Summary
Overview
Work History
Education
Skills
Timeline
Generic

Katelan Clark

Austin,IN

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.

Expert at finding win-win solutions. Address individual and trending customer issues with analytical and creative approaches by leveraging strong problem-solving abilities. Diligent in supporting diverse customers with routine and complex requirements to optimize customer support and boost company loyalty.

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

6
6
years of professional experience

Work History

Customer Support Specialist

US Bank
Scottsburg , IN
04.2022 - Current
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Applied consultative approach to collect information on customer service, account and technical concerns.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Processed customer account changes with proprietary software.
  • Resolved numerous of issues with first call and escalated more complex issues to obtain necessary customer support.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Consulted with customers to resolve service and billing issues.
  • Assisted customers with making payments or establishing payment to bring accounts current.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Set up and activated customer accounts.
  • Developed strong customer relationships to encourage repeat business.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Educated customers on special pricing opportunities and company offerings.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Maintained positive working relationship with fellow staff and management.
  • Answered user inquiries to resolve computer software or hardware operation problems.

CAP 2 Associate

Walmart
Scottsburg , IN
10.2019 - 11.2019
  • Monitored stock levels and communicated with vendors to ensure availability of merchandise.
  • Greeted customers upon entering the store and provided assistance throughout their shopping experience.
  • Maintained a neat and organized work area while adhering to safety standards.
  • Resolved customer inquiries regarding product availability, pricing, product features, returns and exchanges.
  • Provided feedback to management on customer needs, complaints, and other related issues.

Server

Denny's Electronics
Scottsburg , IN
09.2019 - 11.2019
  • Greeted guests and provided menus.
  • Provided excellent customer service to ensure satisfaction.
  • Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
  • Prepared drinks according to standard recipes.
  • Took orders from customers accurately and in a timely manner.
  • Checked food before serving it to customers.
  • Delivered food orders promptly and courteously.
  • Monitored dining room for cleanliness and proper set-up at all times.
  • Responded efficiently to guest inquiries and complaints in a professional manner.
  • Ensured that each guest was served courteously, quickly, and efficiently.
  • Accurately recorded orders on cash register and point-of-sale system.

Front Desk Clerk

Quality INN and Suites
Scottsburg , IN
09.2018 - 11.2019
  • Greeted customers upon arrival and provided assistance with check-in or check-out procedures.
  • Answered incoming calls and directed them to the appropriate personnel.
  • Assisted in resolving customer complaints and inquiries in a timely manner.
  • Processed credit card, cash, and other forms of payment for guest accounts.
  • Maintained accurate records of all guests' stays and charges.
  • Provided information regarding hotel amenities, services, and local attractions.
  • Updated computer system with current guest information.
  • Ensured that lobby area was clean, orderly, and stocked with necessary supplies at all times.
  • Verified identification for security purposes prior to issuing room keys.
  • Conducted daily shift reports to review occupancy levels and revenue figures.
  • Prepared documents related to guest accounts including invoices, reservations.
  • Performed end-of-day closing duties such as balancing cash drawer, counting inventory items.
  • Monitored surveillance cameras in lobby areas to ensure safety of guests and staff members.
  • Coordinated special requests from guests such as arranging transportation services or providing extra towels and linens.

Education

High School Diploma -

Scottsburg Senior High School
Scottsburg, IN
06-2012

Skills

  • Customer service excellence
  • Customer support
  • Customer Relationship Management (CRM)

  • Complaint Handling
  • Technical Troubleshooting
  • Payment Processing
  • Product Knowledge
  • Complaint resolution
  • Inbound calling
  • Account updating
  • Data Collection
  • Research
  • Documentation
  • Problem-solving abilities
  • Typing proficiency
  • Active Listening
  • Prioritization
  • Problem Resolution
  • Business development understanding

Timeline

Customer Support Specialist

US Bank
04.2022 - Current

CAP 2 Associate

Walmart
10.2019 - 11.2019

Server

Denny's Electronics
09.2019 - 11.2019

Front Desk Clerk

Quality INN and Suites
09.2018 - 11.2019

High School Diploma -

Scottsburg Senior High School

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Katelan Clark