Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Accomplishments
Software
Languages
Interests
Quote
Timeline
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Kat Claxton

Knoxville,TN

Summary

Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Articulate, energetic and result-oriented with exemplary passion for developing relationships, cultivating partnerships, and solution resolution.

Overview

7
7
years of professional experience
3
3

Certifications

Work History

Customer Support Representative

CE Broker
10.2022 - Current
  • Documented and detailed calls and complaints using call center's CRM database.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Utilized data visualization tools to effectively communicate business insights and adjust customer interaction strategies.
  • Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.

Senior Student Support Center Representative

Remington College
03.2021 - 10.2022
  • Managed over 100 customer calls per day across multiple time zones.
  • Collaborated with supervisors to escalate and address student inquiries or technical issues.
  • Collaborated with supervisors to develop customer interaction plans based on data analytics.
  • Completed data cleaning and data validation of existing spreadsheets to promote robust data management platform, resulting in accurate data analysis and entry.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Conducted thorough data validation and cleanup, ensuring accuracy and reliability of datasets used for analysis.
  • Maintained student satisfaction with forward-thinking strategies focused on addressing student needs and resolving concerns.
  • Enhanced data visualization capabilities for better decision-making with the use of advanced BI tools.

Consumer Loan Specialist

Republic Finance
10.2018 - 03.2021
  • Analyzed financial status, credit and property to determine feasibility of granting loans
  • Mentored 6 new team members by providing hands-on training and sharing best practices
  • Negotiated payment arrangements with customers and credit institutions to assist in repairing credit history
  • Maintained open communication with old clients to cement relationships, drive referrals and obtain repeat business
  • Generated numerous valuable leads through outbound phone calls to local consumers and businesses
  • Completed loan contracts by explaining provisions to applicant, obtaining signatures and notarizations and collecting fees.

Education

Bachelor of Science - English Literature

The University of Tennessee - Knoxville
Knoxville, TN
08.2018

Associate of Science - General Studies

Pellissippi State Community College
Knoxville, TN
05.2015

Skills

  • Customer service and support
  • Data Analysis
  • Call center environment
  • Data Visualization and Presentations
  • Technical Support
  • Staff education and training
  • Excel Functions
  • Documentation and reporting
  • Troubleshooting and Assistance
  • Data Cleaning
  • User Experience
  • Statistical Analysis

Certification

  • Google Data Analytics Professional Certificate - 2024
  • Google Advanced Data Analytics Professional Certificate - 2024
  • Google AI Essentials - 2024

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Used Microsoft Excel to develop metric and OKR tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Supervised team of 4 staff members.

Software

Office Suite

Most CRM's

Dialer's such as Ynot, TalkDesk, etc

Languages

English
Bilingual or Proficient (C2)

Interests

Video game mods

Books

Audio Books

Food Capitals

Quote

There is no man, however wise, who has not at some period in his youth said things, or lived in a way the consciousness of which is so unpleasant to him later in life that he would gladly, if he could, expunge it from his memory.
Marcel Proust

Timeline

Customer Support Representative

CE Broker
10.2022 - Current

Senior Student Support Center Representative

Remington College
03.2021 - 10.2022

Consumer Loan Specialist

Republic Finance
10.2018 - 03.2021

Bachelor of Science - English Literature

The University of Tennessee - Knoxville

Associate of Science - General Studies

Pellissippi State Community College

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Kat Claxton