Kitty -Katherine M. Smart Email & Phone Number

Remote

United States

• Performs the duties of a Client Support Analyst while also Supervising a team of 20- 10 direct reports and 10 indirect reports- splitting the Supervisory role and Analyst role 50/50 daily.
• Processes time entries for agents via the Kronos Time Editor system.
• Assesses agent's quality tags and provides feedback to improve workflow, routing, and ticket clarity.
• Performs OPS duty- monitoring all agents on duty for call duration, documentation time, and technical issues, while also watching Webex spaces to provide troubleshooting and resolution assistance. Escalating outages as.
• Monitors completion of all assigned weekly training courses and attendance of weekly meetings.
• Assist in PIP(Performance Improvement Plan) implementation for agents who are not meeting expectations.

• Processes incoming Client Support Services (CSS) via phone calls, emails, and WebEx teams; skillfully assesses the issues at hand, triaging customer’s issues with a 70% first-call resolution rate.
• Remotely assists in setting up new employee systems to include their router, laptop or thin client, monitors, docking station, and accessories. Walking customers through the entire setup, from physical configuration to.
• Documents relevant details in the CSS ticketing system and expertly directs the tickets to the appropriate resources for resolution using the ServiceNow ticketing system
• Fosters a positive client support experience establishing relationships through problem understanding and solving, and acknowledgment of ITG Service Level Agreements (SLA).
• Monitors open ticket status, communicates properly to clients on progress, and interacts with clients and other teams in a highly professional and courteous manner.
• Trained 40+ service desk analyst agents via call shadowing, demonstration of workflow/analytical troubleshooting techniques and use of supporting software tools, use of knowledge-based articles, utilization of Active.

• Provided an exceptional guest experience and prioritized guests' needs; ensured constant awareness of product placement and floor plan changes directing guests and driving sales growth with cross-selling techniques
• Possessed the ability to work independently and follow a multi-step process to deliver accurate process through signage, labels, and tickets; identified errors and promptly corrected items marked incorrectly
• Maintained on-schedule daily goals by completing:o 4,000+ tickets per week and o 10,000+ tickets covering entire store during peak holiday seasons as part of a 2 person team
• Highly ranked in the district for accuracy:o Consistently top 5 Pricing teams in the district for accuracy o personal average of a 92% accuracy rate in finding clearance items
• Trained department employees as needed on all aspects of the pricing position including retrieving, printing, and processing tickets as well as equipment use and troubleshooting techniques
• Cross-trained for other positions such as cashier, flexible fulfillment, and shipping department to expand the knowledge base and professional development to become a more valuable asset to the team

Fayetteville, North Carolina, United States

• Managed personally owned properties for 8 years
• Paid property expenses, including taxes, mortgages, insurance premiums and maintenance costs
• Plan, schedule, and coordinate general maintenance, and major repairs for residential properties
• Determine and certify the eligibility of prospective tenants, following government regulations.
• Corresponded with prospective tenants to show properties, explain terms of occupancy, and provide information about local areas
• Negotiated the sale, lease, and development of property and completed appropriate documents and forms.

Williamsburg, Virginia, United States

• Massage and knead muscles and soft tissues of the body to provide treatment for medical conditions, injuries, or wellness maintenance.
• Confer with clients about their medical histories and problems with stress or pain to determine how massage will be most helpful.
• Apply finger, hand, and forearm pressure to specific points of the body.
• Maintain treatment records.
• Assess clients' soft tissue condition, joint quality and function, muscle strength, and range of motion.
• Treat clients in professional settings or travel to clients' offices and homes.

Fayetteville, North Carolina, United States

• As a volunteer, advised Army leadership at multiple levels on health, welfare and readiness issues pertaining to family members in organization with over 30 employees
• Performed project management duties to plan, resource, collaborate,execute and complete event projects geared at improving communication and developing camaraderie
• Work closely with treasurer to insure funds are available and allocated appropriately for each project
• Maintained roster for all soldiers and family members within the company.
• Remained accessible to family members and had an open communication with the command team regarding the needs of families within the company.

Virginia Beach

• Remote outbound calls to create, confirm, reschedule, or cancel appointments
• Created Excel spreadsheet later utilized by the team to log calls and data for future use
• Assist each contact with products up-sales and suggestions
• Manage time by minimizing delays between calls
• Access online system to download, input, adjust data
• Communicate with team regarding specials or changes in the program

Pensacola, Florida Area

• Greet patrons and provide them with information
• Collect payments and issue receipts
• Answer, screen, direct all inbound calls
• Communicate with vendors and property owners regarding work orders
• Create work orders via PROMAS
• Produce and distribute correspondence memos, letters, faxes and forms

Pensacola, Florida, United States

• Cashier
• Customer service
• Sales floor
• Electronics department

Pensacola, Florida

• Assist in the processes of opening a new store
• Offer excellent customer service to all patrons
• cashier, asset protections, inventory count of high theft items
• Accept and inventory inbound shipments
• Process and stock inbound shipments
• maintain sales floor counts and zoning

Pensacola, Florida Area

• Inbound call center customer support to the North East
• Greet and assist each caller bassed on their needs
• Create work orders for new cable service or service calls
• Trouble shoot issues regarding service and outages taking measure to exhaust all options before sending out a technician
• Assist with billing questions and issuing credits when necessary for outages or inconvenience
• Assist in adding additional services as requested

Pensacola Beach, FL

• Customer service
• Cashier
• Stock
• Visual
• Janitorial duties
• Specialized in female clothing and shoe section

Gulf Breeze, Florida

• Customer service
• Cashier
• return stocker
• Maintained Register Area
• Preformed cart return

Bachelor'S Degree, Information Technology

Activities and Societies: National Society of Leadership and Success

Massage Therapist Certification And Licensure, Massage Therapy/Therapeutic Massage

Associate Of Arts And Sciences - Aas, General Studies, 3.12

Dean’s List: May 2004-Dec 2004 Aug 2006-May 2007

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