Kourtney Tlustos
Albert Lea,MN
Summary
Experience in management and successful at reducing costs, increasing productivity and maximizing customer satisfaction. Exceptional leader with strong communication and conflict resolution abilities. Several years of progressive leadership experience. I strive to find a position in which I can help a company and it's employees strive to success.
Overview
20
20
years of professional experience
Work History
Kitchen Manager
Lakeview Elementary
02.2017 - Current
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries.
- Checked and tested foods to verify quality and temperature.
- Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
Customer Service Representative
Jostens
09.2014 - 11.2015
- Updated account information to maintain customer records.
- Answered customer emails promptly and double checked service orders for errors.
Customer Service Representative
Sammons Financial Group
03.2014 - 07.2014
- Navigated specialized software confidently, ensuring smooth transactions and record-keeping accuracy.
- Built strong rapport with customers, establishing trust and fostering loyalty to the brand.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Participated in training programs, applying new knowledge to enhance skills and job performance.
- Conducted thorough follow-ups with customers after initial contact, ensuring satisfaction levels were met or exceeded.
Customer Service Representative
Generation Direct/ Dakota Performance Solutions
09.2009 - 03.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered escalated issues to Lead Gate supervisor calls.
Customer Service Representative
Qwest Communications
04.2007 - 01.2009
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Front Desk Manager
Ramada
04.2004 - 12.2006
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Prepared weekly employee work schedules to meet operational needs.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
Education
Business
Riverland Community College
Austin, MNHigh School Diploma -
Albert Lea Highschool
Albert Lea, MN2004
Skills
- Multitasking and Organization
- Customer Service
- Food Safety
- Inventory Management
- Staff Supervision
- Staff Training and Development
- Attention to Detail
- Problem-Solving
Timeline
Kitchen Manager
Lakeview Elementary
02.2017 - Current
Customer Service Representative
Jostens
09.2014 - 11.2015
Customer Service Representative
Sammons Financial Group
03.2014 - 07.2014
Customer Service Representative
Generation Direct/ Dakota Performance Solutions
09.2009 - 03.2014
Customer Service Representative
Qwest Communications
04.2007 - 01.2009
Front Desk Manager
Ramada
04.2004 - 12.2006
Business
Riverland Community College
High School Diploma -
Albert Lea Highschool
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