Grace Kotsch
Mission
Summary
Customer Service Representative with 15+ years of experience bringing top-notch skills in oral and written communication, active listening and analytical problem-solving. Skilled at enhancing the customer experience by asking context-gathering questions, leveraging empathy to understand customer desires and providing customized solutions to build brand loyalty.
Overview
9
9
years of professional experience
Work History
Support Advisor
Shopify
02.2021 - 05.2023
- Developed personalized solutions for customers based on their unique requirements, fostering long-term relationships with clients.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
Customer Support Representative
Food Equipment Services
02.2020 - 03.2020
- Responded to customer inquiries regarding equipment repair over phone and in person.
- Investigated and resolved time-sensitive customer inquiries and complaints as quickly and as thoroughly as possible.
- Used critical thinking and context-gathering to break down and document problems, evaluate solutions and set up appropriate next steps.
Sales Lead Manager
Build-A-Bear Workshop
11.2017 - 01.2020
- Provided engaging customer experiences, resulting in repeated guest visits and glowing personal reviews.
- Coached employees in successful selling methods and encouraged cross-selling for additional products and services.
- Spearheaded training initiatives to equip team members with essential selling techniques and product knowledge.
- Encouraged and exercised use of imagination to bring each guest’s individual experience to life.
- Handled all customer concerns in gracious and professional manner in accordance to company policies.
- Regularly exceeded sales quotas and demonstrated creative merchandising skills.
- Remedied issues and conflicts among workers using negotiation and active listening.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Customer Service - Barista
Starbucks
01.2014 - 01.2018
- Promoted welcoming atmosphere by greeting customers with friendly demeanor and promptly addressing their needs.
- Cleaned counters, machines, utensils, and seating areas daily.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
Education
Food Safe Level 1 -
Okanagan College
Kelowna, BC2009
High School Diploma -
Rutland Senior Secondary School
Kelowna, BC2009
Skills
- Mobile Device Support
- Software diagnosis
- Data Compiling
- Remote Support
- Customer Relationship Management
- Attention to Detail
- Debugging
- Empathy and patience
- Failure resolution
- Technical Troubleshooting
Languages
English
Native or Bilingual
References
Available upon request.
Timeline
Support Advisor
Shopify
02.2021 - 05.2023
Customer Support Representative
Food Equipment Services
02.2020 - 03.2020
Sales Lead Manager
Build-A-Bear Workshop
11.2017 - 01.2020
Customer Service - Barista
Starbucks
01.2014 - 01.2018
Food Safe Level 1 -
Okanagan College
High School Diploma -
Rutland Senior Secondary School