Catherine Plowman
Chicago
Summary
Dynamic leader with a proven track record at Essence Suites and O'Learys Pub, excelling in customer relations and team development. Mastered CRM software and email etiquette, significantly enhancing customer loyalty and team performance. Known for innovative solutions in customer complaint resolution and business operations, driving repeat business and brand growth.
Overview
17
17
years of professional experience
Work History
Customer Service Lead
Essence Suites
01.2019 - 04.2024
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Established strong relationships with clients, leading to repeat business and positive feedback.
Owner
O'Learys Pub
05.2007 - 06.2019
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Implemented marketing strategies to increase brand awareness and attract new customers.
Education
Associate of Applied Science - Business Administration
Moraine Valley Community College
Palos Hills, IL06-2005
No Degree - Medical Assistant
Olympian College
Burr Ridge, IL08-2003
Skills
- Email etiquette
- Payment processing
- Cash handling
- Business writing
- Customer complaint resolution
- CRM software
- Administrative duties
- Customer relations
- Team training and development
Timeline
Customer Service Lead
Essence Suites
01.2019 - 04.2024
Owner
O'Learys Pub
05.2007 - 06.2019
Associate of Applied Science - Business Administration
Moraine Valley Community College
No Degree - Medical Assistant
Olympian College
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