goals.
  • Ordered supplies and equipment to maintain adequate inventory levels.
  • Used judgment and initiative in handling confidential matters and requests.
  • Utilized Microsoft Office Suite.

Operations Lead

Trichome Health Consultants
Colorado Springs, CO
2019 - 2021
  • Scheduled consultations and maintenance requests for three locations.
  • Assisted customers with product selection, order placement and payment processing.
  • Built strong relationships with customers through providing exceptional service.
  • Maintained accurate records of customer interactions and transactions.
  • Collected and reported on data for use in operational planning and execution (e.g., pesticide applications, plant health information).
  • Adhered to company policies and procedures when dealing with customers.
  • Resolved customer complaints in a timely manner.
  • Created reports related to customer inquiries and satisfaction surveys.
  • Maintained a positive attitude, composure and patience in face of difficult customer situations, applying de-escalation techniques.
  • Managed my own workload,setting daily, weekly and monthly priorities.
  • Utilized Microsoft Office Suite.

Office Manager

The London Commercial Group
Colorado Springs
2021 - 2022
  • Processed incoming and outgoing payments accurately according to established procedures.
  • Assisted in resolving customer questions effectively and efficiently.
  • Filed records on paper and electronically.
  • Interacted with customers via telephone or email regarding inquiries about their accounts or services offered by the company.
  • Maintained positive working relationship with fellow staff and management.
  • Maintained accurate bookkeeping records, including coding/billing, payment processing, and other back office. transactions.
  • Reviewed documents for accuracy and completeness prior to submission.
  • Utilized Microsoft Office Suite and QuickBooks.

Office Manager

Marsha Marsha Marsha Cleaning Services and Beyond
Colorado Springs, CO
2022 - 2023
  • Assisted customers with appointment bookings in person or by phone, adapting to schedule changes and client concerns.
  • Filed records for cleaning job hours, location and pay information.
  • Successfully managed a heavy workload, prioritizing tasks and resolving daily challenges.
  • Consistently recognized for delivering exceptional customer service and upholding high standards of cleanliness.
  • Displayed strong telephone and email etiquette, effectively handling difficult calls.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.

Education

High School Diploma -

Marsha, Marsha, Marsha, Cleaning Services and Beyond

Bachelor of Science - Horticulture/Agriculture Business

Happy Town Cleaning

Skills

  • Technology Support
  • Policy and Procedure Compliance
  • Critical Thinking/Problem-Solving
  • Office Administration
  • Team Collaboration
  • Phone and Email Communication
  • Computer/Database Fundamentals
  • Proficiency in Microsoft Office (Word, Excel, Powerpoint), G-Suite, Zendesk

Leadership Experience

Many roles throughout my education and career have involved being a leader among fellow classmates, coworkers, and projects. I am quick to adapt and learn new procedures, tasks and roles while working professionally with others. My military career allowed me to work with very complex processes while getting to work with many of the nation’s top military leaders. I have retained these skills and look forward to applying hard work, dedication, and positivity to your company. I work well with others and can follow orders making sure to complete any task given to me.

Personal Traits

I am a very organized person and love to work on projects. My interests include being outdoors and working on vehicles as it is always a great learning experience. Being early for appointments and work is something that has always been a priority.

References

  • Kerstin Rennie, HR Generalist, Kerstin.rennie@gmail.com, 682-706-6601
  • Marsha Keister, Manager/Business Owner, info@Marsha3xServices.com, 719-345-2900
  • Jen Pelto, Manager Phelan Gardens, jen@phelangardens.com, 719-574-8058

Timeline

Airman - Tech and Office Support

United States Air Force
2011 - 2017

Office Manager

Happy Town Cleaning
2019 - 2019

Operations Lead

Trichome Health Consultants
2019 - 2021

Office Manager

The London Commercial Group
2021 - 2022

Office Manager

Marsha Marsha Marsha Cleaning Services and Beyond
2022 - 2023

High School Diploma -

Marsha, Marsha, Marsha, Cleaning Services and Beyond

Bachelor of Science - Horticulture/Agriculture Business

Happy Town Cleaning

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Katrina Taylor