Katelyn Scott
Lumberton
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Experienced with creating warm and welcoming environments for guests. Utilizes excellent communication and organizational skills to ensure smooth operations. Track record of providing personalized service and promptly addressing guest needs.
Overview
5
5
years of professional experience
Work History
Medical Center Hostes
UNC Southeastern Health
Lumberton, NC
12.2025 - 03.2026
- Greeted and seated guests, ensuring a welcoming environment at all times.
- Managed reservation system to optimize seating efficiency and guest flow.
- Trained new staff on customer service standards and operational procedures.
- Implemented feedback mechanisms to enhance guest satisfaction and service quality.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Assisted in training new host staff, sharing best practices for maintaining a professional demeanor and efficient work habits.
- Supervised front-of-house operations to ensure exceptional guest experiences.
Customer Service Representative
Crossroad Ford
Lumberton, NC
11.2024 - 11.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained daily report documents, memos and invoices.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Scheduled appointments and conducted follow-up calls to clients.
- Answered multi-line phone system and enthusiastically greeted callers.
- Entered data into system and updated customer contacts with information to keep records current.
Customer Service Representative
SweetFrog Premium Frozen Yogurt
Lumberton, NC
01.2022 - 11.2024
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Restocked and organized merchandise in front lanes.
- Communicated with customers and team members to solve problems.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Trained team members on cash register operation and cash handling.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Assisted with merchandising tasks as needed to maintain store appearance standards and promote product visibility.
- Processed both cash and card purchases and returns.
- Provided backup support during high traffic periods by stepping into cashier roles when necessary.
- Mentored junior cashiers with comprehensive training and ongoing guidance, boosting team performance.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Developed strong relationships with repeat customers through friendly service interactions.
- Assisted customers by answering questions and fulfilling requests.
- Monitored areas for security issues and safety hazards.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Increased customer loyalty and retention.
- Operated POS cash register and equipment to collect payments.
- Conducted regular audits of register funds to minimize potential losses due to theft or error.
Cashier
Roses Department Store
Lumberton, NC
07.2021 - 01.2022
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Helped customers complete purchases, locate items, and join reward programs.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Addressed customer needs and made product recommendations to increase sales.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
Education
No Degree - Early Childhood Care And Education
UNCP
Pembroke06-2027
High School Diploma -
Lumberton Sr High School
Lumberton, NC06-2023
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Data entry
- Computer proficiency
- Team collaboration
- Customer relations
- Problem resolution
- Time management
- Complaint handling
- Critical thinking
- Customer satisfaction measurement
- Effective multitasking
- Patience and empathy
- Phone etiquette
- Cleaning and sanitation
- Customer service expertise
- Detail-oriented
- Interactive communication skills
- Greeting guests
- Exceptional communication
- Guest engagement
- Payment processing
- Hospitality service expertise
Languages
English
Native or Bilingual
Timeline
Medical Center Hostes
UNC Southeastern Health
12.2025 - 03.2026
Customer Service Representative
Crossroad Ford
11.2024 - 11.2025
Customer Service Representative
SweetFrog Premium Frozen Yogurt
01.2022 - 11.2024
Cashier
Roses Department Store
07.2021 - 01.2022
No Degree - Early Childhood Care And Education
UNCP
High School Diploma -
Lumberton Sr High School