Kaitlyn Sopko
Streator,IL
Summary
Experienced professional in center operations and customer service, dedicated to maximizing efficiency and ensuring client satisfaction. Skilled in effectively managing day-to-day activities and resolving customer issues. Recognized for collaborative teamwork and ability to adapt in dynamic environments. Actively supported team leads by answering policy questions and participated in a temporary work assignment to gain firsthand experience of State Farm's employee training process. Skill set includes strong communication, problem-solving, and organizational abilities. Successfully completed the business passport program in college, providing valuable insights into leadership roles. Built connections with other leaders and gained valuable knowledge from their experiences through participation in the Employee Development Journey at State Farm.
Overview
6
6
years of professional experience
Work History
Care Center Specialist III
State Farm
03.2025 - Current
- Boosted customer retention with exceptional service and timely resolution of concerns
- Served as a trusted resource for both customers and colleagues alike, providing a guidance on best practices related to customer service and support operations
- Identified areas for improvement within department procedures, implementing changes that resulted in more efficient operations
- Enhanced customer satisfaction by promptly addressing and resolving issues
Care Center Specialist II
State Farm
07.2022 - 03.2025
- Assist agents and agent team members through multiple channels to provide first contact resolution in a remarkable, first-in-class customer experience
- Selected as a back-up Team Lead to provide support to the subject matter resource line by assisting employees with complex questions and constructive peer feedback
- Awarded multiple Our Rewards for exceptional customer service and focused 1on1 training
- Maintain consistent metrics exceeding department expectations
- Participated in the EDJ program directed towards networking and growing into advancement opportunities
On-Site Support
State Farm
01.2024 - 06.2024
- Prepped the facilitators with real life examples and updating information in learner assignments for the First Line Leaders to review
- Monitored classroom behavior to ensure learners were following rules and submitted incident reports if needed
- Checked learning journals, answered learners' questions, and assisted with progress calls and mock calls
- Assisted in the audit/development of the training classes
Server/Service Partner
Red Robin
11.2021 - 10.2022
- Collaborating with the kitchen and bar staff for prompt and correct delivery of orders
- Ensuring cooking utensils and kitchen area are cleaned after closing to comply with the state regulations
- Providing support to all team members when necessary
Hostess/Server
Chix Restaurant
06.2019 - 10.2021
- Providing exceptional service to customers to ensure satisfaction
- Adhere to timing standards for products and services
- Reconcile cash drawer by providing cash transactions
- Trained new hires on customer service protocols
Education
Bachelor of Science - Human Resources, Certificate of Information Technology Management
Northern Illinois University
05.2022
Foundations of Leadership Certificate -
03.2022
Business Passport Program -
03.2022
Associate of Science -
Illinois Valley Community College
08.2020
Skills
- Communication
- Classroom management
- Exceptional customer service
- Organizational
- Teamwork
- Critical Thinking
- Data Analysis
- Call handling
Affiliations
- BASA - Business Administration Student Association, 2020 - 2022
- NSLS - The National Society of Leadership and Success, 2021 - 2022
Timeline
Care Center Specialist III
State Farm
03.2025 - Current
On-Site Support
State Farm
01.2024 - 06.2024
Care Center Specialist II
State Farm
07.2022 - 03.2025
Server/Service Partner
Red Robin
11.2021 - 10.2022
Hostess/Server
Chix Restaurant
06.2019 - 10.2021
Foundations of Leadership Certificate -
Business Passport Program -
Associate of Science -
Illinois Valley Community College
Bachelor of Science - Human Resources, Certificate of Information Technology Management
Northern Illinois University