Kaitlyn Knecht
Nazareth,PA
Overview
16
16
years of professional experience
7
7
years of post-secondary education
Work History
Customer Support Representative
B Braun Medical
ALLENTOWN, PA
01.2019 - Current
- Processed sales of medical products with direct customers and distributors
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Connected with customers to address questions and resolve issues through phone and email.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
- Worked with multiple screens and programs to resolve customer issues.
- Worked cross-functionally with various members of Customer Support teams.
- Used computer software to store and retrieve data.
- Updated and maintained customer information, documents and records.
- Followed data entry protocols, rules and regulations.
- Preserved customer confidence and protected operations by keeping information confidential.
- Checked for accuracy by verifying data and records.
Contract Worker
Allied Personnel Services
Allentown, PA
01.2017 - 12.2018
- Followed instructions and procedures to complete assigned tasks.
- Worked fast to complete tasks and meet daily deadlines.
- Handled customer inquiries courteously and professionally to enhance satisfaction.
- Collected, arranged, and input information into database system.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Performed various administrative tasks by filing, copying and faxing documents.
Keyholder
Dollar General
Nazareth, PA
01.2017 - 03.2017
- Closed store 3 days per week by counting registers, making deposits, and storing and filing all daily paperwork.
- Processed cash, credit, debit, and check payments.
- Opened inventory boxes and restocked shelves.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Counted out cash drawers and balanced totals.
- Completed store opening and closing procedures.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Kept store clean and organized to provide shoppers with pleasant experience.
- Monitored and restricted access to keys to maintain store security.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
Library Assistant
Memorial Library Of Nazareth
Nazareth, AND
08.2007 - 08.2012
- Answered patron questions in-person or by phone regarding library services and resources.
- Gained strong understanding of various methods for cataloging books and other materials.
- Answered questions from patrons and helped to find desired materials.
- Handled check-in and check-out process of library books and materials at circulation desk.
- Placed books on proper shelves when returned to circulation.
- Collected fees, fines and donations for balanced library finances.
Education
Bachelor of Arts - Integrated Biology
Cedar Crest College
Allentown, PA 08.2012 - 05.2017
Associate of Science - Biological Science
Northampton Community College
Bethlehem, PA 08.2010 - 05.2012
Skills
Expert Customer Service Representative
Strong Telephone Etiquette
Great Data Entry Skills
Good Decision-Making Skills
Expert Active Listener
Great at Planning and Coordination
Very Flexible and Adaptable
Great Clinical Thinking Skills
Expert in Microsoft Office and Google Applications, Adobe Acrobat,
Proficient in Zoom and Microsoft Teams
Adept at Prioritizing and Organizing
Salesforce and SAP
Professional Profile
Bachelor of Arts in Integrated Biology prepared with a strong background in Administrative Assistance and Customer Service experience. I am seeking a position in () where my skills in organization, problem solving, and customer facing communication can be an asset to () line of business.
Timeline
Customer Support Representative
B Braun Medical
01.2019 - Current
Contract Worker
Allied Personnel Services
01.2017 - 12.2018
Keyholder
Dollar General
01.2017 - 03.2017
Bachelor of Arts - Integrated Biology
Cedar Crest College
08.2012 - 05.2017
Associate of Science - Biological Science
Northampton Community College
08.2010 - 05.2012
Library Assistant
Memorial Library Of Nazareth
08.2007 - 08.2012