Catherine Zapka
Johnson City
Summary
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.
Overview
19
19
years of professional experience
Work History
Customer Service Agent & Sales Advisor
Teleperformance USA - Bristol, TN
01.2025 - 08.2025
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Explain service plans and product options to customer
- Use CRM tools to follow up with leads and record activity
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Keep detailed notes on customer needs and provide solutions
- Assist with team training, when needed
- Meet daily sales goals
Protector/Traffic Control Flagger
Area Wide Protective Safety
08.2024 - 09.2024
- Calmly managed traffic flow and delivered exceptional service and protection to clients.
- Maintained constant communication with fellow flaggers to ensure smooth coordination of traffic control efforts.
- Collaborated with construction crews and project managers to establish optimal traffic flow patterns during roadwork operations.
- Established and maintained safe work zones using proper equipment
Lead Cashier
Redi Mart
07.2024 - 08.2024
- Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
- Processed both cash and card purchases and returns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Oversaw the cleanliness and organization of the front-end area, creating a welcoming atmosphere for customers.
- Assisted customers with finding products and answering questions, resulting in an enjoyable shopping experience.
Academic Tutor
East Tennessee State University
10.2017 - 12.2017
- Worked closely with students to improve confidence and academic performance
Emergency Roadside Dispatch Associated
Agero
06.2017 - 08.2017
- Dispatched service vehicles for roadside assistance
- Took high volumes of calls and responded to emergencies calmly
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Logged service details and coordinated with third-party providers
- Worked well in a team setting, providing support and guidance.
Customer Service Representative
CenturyLink
02.2017 - 06.2017
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Handled service orders and helped customers with technical troubleshooting
Lead Cashier
Murphy USA
11.2015 - 08.2016
- Helped customers complete purchases, locate items, and join reward programs.
- Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.
- Maintained stock to meet expected customer demand.
- Monitored areas for security issues and safety hazards.
- Performed cash, card, and check transactions to complete customer purchases.
- Oversaw the cleanliness and organization of the front-end area, creating a welcoming atmosphere for customers.
Administrative Assistant
TEIS
11.2013 - 05.2014
- Scheduled appointments and helped with staff calendars
- Filed confidential records
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Communicated with parents and providers regarding available services
Customer Service Representative
ACT
01.2009 - 05.2010
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business, over the phone and in person
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information in a professional matter
- Met customer call guidelines for service levels, handle time and productivity.
Hostess/ Waitress
Perkins
01.2008 - 02.2009
- Answered customer questions about hours, seating, and menu information.
- Greeted and seated guests
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
- Worked closely with kitchen and front-of-house teams to ensure smooth service
Banquet Server/Waitress
Marriott
10.2006 - 06.2008
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Set up banquet tables and chairs based on event requirements.
- Demonstrated exceptional teamwork by collaborating with fellow servers to maintain a smooth flow of service during large-scale events.
- Assisted in setting up the event space, ensuring proper table arrangements and placement of utensils for seamless guest experience.
Education
Bachelor of Science - Accounting (80% Completed)
East Tennessee State University
Johnson City, TNAssociate of Applied Science - Office Administration
Northeast State Community College
Blountville, TN08-2013
Skills
- Customer service and phone support
- Data entry
- Problem resolution
- Outstanding communication skills, written and verbal
- Administrative support
- Data entry and document handling
- Scheduling and calendar management
- Microsoft Office Suite, Salesforce, CRM
- Filing systems and recordkeeping
- Teamwork and problem-solving
Accomplishments
- College of Business Job Fair Ambassador
- AICPA & TSCPA student member
- Beta Alpha Psi Reporter 2016-2017
- Sigma Alpha Lambda Scholarship Recipient 2016
- TSCAP Scholarship Recipient 2016-17 & 2017-18
- Volunteer for ETSU College Fair 2017
- ETSU Career Fair 2016-17
Timeline
Customer Service Agent & Sales Advisor
Teleperformance USA - Bristol, TN
01.2025 - 08.2025
Protector/Traffic Control Flagger
Area Wide Protective Safety
08.2024 - 09.2024
Lead Cashier
Redi Mart
07.2024 - 08.2024
Academic Tutor
East Tennessee State University
10.2017 - 12.2017
Emergency Roadside Dispatch Associated
Agero
06.2017 - 08.2017
Customer Service Representative
CenturyLink
02.2017 - 06.2017
Lead Cashier
Murphy USA
11.2015 - 08.2016
Administrative Assistant
TEIS
11.2013 - 05.2014
Customer Service Representative
ACT
01.2009 - 05.2010
Hostess/ Waitress
Perkins
01.2008 - 02.2009
Banquet Server/Waitress
Marriott
10.2006 - 06.2008
Bachelor of Science - Accounting (80% Completed)
East Tennessee State University
Associate of Applied Science - Office Administration
Northeast State Community College
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