Summary
Overview
Work History
Education
Skills
Assessments
Timeline
Generic

Kaitlyn Thompson

McKinney,USA

Summary

Dedicated call center professional with extensive experience in delivering exceptional support to providers through prompt, accurate, and objective telephone inquiries. Skilled in conducting thorough research to efficiently resolve issues while consistently utilizing 90% of scheduled time on the phone to meet business needs. Proven ability to work effectively under supervision, ensuring high-quality service delivery in a fast-paced environment. Committed to enhancing customer satisfaction and contributing to team success.

Overview

7
7
years of professional experience

Work History

Customer Advocate II

Blue Cross Blue Shield of Texas
02.2023 - Current
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
  • Conducted thorough research to provide accurate information and resolve complex issues for customers.
  • Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
  • Cross-trained and provided backup support for organizational leadership.
  • Adhere to production standards and goals.
  • Communicate and interact professionally with co-workers, management and customers.
  • Comply with HIPAA, Diversity Principles, Corporate Integrity, Compliance Program policies and other applicable corporate and departmental policies.
  • Maintain complete confidentiality of company business.
  • Maintain communication with management regarding development within areas of assigned responsibilities and preform special projects as required or requested.
  • Completed a Learning Coach Camp where I was able to help newly cross-trained Customer Advocates through Teams messages and through a phone queue when they were transitioned into calling an internal number for help.

Licensed Sales Producer

Allstate Insurance
11.2022 - 02.2023
  • Calculated premiums and established payment methods for sales.
  • Finalized sales and collected necessary deposits.
  • Increased customer satisfaction by providing exceptional service and tailored insurance solutions.
  • Developed new business opportunities through networking events, community involvement, and referrals.
  • Identified and solicited sales prospects in agency databases.
  • Conducted annual reviews of existing policies to update information.
  • Analyzed risk factors to recommend appropriate coverage levels.
  • Analyzed customer needs to provide customized insurance solutions.

Front End Assistant

Costco Wholesale
07.2018 - 11.2022
  • Built relationships with customers to encourage repeat business.
  • Greeted customers entering store and responded promptly to customer needs.
  • Restocked and organized merchandise in front lanes.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Used POS system to enter orders, process payments and issue receipts.
  • Demonstrated product features, answered questions and redirected objections to highlight positive aspects.

Education

High School Diploma - Business

McKinney North High School
McKinney, TX
06.2017

Skills

  • Proficient in Microsoft Office
  • Efficient typing abilities
  • Experienced in software utilization
  • Flexible in dynamic environments
  • Prioritization and scheduling
  • Professional phone communication
  • Service excellence
  • Educating customers
  • Teamwork and collaboration
  • Conflict resolution
  • Complaint handling
  • Reception management
  • Effective communication

Assessments

  • Customer Focus & Orientation — Highly Proficient
  • July 2020
  • Responding to customer situations with sensitivity
  • Full results: Highly Proficient
  • Project Timeline Management — Proficient
  • Prioritizing and allocating time to effectively achieve project deliverables
  • Full results: Proficient
  • Call Center Customer Service — Proficient
  • August 2020
  • Applying customer service skills in a call center setting.
  • Basic Computer Skills: PC — Proficient
  • Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
  • Full results: Familiar
  • Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field

Timeline

Customer Advocate II

Blue Cross Blue Shield of Texas
02.2023 - Current

Licensed Sales Producer

Allstate Insurance
11.2022 - 02.2023

Front End Assistant

Costco Wholesale
07.2018 - 11.2022

High School Diploma - Business

McKinney North High School

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