Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Katelind Olson

Mason,MI

Summary

Experienced with analyzing customer interactions and feedback to inform strategic decisions and improvements. Utilizes data-driven methodologies to identify trends and enhance customer satisfaction. Knowledge of customer journey mapping and process optimization, ensuring consistent and impactful results.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Experience Analyst

MERS of Michigan
01.2019 - Current
  • Conduct analysis, summarize results, and prepare reports of findings, illustrating data graphically and with written text on trends, product development, and priority issues (includes VOC).
  • Assist in the measurement of the effectiveness of education outreach strategies by developing assessments and findings on customer satisfaction and trends to inform and update strategies.
  • Determine the feasibility of new products or services in accordance with MERS vision and goals by coordinating and analyzing information and feedback from front line staff, subject matter experts, legal team, key stakeholders, and customers.
  • Enhanced customer satisfaction by addressing and resolving customer inquiries and concerns promptly.
  • Implemented quality assurance measures to maintain high standards in all aspects of the customer journey.
  • Evaluated new tools and technologies, recommending those with potential benefits for improving overall efficiency or effectiveness within the department.
  • Wrote grammatically sound documents and presentations and crafted messages at right level.

Scheduling and Staffing Specialist

Sparrow Health System
06.2015 - 01.2018
  • Utilize Kronos to correctly code caregiver shifts, as well as make additions and edits to their schedules
  • Evaluate a variety of factors, such as patient census and staff skill mix, in order to provide adequate staff for hospital floors
  • Collect and complete payroll while reviewing any irregularities

eService Specialist

MSUFCU
12.2013 - 06.2015
  • Process new account, Visa credit card applications, and wire transfers while assessing risk factors
  • Create and teach informational documents to be implemented in future trainings
  • Assist members with their questions and requests via Live Chat and the eMessage Center
  • Provide assistance and feedback to peers application decisions and notes
  • Inform members of products and services that would best assist them reach their financial goals

Laboratory Attendant and Research Assistant, Tree and Berry Fruit Entomology

MSU Department of Entomology
05.2011 - 11.2013
  • Charged with setting up, running, and breaking down experiments while solving any arising issues
  • Follow regulations on lab organization and cleanliness
  • Manage all aspects insect colonies, including specific temperatures, diet, and environment
  • Use Microsoft applications to document and organize specimen data

Education

Bachelor of Science - Advertising Management

Michigan State University
East Lansing, MI
05-2013

Skills

  • CRM software expertise
  • Analytical mindset
  • Teamwork and collaboration
  • Customer service
  • Multitasking
  • Reliability
  • Excellent communication
  • Organizational skills

Certification

  • Survey Design and Execution UX Research from NNGroup
  • Introduction to Data Analysis from The University of Georgia Center for Continuing Education

Timeline

Customer Experience Analyst

MERS of Michigan
01.2019 - Current

Scheduling and Staffing Specialist

Sparrow Health System
06.2015 - 01.2018

eService Specialist

MSUFCU
12.2013 - 06.2015

Laboratory Attendant and Research Assistant, Tree and Berry Fruit Entomology

MSU Department of Entomology
05.2011 - 11.2013

Bachelor of Science - Advertising Management

Michigan State University

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Katelind Olson