Kina Owens
Randallstown,MD
Summary
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Knowledgeable with solid foundation in customer service. Proven ability to resolve issues efficiently and maintain high customer satisfaction rates. Demonstrated expertise in communication and problem-solving.
Overview
10
10
years of professional experience
Work History
Concierge/ Front desk
Atrium Village
11.2019 - 04.2023
- Enhances residents services and provides up to date information in a efficient and timely manner.
- Greets residents and visitors.
- Answers telephone calls and responds to both routine inquiries and emergencies.
- Relays calls to proper department.
- Performs a variety of related clerical duties.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
Mail Carrier
USPS
08.2019 - 09.2019
- Sorting mail inside post office on assigned route.
- Loading mail truck with all mail on the assigned route.
- Travel on assigned routes collecting and delivering mail.
- Answering costumer questions about postal regulations and services.
- Mail delivered on foot and/or by vehicle.
- Developed strong relationships with customers, providing exceptional service by addressing concerns promptly and professionally.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
Sales Associate
Pink/ Victoria Secret
10.2017 - 02.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Processing
- Replenishing
Passenger Service Agent
Prospect Airport Services
05.2018 - 06.2019
- Pushing airline passengers in wheelchairs at the Baltimore Washington International Airport in a prompt, kind, and courteous way when they are departing and arriving.
- Assisting costumers with disabilities to the front of the restroom, stores, etc. if needed, before or after a flight.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
Security officer
Allied Universal @ Care First
05.2016 - 10.2017
- Answer questions and assist guests and employees.
- Answer phones and/or greet guest and employees.
- Occasionally lift or carry up to 40 lbs.
- Run as needed
- Constant use of hands and arms, while using phone, notepad, writing reports, and other administrative tasks.
- Constant use of hand eye coordination to view security cameras as well as sign in guest/employees.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
Server
Atrium Village
12.2014 - 10.2017
- Take food order, presents to kitchen staff and delivers meal to residents and guest in a proper and timely manner.
- Ensures resident guest satisfaction
- Responds quickly to resident or guest requests
- Reports any resident comments or concerns to Dining services manager immediately.
- Assists in bussing and resetting tables.
- Completes all side work as assigned.
- Complies with all state and county health codes for food handling.
- Attends all in-service training and pre-shifts meetings.
- Handles china, glassware and equipment safely.
- Strives to maintain a safe working environment through the prevention of accidents, the preservation of equipment, and the achievement of safe working practices.
- Maintains a positive and professional demeanor toward all residents, visitors, and coworkers.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
Customer Service Agent
Southwest Airlines
05.2023 - Current
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
High School Diploma -
Randallstown High School
Randallstown, MD01.2014
Undergrad - undefined
CCBC
Catonsville, MD01.2012
Skills
- Ability to handle fast past environment
- Written and Oral communication skills
- Ability to handle/resolve problems
- Works well under pressure
- Team oriented
- Excellent guest service skills
- Customer service
- Outstanding communication skills
- Problem resolution
- Active listening
- Information verification
- Time management
- Multitasking and organization
- Reliability and punctuality
- Adaptability and flexibility
- Verbal and written communication
- Phone etiquette
- Task prioritization
Timeline
Customer Service Agent
Southwest Airlines
05.2023 - Current
Concierge/ Front desk
Atrium Village
11.2019 - 04.2023
Mail Carrier
USPS
08.2019 - 09.2019
Passenger Service Agent
Prospect Airport Services
05.2018 - 06.2019
Sales Associate
Pink/ Victoria Secret
10.2017 - 02.2018
Security officer
Allied Universal @ Care First
05.2016 - 10.2017
Server
Atrium Village
12.2014 - 10.2017
Undergrad - undefined
CCBC
High School Diploma -
Randallstown High School
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