Katelyn East
Summary
Resourceful Client Service Coordinator known for high productivity and efficient completion of tasks. Possess strong skills in client relationship management, problem-solving, and communication. Excel in teamwork, adaptability, and empathy to ensure outstanding client service and support. Ready to leverage abilities to contribute positively to team goals while maintaining focus on client satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Client Services Account Coordinator
Massachusetts Medical Society
Waltham
10.2025 - Current
- Coordinated client and internal team communication to improve service delivery efficiency.
- Managed client accounts, ensuring timely responses to inquiries and requests.
- Developed client onboarding materials to streamline the initiation process.
- Maintained comprehensive records of transactions, communications, and account activity for improved tracking.
- Monitored account workflows to ensure timely task completion and client satisfaction.
Licensed Account Manager
AssuredPartners
Natick
11.2024 - 10.2025
- Assisted clients with billing inquiries, payment processing, and resolution of customer service issues to enhance satisfaction.
- Identified opportunities for cross-selling additional policies or services to existing customers.
- Processed policy changes, renewals, cancellations, claims and other related paperwork accurately and timely.
- Responded to customer inquiries via phone and email, ensuring timely and professional communication.
- Responded promptly to customer inquiries via phone calls or emails in a professional manner.
- Provided assistance with billing inquiries, payment processing, and customer service issues.
- Identified and proposed cross-selling opportunities for additional policies or services to enhance client coverage.
Account Coordinator
AssuredPartners
Natick
07.2024 - 11.2024
- Identified process improvement opportunities in customer service, enhancing response times and customer satisfaction.
- Answered incoming calls from customers or prospects and routed them to appropriate personnel.
- Managed daily office operations and maintained equipment to support seamless workflow and operational continuity.
- Developed policies and procedures related to administrative operations.
- Scanned documents into digital formats for storage on shared drives or emailing purposes.
- Answered and routed incoming calls from customers and prospects, facilitating effective communication and support.
Operations Assistant
The Counseling & Psychotherapy Inc.
Needham
03.2024 - 07.2024
- Managed special projects that streamlined business processes.
- Manages special projects to support the business process.
- Prepared a policy and procedures manual to ensure compliance with corporate guidelines.
- Assists directors in decision-making processes based on thorough research and analysis of available data.
- Drafted common document templates, saving time in document creation.
- Prepared a policies and procedures manual to ensure compliance with corporate guidelines.
- Coordinated travel arrangements for directors and executives, ensuring timely arrivals and smooth travel experiences.
Office Assistant
The Counseling & Psychotherapy Center
Needham
09.2023 - 03.2024
- Prepared reports in Word, Excel, and PowerPoint to support decision-making.
- Developed administrative procedures to enhance efficiency of office functions.
- Prepared various reports in Word, Excel, and PowerPoint.
- Photocopied/faxed documents, prepared UPS mail, and maintained files and supplies.
- Conducted thorough research projects utilizing the Internet for data gathering.
- Submitted service requests to address office maintenance issues promptly.
- Sorted and distributed incoming mail to designated departments efficiently.
- Organized and packaged outgoing FedEx and mail for shipping.
- Engaged in special research projects using the Internet.
Casualty Processor
Liberty Mutual
Plano
04.2022 - 10.2023
- Analyzed claims in litigation to identify potential risks and inform decision-making.
- Managed sensitive client information, ensuring strict adherence to confidentiality standards.
- Reduced claim processing time with diligent follow-ups and effective communication between client attorneys, and adjusters.
- Maintained a strong knowledge of basic medical terminology to better understand services and procedures.
- Compiled and organized claim files by generating, posting, and attaching relevant information.
- Identified issues, analyzed information, and provided solutions to problems.
Licensed Case Processor
Goosehead Insurance Agency
Westlake
03.2021 - 02.2022
- Achieved Top 15 employee ranking in 2021, reflecting commitment to excellence and contribution to team goals.
- Processed an average of 1,600 cases per month, while remaining a consistent top producer.
- Implemented new workflows to streamline the processor role, resulting in improved performance metrics.
- Collaborated with team members to enhance task efficiency and strengthen overall team performance.
- Facilitated training for new team members on company policies and procedures, ensuring smooth integration into the team.
Licensed Service Agent
Goosehead Insurance
Westlake
11.2020 - 03.2021
- Investigated and resolved accounting, service, delivery concerns to enhance customer satisfaction.
- Liaised with insurance carriers to correct billing errors and discrepancies, ensuring accurate client accounts.
- Cross-sold additional insurance products to existing clients, effectively increasing overall revenue for the agency.
- Updated and processed existing insurance policies to maintain accurate records.
- Cross-sold insurance products to existing clients, contributing to agency's revenue growth.
- Assisted all sales agents with administrative tasks to enhance workflow efficiency.
Education
Bachelor of Science - BS - Criminal Justice
Texas State University
TXBachelor of Arts - BA - Criminal Justice
Franklin Pierce University
NHSkills
- Client relationship management
- Customer relationship management
- Contract management
- Manage renewals
- Workflow Optimization
- Process improvement
- Research skills
- Risk Management
- Microsoft Office
- Attention to detail
- Manage renewals
Certification
- MA Property & Casualty License
Timeline
Client Services Account Coordinator
Massachusetts Medical Society
10.2025 - Current
Licensed Account Manager
AssuredPartners
11.2024 - 10.2025
Account Coordinator
AssuredPartners
07.2024 - 11.2024
Operations Assistant
The Counseling & Psychotherapy Inc.
03.2024 - 07.2024
Office Assistant
The Counseling & Psychotherapy Center
09.2023 - 03.2024
Casualty Processor
Liberty Mutual
04.2022 - 10.2023
Licensed Case Processor
Goosehead Insurance Agency
03.2021 - 02.2022
Licensed Service Agent
Goosehead Insurance
11.2020 - 03.2021
Bachelor of Science - BS - Criminal Justice
Texas State University
Bachelor of Arts - BA - Criminal Justice
Franklin Pierce University