Summary
Overview
Work History
Education
Skills
Timeline
Generic

Katie Lee

Acworth

Summary

Dynamic customer service professional with extensive experience at RaceTrac, excelling in conflict resolution and relationship building. Recognized for enhancing customer loyalty through empathetic complaint handling and personalized solutions. Proven ability to exceed performance metrics while training new hires and fostering a collaborative team environment. Skilled in data entry and critical thinking.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

RaceTrac
07.2021 - Current
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • 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.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • 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.
  • Checked in vendors.
  • Handled Lottery transactions.

Barista

Kroger/Starbucks
06.2017 - 07.2021
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Contributed to a positive team environment through effective communication and collaboration with colleagues.
  • Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
  • Controlled line and crowd with quick, efficient service.
  • Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
  • Maintained regular and consistent attendance and punctuality.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Operated espresso machines and commercial coffee brewers to create beverages.
  • Made and served brand-specific café beverages with focus on speed, quality and consistency.
  • Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
  • Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
  • Trained new team members with positive reinforcement and respectful, encouraging coaching.
  • Assisted in inventory management to maintain adequate stock levels and reduce wastage.
  • Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
  • Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
  • Enhanced customer experience by crafting customized beverage orders to meet individual preferences.
  • Managed inventory levels to ensure all necessary supplies were always available, preventing any service delays.
  • Minimized spoilage with proper use of first-in-first-out stock procedures.
  • Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.

Fuel Station Attendant

Kroger
06.2015 - 07.2017
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • 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.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • 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.
  • Checked in vendors.
  • Handled Lottery transactions.

Education

Kennesaw State University
Kennesaw, GA

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Conflict resolution
  • Complaint handling
  • Payment processing
  • Product knowledge

Timeline

Customer Service Representative

RaceTrac
07.2021 - Current

Barista

Kroger/Starbucks
06.2017 - 07.2021

Fuel Station Attendant

Kroger
06.2015 - 07.2017

Kennesaw State University

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Katie Lee