Kasie Scouton
Coon Rapids,MN
Summary
Results-driven customer service professional dedicated to exceeding expectations in every interaction with clients and internal teams. Expertise in identifying efficient solutions to challenges while prioritizing customer loyalty and satisfaction. Proven experience in customer service, human resources, and office management showcases a well-rounded skill set that enhances operational effectiveness. Committed to fostering positive relationships and delivering exceptional service in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Account Manager / CSR
Charlotte Fabrics
New Hope
11.2022 - 10.2024
- Managed client relationships to enhance satisfaction and retention.
- Developed tailored solutions to meet diverse customer needs effectively.
- Processed customer orders accurately and efficiently, ensuring timely delivery.
- Communicated effectively with customers to clarify order details and preferences.
- Delivered exceptional customer support through effective communication and problem-solving techniques.
- Developed training materials for new hires to enhance onboarding experience and service quality.
- Streamlined workflow processes, reducing response times and improving overall customer satisfaction ratings.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Office Manager
Apps Paramedical
08.2018 - 01.2022
- Achievements: Streamlined business workflow and created electronic documents to replace outdated paper versions.
- Responsibilities: Scheduled and oversaw client / examiner relationships. Handled all new orders for Life and Disability Insurance cases. Created accounts to bring the clients and agents into the system. Assisted agents and life insurance companies with order needs and facilitated time sensitive changes and exam dates. Administered sensitive exam paperwork and corrected as needed. Approved exams and billed when completed. Responded to all outside requests for information by prospective customers, clients, and agents.
Lead CSR & Dispatcher
Uptown Plumbing, Heating & Cooling
11.2016 - 02.2018
- Achievements: Broke Company Record for Happy Home Club (1st Month) – Top Sales for Happy Home Club every month there. Had highest percentage of calls taken to booked appointments.
- Responsibilities: Trained new hires in the Customer Service Department & Dispatch. Customer facing employee responsible for receiving customer calls, booking appointments, answering questions and all customer service responsibilities surrounding a client’s interaction with the company. Also worked in the dispatch department to setup and book technicians’ calendar. Worked closely with internal staff and management to effect positive change in training new hires. Responsible for invoicing the drains department which involves clearing payments, batching data to accounting software and data checking to ensure proper information was input in the system for each client or job.
Operations & Customer Service
Quicksilver
01.2016 - 11.2016
- Achievements: Highest incoming call book rate among all CSR reps. HASMAT / OSHA Certification.
- Responsibilities: Received customer calls to schedule pick-up or drop-off of packages or deliveries. Worked closely with drivers to assist in route planning and schedule changes. Batched and processed payments for customers.
Office Manager & Dispatch
Nexxus Cloud LLC
01.2011 - 11.2015
- Achievements: Received training and certification for Microsoft Office 2013 products to increase the company’s partner level with Microsoft.
- Responsibilities: Received customer support requests via phone and online systems. Scheduled on-site and remote engineer time for projects and break-fix. Responsible for daily billing and payment batching as well as importing to QuickBooks and sending invoices to clients. Started company social media awareness programs, daily social media posts and managed social media advertising campaign as well as Google AdWords account.
Education
Microsoft Office Specialist: Word 2013 - MOS Certified
Nexxus Cloud
Microsoft Office Specialist: Excel 2013 - MOS Certified
Nexxus Cloud
Microsoft Office Specialist: Outlook 2013 - MOS Certified
Nexxus Cloud
Massage Therapy - undefined
HTI
St. Louis Park, MNSkills
- Clear, articulate and positive communication skills
- High attention to detail and accuracy
- Natural ability to listen to a problem or complaint and turn it into a positive outcome
- Excellent clerical skills with 55 WPM typing speed, expert level skills with Microsoft Office Products, Adobe Acrobat, Agility, Service Titan, ODT
- Experience in training, social media, database management and multi-line phone systems
- Problem solving and common-sense critical thinker able to show results with minimal direction
- Able to work in a high-volume / high-stress environment
- Keep company policy and management direction as a top priority
- Happy, light hearted and works well with others
Timeline
Account Manager / CSR
Charlotte Fabrics
11.2022 - 10.2024
Office Manager
Apps Paramedical
08.2018 - 01.2022
Lead CSR & Dispatcher
Uptown Plumbing, Heating & Cooling
11.2016 - 02.2018
Operations & Customer Service
Quicksilver
01.2016 - 11.2016
Office Manager & Dispatch
Nexxus Cloud LLC
01.2011 - 11.2015
Microsoft Office Specialist: Excel 2013 - MOS Certified
Nexxus Cloud
Microsoft Office Specialist: Outlook 2013 - MOS Certified
Nexxus Cloud
Massage Therapy - undefined
HTI
Microsoft Office Specialist: Word 2013 - MOS Certified
Nexxus Cloud