Summary
Overview
Skills
Software
Quote
Work Availability
Accomplishments
Work History
Timeline
Education
ProjectManager
Katrina Jin

Katrina Jin

Adaptive Customer Service & Business Brand Builder Professional With 20+ Years Of Experience
North Augusta,SC

Summary

Charismatic mid-level customer service & brand builder professional with 20+ years of expertise in specialty goods. Proven track record of inhabiting multiple vital roles within a business, ensuring company goals and customer satisfaction are met. Supportive manager able to motivate high-morale teams. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

20
20
years of professional experience
3
3
Languages

Skills

Fast Typing Speed: 70 WPM

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Software

Microsoft Office: Word, Excel, Outlook, PowerPoint, OneNote, Publisher

Ecommerce (Shopify, BigCommerce, eBay)

Customer Relationship Management (CRM)

Search Engine Optimization (SEO)

Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

During my role as "Convention Services Mid/Night Shift Lead and Attendant" at The Disneyland Hotel:

  • Recognized as the Youngest Ever and First Female Lead of the Convention Services Department since its creation in 1955 at age 21.
  • Achieved "Employee of the Month" equivalent recognition in Summer 2014 (see details below):
  • Cast Member Spotlight on Department Bulletin Board
    I was recognized by my manager Robert "Robbie" Booms for assisting a Guest that was staying at one of the hotels that only spoke in Korean but was having a medical emergency in the lobby. I was on standby to translate between them and the emergency medical response staff to swiftly save them and I helped by keeping the Guest and their family calm during the whole stressful ordeal.

Work History

Senior Sales Fulfillment Customer Service Manager

House Of Bonsai
Lakewood, CA
07.2021 - 01.2023
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales through multiple sales channels: online (Shopify, BigCommerce, eBay) and in-person (physical store, trade shows, conventions).
  • Facilitated high volumes of cash, credit, check, and gift card transactions, verifying cash drawer balance, submitting batch payment authorizations at end of each shift.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.

Remote Call Center Customer Service Representative

Porsche Financial Services
Atlanta, GA
04.2021 - 06.2021
  • Delivered exceptional customer service by leveraging extensive knowledge of products and services and creating welcoming, positive experiences for mostly high-profile client base.
  • Offered advice and assistance to customers, paying attention to special needs or wants based upon updated account information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management during weekly team meetings.

Call Center Online Banking Specialist MSR 1

Ent Credit Union
Colorado Springs, CO
02.2020 - 02.2021
  • High amount of recorded compliments from customers for stellar service in short period of time; including a praising letter sent to HQ.
  • Educated on online banking and mobile banking applications with strong computer knowledge to encourage a more comprehensive experience on computers, laptops, smartphones, tablets, etc.
  • Monitored and verified suspicious activity on customer accounts and helped customers process documents & requests such as Unlocking Login Access, Auto Pay, Bill Pay, Direct Deposit, etc.
  • Executed all bank teller transactions such as wire transfers, verifying amounts, loan payments, account transfers, debit card issuance, fraudulent & disputed charge claims, account maintenance, etc.
  • Cross-sold wide range of services and products such as cross-sold credit cards, loans and other bank products to increase new business and expand existing customer relationships.

Sales, Fulfillment and Customer Service Manager

House Of Bonsai
Lakewood, CA
03.2018 - 08.2019
  • Led the shipping team to ensure over 97% fulfillment success rate in customers receiving their online orders with no damage and accurate picking; even with packages meant for long distances with large fragile items.
  • Communicated with customers via email, over the phone, or in-person to answer questions and submit damaged/missing package claims.
  • Oversaw all sales channels and maintained high satisfaction ratings with customers and vendors.
  • Coordinated all driver dispatch to ensure all package drop-offs and home deliveries of landscaping goods were accomplished.

Inbound Call Center Guest Services Representative

Living Spaces Furniture
La Mirada, CA
11.2017 - 05.2018
  • Handled a high volume of inbound calls per shift to offer callers product and service information, provide delivery driver dispatch updates, submit damage claims, generate sales quotes, etc.
  • Demonstrated strong problem-solving skills by resolving customer issues during the first call by exhibiting empathy and resolving problems swiftly.
  • Achieved being on the Top 20 Agents List for many months in a row for high performance of service levels, handling time and productivity KPIs, and 100% QA scores.

Assistant Store Manager & Trade Show Supervisor

House Of Bonsai
Lakewood, CA
01.2003 - 10.2017
  • Gained about15 years of close-hand experience in dealing with customers about products and services in a professional manner; cultivated powerful mindset of how to develop a thriving business in a competitive niche & specialty market; was raised in a business environment since 9 years old; natural brand ambassador & advocate for businesses for public promos.
  • Achieved high volume sales in trade shows/expos and did memorable promotions to grow the family business brand’s reputation within bonsai enthusiast clubs/groups and the general public.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations and implemented solutions to further develop the small business.
  • Introduced many new & familiar customers to effective tools and techniques in caring for bonsai trees via 1-on-1 & group training demos; sold on lots of successful cross-sale orders.

Convention Services Mid/Night Shift Lead Attendant

Disneyland Hotel
Anaheim, CA
03.2013 - 09.2014
  • Recognized as the Youngest Ever and First Female Lead of the Convention Services Department since its creation in 1955 at age 21.
  • Assigned each member of a 5-10+ person team with specific daily tasks and responsibilities in a key-carrying position that included inspecting event rooms to safeguard they were set to the client’s specific standards.
  • Organized evening meetings to set operations for following day and next shift crew and verified that all events were executed in a timely manner; even for VIP and VVIP events for all 3 of the Disneyland Resort Hotels: including Paradise Pier and The Grand Californian Hotel & Spa.
  • Led as the Safety Team representative for the Convention Services Department in the Banquets division to promote safer working practices in collaboration with other departments.

Casino Pit Boss / All Games Dealer and Trainer

LA Night Casino And Entertainment Co
Downey, CA
12.2010 - 06.2014
  • Promoted customer retention and satisfaction by delivering on client specifics and encouraging a fun gameplay environment for future repeat bookings.
  • Organized the setting up and tearing down of casino tables with crews of 3-6+ people per party event.
  • Expanded knowledge quickly by learning to deal with a wide variety of popular casino games.
  • Trained newer recruits in the company to quickly master dealing with casino games.

Timeline

Senior Sales Fulfillment Customer Service Manager

House Of Bonsai
07.2021 - 01.2023

Remote Call Center Customer Service Representative

Porsche Financial Services
04.2021 - 06.2021

Call Center Online Banking Specialist MSR 1

Ent Credit Union
02.2020 - 02.2021

Sales, Fulfillment and Customer Service Manager

House Of Bonsai
03.2018 - 08.2019

Inbound Call Center Guest Services Representative

Living Spaces Furniture
11.2017 - 05.2018

Convention Services Mid/Night Shift Lead Attendant

Disneyland Hotel
03.2013 - 09.2014

GED -

Long Beach School For Adults
03.2011 - 04.2011

Casino Pit Boss / All Games Dealer and Trainer

LA Night Casino And Entertainment Co
12.2010 - 06.2014

Assistant Store Manager & Trade Show Supervisor

House Of Bonsai
01.2003 - 10.2017

Education

GED -

Long Beach School For Adults
Long Beach
03.2011 - 04.2011

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Katrina JinAdaptive Customer Service & Business Brand Builder Professional With 20+ Years Of Experience