Katelyn Arnold
Milford,VA
Summary
Customer-focused professional with expertise in coaching team development and performance management. Over 14 years of experience in customer support, retention, and driving results aligned with organizational goals. Proven ability to build positive relationships and implement action plans that enhance team collaboration and performance. Strong communication, time management, and critical thinking skills contribute to consistent improvements in customer service.
Overview
14
14
years of professional experience
Work History
MOAT Service Coach
GEICO
Fredericksburg, Virginia
03.2026 - Current
- Assisted in training new hire employees in the beginning stages of their career.
- One-on-one coaching, including reviewing calls and delivering constructive feedback.
- Monitoring efficiency metrics and developing action plans to improve results through targeted coaching.
- Led training segments and team meetings to discuss best practices and share successful techniques.
MOAT Service Agent
GEICO
Fredericksburg, Virginia
04.2012 - 03.2026
- Managed customer interactions via phone and online platforms to ensure timely support. Demonstrated adaptability by quickly learning new systems, tools, and procedures.
- Communicated effectively to resolve customer concerns and deliver tailored solutions.
- Educated customers on coverage options and benefits available.
- Primary role of taking incoming calls from policyholders. Responding to customer requests for products, services, and company information.
- Recipient of ACE & Chairman's Gold. Yellow Belt Certified. Completed Great Communicator Series & Basic Leadership.
MAP Project Team
GEICO
Fredericksburg, Virginia
04.2018 - 12.2018
- Collected and analyzed feedback from agents who piloted the new resource and clearly communicated for transparency and understanding.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Ported or uploaded converted details into MAP.
Performance Monitoring Analyst
GEICO
Fredericksburg, Virginia
04.2016 - 04.2018
- Monitored and scored recorded calls for MOAT Service department at VCC; provided actionable feedback to agents and management to enhance department performance.
- Conducted team calibrations with department supervisors to clarify Customer Interaction and Quality scoring guidelines, facilitating continuous improvement.
- Collaborated with teams to design strategic initiatives, enhancing operational efficiency and aligning objectives.
Skills
- Professional telephone demeanor
- Time management and prioritization
- Adaptability and Flexibility
- Learning agility
- Data analysis
- Training materials development
Timeline
MOAT Service Coach
GEICO
03.2026 - Current
MAP Project Team
GEICO
04.2018 - 12.2018
Performance Monitoring Analyst
GEICO
04.2016 - 04.2018
MOAT Service Agent
GEICO
04.2012 - 03.2026