Katrina Thomas
Durham,USA
Summary
Dynamic conflict resolution professional with a proven ability to identify and address complex customer issues through a blend of precision and empathy. Recognized for fostering team collaboration and ensuring seamless communication while adeptly adapting to evolving challenges in fast-paced environments. Expertise includes advanced problem-solving, critical thinking, and maintaining exceptional service standards that drive successful outcomes. Renowned for reliability and an unwavering commitment to achieving organizational goals.
Overview
19
19
years of professional experience
Work History
Sr. Resolutions Specialist
1-800-PACKRAT
Wake Forest, NC
03.2023 - Current
- Maintained detailed records of all resolutions, ensuring accuracy and compliance with regulatory requirements.
- Assisted management with keeping team working efficiently.
- Assisted in developing standardized scripts for consistent communication with customers during the resolution process.
- Leveraged advanced problem-solving skills to address difficult or escalated cases, and providing timely solutions ensuring total satisfaction.
- Negotiated settlements between disputing parties, balancing the needs of both sides while upholding company policies.
- Supported departmental goals by consistently meeting or exceeding performance metrics related to resolutions handled and issue closure rates.
- Established a strong reputation for fairness and impartiality in all resolution cases, earning the trust of both customers and colleagues.
Sales and Customer Service Representative
1-800-PACKRAT
Durham, NC
06.2019 - 03.2023
- Take a high volume of inbound calls in a supportive call center environment for current customers needing scheduling and account management using excellent verbal and written communication skills
- Use problem solving skills to ensure customers have a positive moving experience
- Provide information, offer additional services and answer questions about various services to the customers
- Apply appropriate sales techniques and demonstrate sustained achievement of monthly sales goals and metrics
- Use product knowledge to showcase the solutions that our company can offer to prospects
- Leverage consultative sales approach to meet daily, weekly, monthly call and sales targets
- Use database, CRM, or other software to track progress with new prospects
Sales Associate
Rainbow USA
Chesapeake, VA
03.2018 - 04.2019
- Greet customers, respond to questions and address concerns while creating an exceptional customer experience.
- Operate cash registers, manage financial transactions, and balance cash drawers.
- Achieve established sales goals while striving to increase store sales.
- Maintain superior product knowledge
- Introduce promotions and opportunities to customers as well as cross-selling products to increase sales.
Customer Service Coordinator
Capital One
Chesapeake, VA
01.2014 - 03.2016
- Confer with customers by telephone to provide information about product details or services, establish new accounts and cancel accounts
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Refer unresolved customer grievances to designated departments for further investigation.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Sr. Risk Representative
HSBC
Chesapeake, VA
10.2011 - 01.2014
- Advise customers of necessary actions and strategies for debt repayment.
- Persuade customers to pay amounts due on credit accounts, damage claims, or non-payable checks, or to return merchandise.
- Confer with customers by telephone or in person to determine reasons for over due payments and to review the terms of sales, service, or credit contracts.
- Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment and arrange for debt repay mentor establish repayment schedules, based on customers' financial situations while using computers and a variety of automated systems.
Hostess and Server
Shaba Shabu Thai Restaurant and Lounge
Durham, NC
07.2010 - 07.2011
- Greet guests, seat them at tables or in waiting areas, provide guest with menus and inform them of current specials
- Speak with patrons to ensure satisfaction with food and service, to respond to complaints, or to make conversation.
- Maintain contact with kitchen staff, management, serving staff, and customers to ensure that dining details are handled properly, and customers' concerns are addressed.
- Operate cash registers to accept payments for food and beverages.
- Inspect restrooms for cleanliness and availability of supplies and clean restrooms when necessary
Sales Associate
Sears Holdings
Durham, NC
10.2006 - 07.2007
- Greet customers and ascertain what each customer's wants or needs are and recommend select and help locate or obtain merchandise based on customer needs and desires.
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
- Exchange merchandise for customers and accept returns.
- Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
- Introduce promotions, sales, as well as promote company credit cards and process credit card applications.
Education
High School Diploma -
Southern Durham High School
Durham, NC05.2007
Fashion Marketing and Merchandising
The Art Institute of Raleigh-Durham
Durham, NC05.2011
Fashion Marketing and Merchandising
N.C. Agricultural and Technical University
Greensboro, NC07.2009
Skills
- Peer training development
- Quality assurance expertise
- Operations management
- Customer complaint resolution
Accomplishments
- Achieved the highest Net Promoter Score company wide for the fiscal quarter driven by accuracy and efficiency.
Timeline
Sr. Resolutions Specialist
1-800-PACKRAT
03.2023 - Current
Sales and Customer Service Representative
1-800-PACKRAT
06.2019 - 03.2023
Sales Associate
Rainbow USA
03.2018 - 04.2019
Customer Service Coordinator
Capital One
01.2014 - 03.2016
Sr. Risk Representative
HSBC
10.2011 - 01.2014
Hostess and Server
Shaba Shabu Thai Restaurant and Lounge
07.2010 - 07.2011
Sales Associate
Sears Holdings
10.2006 - 07.2007
Fashion Marketing and Merchandising
The Art Institute of Raleigh-Durham
Fashion Marketing and Merchandising
N.C. Agricultural and Technical University
High School Diploma -
Southern Durham High School