Kaitlyn Charette
Southington
Summary
Proven track record at Webster Bank, enhancing customer satisfaction through effective problem-solving and complaint handling. Skilled in utilizing software for efficient documentation, my interpersonal and communication abilities led to operational improvements and increased team productivity. Achieved recognition for exceeding customer expectations, demonstrating both goal orientation and exceptional service provision.
Overview
2024
2024
years of professional experience
Work History
Contact Center Associate
Webster Bank
- Improved customer satisfaction by effectively addressing and resolving inquiries in a timely manner.
- Utilized software proficiently for accurate documentation of customer interactions and follow-up actions.
- Streamlined processes within the team, leading to increased efficiency in daily operations.
- Exceeded customer expectations by going above and beyond in providing exceptional service, leading to recognition from both supervisors and peers.
- Balanced multiple priorities simultaneously while maintaining composure under pressure during peak call volume periods.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Service Liaison
Jandali Plastic Surgeryv
Trumbull, CT
07.2021 - 10.2023
- Implemented innovative solutions for common customer issues, resulting in reduced complaint frequency.
- Assisted clients in navigating company website or mobile app features, enhancing their overall experience.
- Developed strong rapport with customers, fostering trust and loyalty through attentive service provision.
- Provided valuable input during process improvement discussions, contributing ideas drawn from daily client-facing experiences.
- Managed high call volumes while maintaining a professional and empathetic demeanor with customers.
- Collaborated with team members to ensure seamless service delivery and consistent customer support.
- Cross-trained and backed up other customer service managers.
Student Account Processor
Post University
Waterbury, CT
11.2019 - 05.2021
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Worked with customer to create debt repayment plan based on current financial condition.
Senior Bank Teller
Webster Bank
Southbury, CT
10.2017 - 11.2019
- Performed end-of-day reconciliation tasks accurately, contributing to smooth daily closeout procedures within the branch.
- Participated in community outreach events on behalf of the bank, enhancing brand visibility and fostering goodwill within the local area.
- Supported customers in navigating online banking platforms and mobile applications, promoting digital services adoption among clients.
- Played a key role in achieving consistently high audit scores by adhering to strict compliance policies and procedures.
- Maintained a thorough understanding of bank products, services, and regulations, ensuring the ability to provide knowledgeable guidance to customers.
- Maintained a balanced cash drawer with meticulous attention to detail, ensuring accuracy in all transactions.
Education
Associate Degree - Management
Post Univeristy
Waterbury, CT12.2022
Skills
- Goal Oriented
- Complaint Handling
- Follow-up
- Problem-solving
- Call center customer service
- Verbal and written communication
Timeline
Customer Service Liaison
Jandali Plastic Surgeryv
07.2021 - 10.2023
Student Account Processor
Post University
11.2019 - 05.2021
Senior Bank Teller
Webster Bank
10.2017 - 11.2019
Contact Center Associate
Webster Bank
Associate Degree - Management
Post Univeristy