Katelyn Fridley
Hamilton,OH
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Detail-oriented professional with bilingual abilities combines with integrity as frontline corporate representative. Well-educated and poised with superior communication skills.
Overview
13
13
years of professional experience
Work History
Customer Success Representative
AutoPay
05.2022 - 11.2022
- Investigated, escalated, and resolved client issues ranging from lender payoff issues to title issues; making timely decisions and adapting well to change
- Worked in both email and chat support subgroups, answering 15+ chats daily and answering 40+ emails daily.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
Data Support Specialist
Rapid Recon
07.2021 - 04.2022
- Integrated inventory data using third-party information for dealerships, while also cultivating client relationships and third-party relations domestically and internationally.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Managed over 20 accounts a week.
Senior Content Specialist
Construct Connect
12.2019 - 07.2021
- Updated data on public construction projects on a daily, weekly, and monthly basis, increasing productivity by 60% within the first month of starting
- Advanced skills through workshops, special projects, and special groups.
- Managed competing deadlines with efficiency.
Apple Chat Advisor
Kelly Services
10.2018 - 12.2019
- Delivered customer support in a busy call center over chat for all Apple products, resolving an average of 500 inquiries per week while exceeding performance benchmarks in all areas.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in the ecomputer system, providing dated notes for future reference.
Virtual Assistant
Fancy Hands
11.2017 - 04.2020
- Managed administrative tasks for an average of 20 clients a week, conducing research, entering data, and scheduling appointments for clients.
- Completed business correspondence, transcription, and data entry.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
Customer Service
Humana
06.2017 - 06.2018
- Responded to insurance-related issues, including claims, benefits, and general questions, and provided reassurance to members to boost customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences, managing over 75 calls per day.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Conversation Assistant
Caps Home To Home
09.2016 - 06.2017
- Increased student exposure to the English language through conversation practice; created weekly lesson plans alongside the teachers for each English class.
- Mentored and tutored individual students needing additional help.
- Encouraged small groups to discuss topics and explore concepts through hands-on activities.
- Taught courses under guidance of senior instructors.
Concierge & Executive Assistant
Best Upon Request
09.2014 - 09.2016
- Eliminated clients’ day-to-day distractions by completing daily/weekly/monthly tasks such as organizing travel details, coordinating events, and providing research information.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Created welcoming and comfortable environment for clients.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
Education
Bachelor of Science - Interdisciplinary Studies
Liberty University
Lynchburg, VAAssociate of Arts - Interdisciplinary Studies
Liberty University
Lynchburg, VASkills
- Over 11 years of experience working in call center environments
- Over 12 years of customer service experience across multiple industries
- Over 13 years of data entry experience in varying capacities
- Over 10 years of working successfully with cross-functional teams
- Answer Multi-Line Phone Systems
- Schedule Management
Timeline
Customer Success Representative
AutoPay
05.2022 - 11.2022
Data Support Specialist
Rapid Recon
07.2021 - 04.2022
Senior Content Specialist
Construct Connect
12.2019 - 07.2021
Apple Chat Advisor
Kelly Services
10.2018 - 12.2019
Virtual Assistant
Fancy Hands
11.2017 - 04.2020
Customer Service
Humana
06.2017 - 06.2018
Conversation Assistant
Caps Home To Home
09.2016 - 06.2017
Concierge & Executive Assistant
Best Upon Request
09.2014 - 09.2016
Bachelor of Science - Interdisciplinary Studies
Liberty University
Associate of Arts - Interdisciplinary Studies
Liberty University
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