Katelyn Kelley
Oak Forest,IL
Summary
Enthusiastic Customer Service and Sales professional with expertise in communication and negotiating within the medical field. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for patients to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and the public.
Overview
8
8
years of professional experience
Work History
Care Specialist
Thirty Madison
Remote
09.2021 - Current
- Managed over 50 customer interactions every day with a positive attitude and focus on customer satisfaction over multiple business units including Keeps, Cove, Picnic, Facet and assisting Nurx.
- Responded in detail to customer inquiries via phone, email, chat and SMS via Zendesk.
- Defusing customer concerns with exceptional conflict and problem resolution skills and escalating issues until they're resolved.
- Achieving high satisfaction ratings through proactive one-touch resolutions of customer issues.
- Using exceptional communication to connect with customers on all channels and assessing needs and present solutions to patients.
- Monitoring customer care goals and developed improvements on a personal level and as a team.
Customer Service Agent (Remote)
H&M
Chicago, IL
02.2021 - 09.2021
- Providing excellent customer service to online and in store customers.
- Remaining updated on knowledge about products and services through constant feedback and training.
- Maximizing available time to customers, striving for first contact resolution to efficiently and effectively solve customer service issues.
- Resolving customer inquiries and complaints in a professional manner over the phone or written communication through email.
- Collecting and tracking relevant customer data and maintain accurate records for received and shipped items.
- Established a strong track record of well-written responses to customers, receiving positive feedback from management, resulting in becoming the top "Tone Of Voice Influencer" for June 2021.
Membership Sales Representative
Orland Park Health & Fitness Center
Orland Park, IL
08.2018 - 02.2021
- Boosted brand awareness, implemented promotional campaigns and employed sales tactics for fitness center memberships.
- Used Salesforce to maintain company database with essential account and sales information.
- Branded products through effective salesmanship and maintained long-term relationships with clients through excellent customer service.
- Networked at events and by phone to expand business profits and revenues.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines, including HIPAA regulations, to promote safety and privacy environment for our members.
Guest Services Ambassador
Chicago Cubs
Chicago, IL
03.2016 - 09.2019
- Used knowledge of Wrigley Field and Cubs history to engage fans and guests to deliver exceptional service.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Provided guest assistance, including recommendations for tourist attractions.
- Maintained consistent positive customer feedback.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
Education
Bachelor of Arts - Commercial Photography, Sports Management
Columbia College Chicago
Chicago, IL12.2017
Associate of Arts - Fine Arts
Moraine Valley Community College
Palos Hills, IL05.2015
Skills
- Customer relations
- Great written and verbal communication
- Retention strategies
- Salesforce proficiency
- Zendesk proficiency
- MS Office proficiency
- Lead prospecting
- Sales and marketing strategies
- Extensive experience on social media platforms
- Multi-line phone talent
Timeline
Care Specialist
Thirty Madison
09.2021 - Current
Customer Service Agent (Remote)
H&M
02.2021 - 09.2021
Membership Sales Representative
Orland Park Health & Fitness Center
08.2018 - 02.2021
Guest Services Ambassador
Chicago Cubs
03.2016 - 09.2019
Bachelor of Arts - Commercial Photography, Sports Management
Columbia College Chicago
Associate of Arts - Fine Arts
Moraine Valley Community College