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
undefinedProfessional 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
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