Katherine Clark
Surrey
Summary
Leveraging over 15+ years of customer service expertise to deliver exceptional service to a diverse portfolio of over 800 builders across Canada. As a Sr. Client Relationship Specialist, I thrive on maintaining strong relationships with each client, providing personalized support and tailored solutions to meet their unique needs within the insurance sector of the construction industry.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Sr. Client Relationship Specialist
Pacific Home Warranty
03.2018 - Current
- Deliver exceptional service and support to a diverse portfolio of 800+ builders across British Columbia, Alberta, and Saskatchewan, ensuring high client satisfaction and retention.
- Maintain strong, ongoing relationships with clients by providing personalized assistance with Home Warranty and Construction Insurance needs.
- Serve as a primary point of contact, responding promptly to client inquiries via phone and email with professionalism and accuracy.
- Collaborate cross-functionally with internal teams to resolve issues and streamline service delivery.
- Support new employee onboarding by assisting with training, system access, and orientation processes to ensure a smooth transition into the company.
Customer Service Team Leader
Vision Pros
10.2014 - 11.2017
- Handled escalated client calls with professionalism and empathy, resolving complex issues to ensure customer satisfaction and retention.
- Oversaw the shipping and handling of products from the warehouse, coordinating with manufacturers and shipping carriers to ensure timely and accurate deliveries.
- Trained, supervised, and evaluated a team of customer service representatives, ensuring high-quality service and adherence to company standards.
- Responded to customer inquiries via email, phone, and live chat, offering product recommendations and cross-selling related eye wear products and services.
- Assessed team performance regularly and provided coaching and feedback to support continuous improvement and professional development.
Shift Leader
Cactus Club Cafe
09.2011 - 10.2014
- Trained new employees and delegated daily tasks and responsibilities.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Cashier
Safeway
09.2004 - 10.2010
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
Skills
- Client Relationship Management
- Conflict Resolution & Escalation Handling
- Staff Training & Supervision
- Performance Evaluation & Coaching
- Warehouse Operations Support
- Vendor & Carrier Communication
- Order Fulfillment & Product Handling
- Email, Phone & Live Chat Support
- Product Knowledge & Upselling Techniques
- Meeting Facilitation & Team Communication
- Attention to Detail & Organizational Skills
Certification
- Level 2 General Insurance License- BC, SASK & MB
Timeline
Sr. Client Relationship Specialist
Pacific Home Warranty
03.2018 - Current
Customer Service Team Leader
Vision Pros
10.2014 - 11.2017
Shift Leader
Cactus Club Cafe
09.2011 - 10.2014
Cashier
Safeway
09.2004 - 10.2010