Katerin Gomez
Peckville
Summary
Results-driven professional with over 10 years of experience in customer service and team leadership. Extensive background in supervising and managing teams, optimizing daily operations, and driving performance improvements. Proven ability to effectively manage a team of 28 agents, overseeing scheduling, performance metrics, and conflict resolution. Highly skilled in motivating teams to achieve high levels of customer satisfaction, while ensuring operational efficiency. Seeking an opportunity to leverage expertise in management and customer relations to contribute to organizational growth.
Overview
16
16
years of professional experience
Work History
Account Manager
Fenix Logistic
Queens
10.2022 - Current
- Duty Manager, Fenix Logistix / Iberia Airline, JFK.
- Assist the passenger in customs to verify that all areas are sufficiently staffed (arrival, check-in, gate, TRC, but).
- Provide delay codes at the end of the day.
- Daily schedules are provided.
- Direct passengers to boarding areas.
- Gate responsibilities on the aircraft's departure and arrival, jet bridge manipulation, placing and assembling layout, and making announcements.
- Daily pictures are provided of the team in uniforms.
- Daily brief of call-outs, via emails.
- Knowledge of how to operate the bridge.
- Work day by day with agents for better customer service with passengers, and teach them the importance of customer service, no matter what category our passengers travel in.
Customer Service Representative
Primor Retail
Dominican Republic
08.2013 - 02.2022
- Delivered exceptional customer service to exceed the store's daily sales goal.
- Maintained a professional attitude with sincerity and enthusiasm, reflecting the brand's commitment.
- Followed the company's policy on counts, markdowns, re-tickets, and inventory control.
Sales Executive
Alphatronic Investments HM
Dominican Republic
10.2012 - 01.2013
- Processed credit cards, cash, and checks.
- Established and maintained a positive work environment to deliver exceptional customer service and meet customers' needs.
- Counted money in cash drawers at the beginning and end of shifts to ensure amounts were correct.
Administrative Assistant
Pellerano & Herrera
Dominican Republic
11.2010 - 12.2011
- Delivered exceptional customer service and ensured that customers' needs were met.
- Provided administrative support with photocopying, faxing, and scanning.
- Managed all telephone and in-person inquiries, scheduled appointments, drafted correspondence, and managed the receptionist area.
- Maintained accurate records of all clients, and verified that the information was correct.
Office Manager
Nasara Bookstore & Urban Advertising
Santo Domingo
01.2010 - 08.2010
- Great customer service, and delivered excellent service, such as providing valuable information retention rates.
- Handled all telephone inquiries, and decorated the receptionist area to create a welcoming bookstore environment.
- Performed administrative tasks such as photocopying, faxing, and note-taking.
Education
Bachelor of Science - Accounting
Universidad Autonoma De Santo Domingo
Santo Domingo 01-2013
Skills
- Language: fluent in English and Spanish
- Computer: proficient in Microsoft Office
- Expertise in providing top-tier customer service in both English and Spanish, addressing customer concerns, resolving conflicts, and ensuring high levels of satisfaction for a diverse clientele
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Account Manager
Fenix Logistic
10.2022 - Current
Customer Service Representative
Primor Retail
08.2013 - 02.2022
Sales Executive
Alphatronic Investments HM
10.2012 - 01.2013
Administrative Assistant
Pellerano & Herrera
11.2010 - 12.2011
Office Manager
Nasara Bookstore & Urban Advertising
01.2010 - 08.2010
Bachelor of Science - Accounting
Universidad Autonoma De Santo Domingo
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