Katrin Gaines
Driven to Make a Positive Impact · REI
San Diego, CA
In My Own Words
With dual bachelor's degrees in History and Psychology, with a focus on Counseling and Social Change, from San Diego State University, combined with over five years of experience in the Retail and Customer Service sectors, I am dedicated to serving others in diverse capacities. This commitment, coupled with my personal experience as an avid traveler and outdoor adventure, has motivated me to pursue a career in where can contribute meaningfully to my community and facilitate meaningful experiences for others.
During my time at REI, I gained invaluable experience that deepened my personal and professional passion for the outdoors. This role allowed me to connect individuals with nature, which was both fulfilling and insightful. It helped me refine my career goals and reinforced my commitment to delivering exceptional service and creating meaningful experiences for the communities I engage with.
I concluded my employment with REI in June and am currently taking the summer to explore new opportunities and refine my career direction. My travels through Central America and Europe, including a month-long backpacking journey on the El Camino de Santiago in Portugal, are providing me with valuable experiences in planning, adaptability, and emotional intelligence. I am eager to leverage these experiences in my future role when I return in late September
As I transition from REI, I am eager to apply my skills and personal insights to the my next industry. I am committed to advancing company missions that I align with personally and look forward to contributing to a team dedicated to innovation and meaningful impact.
Work Experience
Rentals Senior Sales Specialist
REI2023 – 2024
Manage rentals department, spearhead innovative sales initiatives while consistently hitting KPIs and target sales. Mentor and train 4 to 5 sales associate at a time, building a team with elevated performance and product knowledge. Cultivate and maintain strong relationships with customers, ensuring high levels of satisfaction and repeat business, providing high level customer support and problem solving. Responsible for inventory management, including overseeing of maintenance as well as ensuring precise physical item count for accuracy of over 1,500 items including 75 mountain and hybrid bikes, along with a large assortment of camping, climbing, backpacking, mountaineering and ski gear. Utilize online POR system to manage bookings, customer data, inventory counts, payments, and generate reports, ensuring seamless operating and enhanced tracking capabilities. Using Salesforce to track bike rentals and maintenance. Collaborate cross-functionally with internal company stores to enhance rental options and expand inventory, fostering a cohesive and unified approach to meeting customer demands.
Retail Sales Specialist
REI2021 – 2023
Supported multiple departments with training in camp/climb, customer service, frontline, order pick up, rentals, online order fulfillment, used gear resale, ski tuning and waxing and ski service advising. Drove sales though adept utilization of product knowledge and exceptional interpersonal skills. Proficiently in delivered exemplary customer service, managed sales floor operations, facilitated order fulfillment, and optimized rental program. Engaged participant in Racial Equity Diversity Inclusion (REDI) program; a recognized speaker on Disability Inclusion. Actively fostered stewardship of public lands through volunteering in local clean ups initiatives and and community outreach efforts. Customer Service representative managing high volumes of returns, resolving customer satisfaction issues, carrying out order pick ups and answering customer calls to assist in sales and satisfaction.
Barista
Moniker Coffee Co.2021 – 2022
Exhibited adaptability in high-stress, fast-paced settings, demonstrating compassion to ensure unparalleled customer satisfaction. Proficient in order fulfillment and addressing cafe needs including cleaning, restocking and preparation.
Barista
Communal Coffee2020 – 2021
Specialized in delivering exceptional customer service and maintaining the seamless organization. Proficient in beverage and food preparation, retail and cafe point of sales operations, and upholding meticulous cleanliness and organization standards for the store and cafe.
Barista
Peet's Coffee2019 – 2020
Prioritized adaptability in all situations, ability to work in a fast-paced environment, and compassion. Restocked retail counter and customer areas to maintain adequate items levels for expected needs. Prepared and served hot and cold beverages such as coffee, espresso drinks, blended coffees and teas. Greeted guests with pleasant smile and superior customer service.
Lead Spa Coordinator
Kona Kai Resort and Spa2018 – 2019
Manage daily spa operations and ensure exceptional guest experiences. Schedule appointments and optimize resource utilization using scheduling software. Provide outstanding customer service, resolving issues and building relationships. Maintain accurate records of services and payments, ensuring confidentiality. Collaborate on promotional events and maintain inventory for smooth operations. Strong organizational skills with the ability to multitask in a fast-paced environment.