KATELYN FORD
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Licensed Insurance Agent
United Healthcare
06.2021 - 01.2024
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Increased policy sales by conducting thorough needs assessments and presenting suitable coverage options.
- Enhanced agency reputation through consistent provision of accurate, timely, and knowledgeable advice on insurance policies and regulations.
- Consistently met or exceeded sales targets through diligent prospecting, follow-up, and effective closing strategies.
Nutrition Assistant
Cabarrus County Education
03.2017 - 06.2021
- Assisted in maintaining a clean and organized kitchen, adhering to food safety regulations.
- Provided compassionate care for students with various medical conditions by understanding their unique dietary restrictions.
- Demonstrated flexibility in adapting to schedule changes or additional assignments as needed in a fast-paced environment.
Nutrition Care Representative
Carolinas Healthcare System
12.2011 - 02.2017
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Prepared reports and communication for management
- Oversaw call center employees to ensure customer satisfaction goals were consistently met
- Defused volatile customer situations calmly and courteously
- Managed high call volume with tact and professionalism.
Customer Service Representative
ISI Alarms
03.2011 - 12.2011
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Exceeded sales goals and service performance requirements of $400 a week through new customer sales
- Routinely answered customer questions regarding merchandise and pricing
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events
- Developed reputation as an efficient service provider with high levels of accuracy.
Catering Staff
Magnolia Catering
06.2005 - 12.2011
- Displayed enthusiasm and knowledge about the offered menu for the event
- Consistently offered professional, friendly and engaging service
- Set dining tables according to type of event and service standards
- Helped with preparation, set-up, and service for catering events
Education
Health And Accidental License
College If Insurance
Concord, NC07.2021
GED -
Rowan Cabarrus Community College
Concord, NC01.2013
Skills
- Communication skills
- Skilled in call center operations
- Adheres to customer service procedures
- Computer Skills
- Strong work ethic
- Time management
- Adaptability
- Teamwork
- New Agent Training
- Insurance Product Expertise
Accomplishments
- Cross-trained approximately 30 new call center representatives.
- Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
- Recipient of "Values in Action Award" in 2017. For teamwork, commitment, caring and integrity.
- Recipient of "Staff member of the month" in 2018
Timeline
Licensed Insurance Agent
United Healthcare
06.2021 - 01.2024
Nutrition Assistant
Cabarrus County Education
03.2017 - 06.2021
Nutrition Care Representative
Carolinas Healthcare System
12.2011 - 02.2017
Customer Service Representative
ISI Alarms
03.2011 - 12.2011
Catering Staff
Magnolia Catering
06.2005 - 12.2011
Health And Accidental License
College If Insurance
GED -
Rowan Cabarrus Community College
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