Katrina Wynn
Palm Bay,FL
Summary
Proven track record in enhancing customer satisfaction and streamlining order processes, notably at Sitel. Excelled in multitasking and problem-solving, achieving top performance metrics. Demonstrated strong work ethic and exceptional interpersonal skills, leading to increased loyalty and repeat business. Managed high-stress situations with professionalism, significantly improving customer retention.
Overview
17
17
years of professional experience
Work History
Shopper
Instacart
06.2019 - Current
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
- Demonstrated speed and accuracy in order item selection.
- Worked productively with customers to meet order requirements and service expectations.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Tracked substitutions and informed customers of changes.
- Delivered items to customers on desired schedules by managing time efficiently and planning effective routes.
Customer Service Cashier
Lowes Home Improvment
12.2017 - 05.2018
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
Childcare Provider
The Family Y
01.2012 - 06.2014
- Developed strong relationships with families, providing regular updates on child progress and establishing trust.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Developed age-appropriate activities and crafts to engage children.
- Maintained clean facilities by following sanitation protocols, ensuring a healthy environment for all children.
- Supported emotional well-being by addressing individual needs and providing a nurturing environment for growth.
- Administered first aid when needed, adhering to established protocols to ensure child safety and wellbeing.
- Led children in creative, athletic, and educational activities while maintaining safe and orderly group.
- Ensured child safety through vigilant supervision, maintaining proper ratios during indoor and outdoor activities.
- Assisted in potty training and other daily hygiene activities to support child development.
- Communicated regularly with parents regarding their child''s achievements or concerns while offering guidance on home-based support strategies.
- Worked with children to develop good cognitive, physical and language skills.
- Oversaw smooth drop-off/pick-up transitions by maintaining open communication with parents and ensuring a safe environment for children.
- Implemented daily routines to establish consistency, helping children transition smoothly between activities.
Customer Service Representative
Sitel
11.2007 - 01.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Education
Bachelor Of Business Science - Business
Excelsior College
Albany, NYBookkeeper Certification - Bookkeeping
IAP CAREER COLLEGE
Chicago, IL07.2024
Skills
- Strong Work Ethic
- Online order fulfillment
- Mobile payment processing
- Supply Chain Understanding
- Task Prioritization
- Self Motivation
- Interpersonal Skills
- Organizational Skills
- Excellent Communication
- Reliability
- Multitasking
- Time Management
- Problem-Solving
- Cash Handling
- Processing payments
- Order Processing
Timeline
Shopper
Instacart
06.2019 - Current
Customer Service Cashier
Lowes Home Improvment
12.2017 - 05.2018
Childcare Provider
The Family Y
01.2012 - 06.2014
Customer Service Representative
Sitel
11.2007 - 01.2012
Bachelor Of Business Science - Business
Excelsior College
Bookkeeper Certification - Bookkeeping
IAP CAREER COLLEGE
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