Katelin Schwartz
Topeka,KS
Summary
Dedicated and detail-oriented individual with a strong focus on team supervision and employee training. Known for exceptional time management and communication skills, driving continuous improvement in call center performance and customer service outcomes.
Overview
12
12
years of professional experience
Work History
Driver Solutions Supervisor
State of Kanas
Topeka, KS
09.2019 - Current
- Supervises and oversees a team of call center agents.
- Works closely with the Workforce Manager to ensure daily coverage in all areas
- Completes daily statistics used for the Director Reports and legislative updates
- Handles constituent concerns
- Authorizes leave requests and approves time sheets
- Completes mid-year and yearly performance reviews
- Involved in screening, scheduling, interviewing, and checking references on possible candidates for job vacancies
- Completes quarterly supply orders
- Attending and presenting at conferences with court clerks, judges, and law enforcement
- Assists in planning staff events
- Assists with testing and reviewing data for enhancements and system changes
- Assists Driver Solutions Manager with proposed legislation
Management System Analyst
State of Kansas
Topeka, KS
02.2016 - 09.2019
- Trained all new Customer Rep. Specialists
- Served customers through call center supporting Driver Solutions, Driver's License, and Medica/Vision unit
- Assisted with testing and reviewing data for enhancements and system changes
- Assisted with working daily queues as needed
- Assisted with the Driver Solutions court line as needed
Customer Rep. Specalist
State of Kansas
Topeka, KS
04.2014 - 02.2016
- Served customers through call center supporting Driver Solutions, Driver's License, and Medical/Vision unit
- Served as subject matter expert for KanLicense to perform driver related activities in accordance with Kansas Statutes and Kansas Department of Revenue policy
- Served as primary contact for all system process questions regarding KanLicense
Education
High School Diploma -
Lyndon High School
Lyndon, KS05-2007
Skills
- Call center operations
- Team supervision
- Performance evaluation
- Employee training
- System enhancements
- Process improvement
- Daily reporting
- Effective communication
- Time management
- Customer service
Timeline
Driver Solutions Supervisor
State of Kanas
09.2019 - Current
Management System Analyst
State of Kansas
02.2016 - 09.2019
Customer Rep. Specalist
State of Kansas
04.2014 - 02.2016
High School Diploma -
Lyndon High School