Kaitlin Gorbachow
Kalamazoo,MI
Summary
Focused professional, adept in both communication and PowerPoint, I excel by leading with empathy and achieving top customer satisfaction scores. As a mentor, I innovatively enhanced learning through game mechanics, showcasing my adaptability and attention to detail. My experience spans quality control to leadership, underlining my multifaceted skill set and customer service dedication.
Overview
13
13
years of professional experience
Work History
Customer Care Rep III
PNC Bank, N.A.
09.2011 - Current
While being in the role of a Customer Care Center Representative, was honored with being chosen as a Mentor in the LSS space and moved into a Resident Mentor position shortly after.
- Achieved top customer satisfaction scores through active listening and problem-solving skills.
- Managed escalated customer calls with patience and professionalism to resolve issues efficiently.
- Conducted transition sessions for new hires in company policies and procedures.
- Developed and delivered specialized training on complex banking products and services.
- Implemented game mechanics to enhance learning engagement and experience.
- Led individual and group coaching sessions to improve performance and achieve goals.
Quality Control Inspector
WKW Extrusion - Bowers Manufacturing Company
Team Leader
Snelling Staffing
Supervisor
Tammy's Bookworm
Education
High School Diploma -
Roscommon High School
Roscommon, MI2008
Skills
- Excellent communication
- Strong problem solving
- Empathy and patience
- Multitasking abilities
- Adaptability to change
- Attention to detail
- Customer service focus
- PowerPoint Efficiency
Projects
- Green Planning presentation material
- LSS Transition presentation material and games to promote engagement and retention of topics
- Transition Guide OneNote to mimic policy and procedures with an added visual element and "tips and tricks"
- Leave of Absence retrain course for returning Lending employees
Awards & Recognitions
Market All-Stars 2024
Timeline
Customer Care Rep III
PNC Bank, N.A.
09.2011 - Current
Quality Control Inspector
WKW Extrusion - Bowers Manufacturing Company
Team Leader
Snelling Staffing
Supervisor
Tammy's Bookworm
High School Diploma -
Roscommon High School