Kaitlynn Hedman
Slidell,La.
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
6
6
years of professional experience
Work History
Coordinator/Auditor/Data Analyst
Monalina Health
11.2023 - Current
- Contributed to the development of data models and dashboards for internal reporting
- Conducted thorough data analysis to identify trends, patterns, and outliers
- Collaborated with cross-functional teams to design and implement data-driven solutions for business challenges
- Conducted exploratory data analysis to uncover insights and support strategic decision-making
- Assisted in data cleansing transformation and loading processes
- Executed detailed audit procedures, including substantive testing and analytical review, to evaluate financial statement assertions
- Assisted in the development of audit plans and programs, ensuring alignment with organizational objectives and regulatory requirements
- Through supporting staff foster a positive work environment focused on communication, teamwork, and continuous improvement.
Customer Care Specialist
Valvoline
02.2022 - 03.2024
- Resolved customer issues efficiently, boosting satisfaction scores by 22%
- Managed customer inquiries with strong attention to detail and clear communication
- Supported team to enhance service quality, leading to improved customer interactions
- Implemented strategic customer service protocols to elevate care standards
- Introduced new problem-solving methods that enhanced customer experience and efficiency.
Engagement Specialist
Carenet Healthcare
09.2023 - 11.2023
- Assist clients with their recovery plan goals and monitor progress through review of record, consultation with therapist/provider, and consultation with client
- Perform accurate clinical screening by phone or in person to evaluate mental health and substance use issues and barriers to treatment to determine appropriate next service steps
- Provide a range of clinical services in conjunction with outpatient services staff including outreach, screening, assessment, treatment planning, referral, and case management in a context that is supportive of the client’s culture, values and perspectives
- Complete accurate clinical records including intakes, assessments, treatment plans and updates, progress notes, discharge summaries, and other information in a timely manner
- Complete level of care transfer paperwork and reviews consumers for possible transfer to primary care physicians
- Refer consumer to PCP for ongoing medication management
- Provide individual engagement work as needed to help consumers get re-engaged in therapy process with their clinician.
Sales Agent
Ttec/Fedex
08.2022 - 09.2023
- Conduct research to provide answers to customers to resolve their issues, answering incoming communications from customers
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
- Provided basic technical support for clients with services provided by the company
- Remained courteous and calm during moments of customer dissatisfaction resolving client issues
- Make requested account changes
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Sales presentations and contract negotiations
- Highly skilled in cold calling and external communications
- Client development and consultation.
Customer Service Representative
AAA
12.2018 - 03.2022
- Conducted market research, enhancing product awareness among target groups with measurable results
- Trained new staff in customer service software, improving team efficiency
- Implemented innovative chat solutions, boosting customer engagement significantly
- Streamlined customer inquiries handling, reducing response time by 30%
- Pioneered a feedback system that increased customer satisfaction scores by 20%
- Monitored and analyzed customer service metrics to enhance process efficiency
- Evaluated and refined CRM strategies, elevating operational standards
- Developed training modules that anticipated future customer service challenges.
Education
Pre-Nursing
Delgado Community College
Biology Studies
Baton Rouge Community College
High School Diploma
St. Katherine Drexel Prep (Xavier Prep)
05.2014
Skills
- Customer Service
- Data Entry
- Work Planning and Prioritization
- Relationship Building
- MS Office
- Schedule Coordination
- Project Coordination
- Discretion and Confidentiality
- Document Management
- Recordkeeping
- Staff Management
- Project Support
- Database Management
- Information Collection
- Project Management
- Best Practices Implementation
- Document Control
- Patient Scheduling
- Contract Management
- Data retrieval systems
- CRM Software
Accomplishments
- National Honors Society 2010-2013
- Academic Honor Roll 2010-2014
- Co-Producer/Co-Editor Documentary (Awesome Girls)
Professionalworksummary
Customer Service Representative with over six years of experience, adept at enhancing service standards and customer satisfaction. Skilled in leveraging advanced computer literacy and creative problem-solving to streamline service operations and improve customer engagement. Demonstrated ability to train teams, manage detailed customer inquiries, and implement strategic protocols to elevate service quality and efficiency.
Timeline
Coordinator/Auditor/Data Analyst
Monalina Health
11.2023 - Current
Engagement Specialist
Carenet Healthcare
09.2023 - 11.2023
Sales Agent
Ttec/Fedex
08.2022 - 09.2023
Customer Care Specialist
Valvoline
02.2022 - 03.2024
Customer Service Representative
AAA
12.2018 - 03.2022
Pre-Nursing
Delgado Community College
Biology Studies
Baton Rouge Community College
High School Diploma
St. Katherine Drexel Prep (Xavier Prep)
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