Katlyn Johnson
Harrisburg
Summary
Results-driven Customer Support Specialist with background in managing customer inquiries and complaints, troubleshooting technical issues, and maintaining high customer satisfaction levels. Strengths include problem-solving skills, empathetic communication style, and adeptness at learning new technologies. Significant impact made in previous roles through improvement of support processes to streamline operations and enhance customer experiences.
Overview
5
5
years of professional experience
Work History
Server
Peachtree Family Dining
Harrisburg
11.2024 - Current
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
Bartender - Seasonal
The Wharf
Harrisburg
03.2024 - 11.2024
- Maintained precise cash handling operations throughout shifts, achieving a 99% accuracy rate during nightly reconciliations and ensuring all transactions were accounted for without discrepancies.
- Established clear communication channels and standardized nightly procedures among team members to enhance operational efficiency; resulted in a well-organized environment with 30 minutes saved daily on opening tasks.
- Instituted rigorous daily hygiene practices which resulted in completing all necessary tasks for adherence to strict health guidelines, enabling smooth operations.
Bartender
The Beerded Goat Brewery
Harrisburg
07.2023 - 05.2024
- Enhanced guest experience through tailored recommendations based on individual preferences
- Streamlined bar operations by reorganizing inventory and prioritizing drink orders, resulting in a 15% reduction in customer wait times during peak hours while maintaining high-quality service.
- Fostered a collaborative atmosphere with daily briefings including team members, which improved communication effectiveness and streamlined service delivery during peak hours.
Customer Service Representative
Synchrony Financial
Charlotte
07.2021 - 07.2023
- Managed upwards of ten high-pressure calls simultaneously during busy shifts without loss of focus or effectiveness, achieving satisfactory outcomes that reinforced company reputation for excellent customer service delivery.
- Boosted overall customer happiness ratings by addressing concerns within an average response time of under four minutes, leading to enhanced loyalty among clients and increased repeat business.
- Engaged with colleagues to establish a uniform approach towards handling client complaints, resulting in improved first-contact resolution rates.
Server
Easy Like Sunday
Charlotte
05.2021 - 06.2022
- Increased table turnover by optimizing seating arrangements for busy weekend shifts, achieving a consistent reduction in wait times by over 10 minutes per group seated.
- Coordinated effective communication between kitchen staff and several different table sections concurrently, resulting in clear ordering processes that minimized errors while maximizing meal efficiency.
- Maintained calmness amid stressful interactions by implementing de-escalation techniques resulting in lower escalation rates
Lunas Living Kitchen
Floor Supervisor
Charlotte
03.2020 - 12.2021
- Cultivated a supportive workplace culture that resulted in a reduction in staff turnover over six months by implementing regular team-building activities and encouraging open dialogue among employees.
- Ensured seamless integration for new staff by implementing structured onboarding sessions that clarified roles, reduced transition time to full productivity from two weeks to one week for all newcomers.
- Improved customer satisfaction ratings by resolving guest concerns within an average of 2-3 minutes, resulting in a noticeable increase in positive feedback and repeat patronage.
Education
Bachelor of Science - Athletic Training
East Stroudsburg University of Pennsylvania
East Stroudsburg, PA05-2018
Skills
- Customer service
- Data entry
- Inventory management
- Effective communication
- Problem solving
- Adaptability and flexibility
Skills
- Escalation management
Timeline
Server
Peachtree Family Dining
11.2024 - Current
Bartender - Seasonal
The Wharf
03.2024 - 11.2024
Bartender
The Beerded Goat Brewery
07.2023 - 05.2024
Customer Service Representative
Synchrony Financial
07.2021 - 07.2023
Server
Easy Like Sunday
05.2021 - 06.2022
Lunas Living Kitchen
Floor Supervisor
03.2020 - 12.2021
Bachelor of Science - Athletic Training
East Stroudsburg University of Pennsylvania
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