Holly Kitko
Gates Mills
Summary
Dedicated customer support specialist with a practical approach to resolving issues efficiently. Combines strong communication skills and problem-solving abilities to assist customers effectively, ensuring a positive and smooth support experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Support Representative
Cintas
Independence
02.2024 - Current
- Delivered high-quality customer support by resolving inquiries, complaints, and service issues efficiently while maintaining a positive customer experience
- Managed high call/email/chat volumes while consistently meeting or exceeding performance metrics
- Built a strong rapport with customers by actively listening, identifying needs, and providing clear solutions
- Documented customer interactions accurately in CRM systems to ensure continuity of service
- De-escalated difficult situations professionally, resulting in improved customer satisfaction and retention
- Collaborated with cross-functional teams to resolve complex customer issues
Unit Secretary
King David Post Acute Care
Beachwood
05.2023 - 02.2024
- Received all incoming phone calls, took necessary action, and directed messages accordingly.
- Supported unit administrative needs and clerical functions.
- Maintained a neat and organized nurses' station, including supply replenishment.
- Managed reference books, schedule logs, and pre-admission packets, maintaining accurate unit documentation.
Medical Coordinator
Altimate Care
Shaker
09.2022 - 05.2023
- Protected patient data with a secure records management system.
- Delivered exceptional customer service to bolster strong relationships and build positive experiences.
- Organized files and records and handled other support tasks, freeing up managers to take on more pressing responsibilities.
- (Site Closed)
Administrative Assistant
Cleveland Clinic
Beachwood
02.2021 - 09.2022
- Supported workflow of daily administrative tasks to achieve targets and deadlines.
- Updated databases and spreadsheets regularly to track progress.
- Maintained scheduling and event calendars for staff meetings, parties, and important deadlines.
Patient Service Representative
Cleveland Clinic
Avon Lake
04.2019 - 02.2021
- Coordinated new intake documentation, HIPAA-mandated release,s and other patient and office forms.
- Oversaw front desk operations to maintain the lobby, check in patients, and coordinate general office reception.
- Set up patient appointments with timely benefits verification, referral processing, and insurance authorizations.
Apprentice Optician
Cleveland Clinic
North Ridgeville
06.2015 - 04.2019
- Educated patients on proper eyewear care and maintenance techniques.
- Handled patient records and updated information in electronic systems efficiently.
- Maintained inventory of eyeglasses, lenses, and optical supplies.
- Assisted patients in selecting appropriate eyewear based on their needs.
Education
Bachelor of Arts - English
Arizona State University
Online05-2027
High School Diploma -
Brunswick High School
Brunswick, OH05.2015
Skills
- Call management and documentation
- Interpersonal communication
- Administrative support
- Independent task execution
- Critical thinking
- Data entry
- Recruiting
- Computer skills
Certification
CPR/BLS American Heart Association
Timeline
Customer Support Representative
Cintas
02.2024 - Current
Unit Secretary
King David Post Acute Care
05.2023 - 02.2024
Medical Coordinator
Altimate Care
09.2022 - 05.2023
Administrative Assistant
Cleveland Clinic
02.2021 - 09.2022
Patient Service Representative
Cleveland Clinic
04.2019 - 02.2021
Apprentice Optician
Cleveland Clinic
06.2015 - 04.2019
Bachelor of Arts - English
Arizona State University
High School Diploma -
Brunswick High School