Katelyn King
Customer Care & Administrative Professional
Mascotte,FL
Summary
Conscientious Customer Support Professional with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
15
15
years of professional experience
Work History
Wealth Business Banking Specialist
US Bank
01.2022 - Current
- Successfully assist high-net-worth clients with comprehensive account management services, including trust accounts, commercial loans, IRAs, Wire Transfers and certificates of deposit, ensuring tailored financial solutions to meet their unique needs.
- Analyze and resolve complex banking issues for an average of 50 clients weekly, proposing effective solutions that streamline operations, activate 200+ debit cards monthly, and process $1M+ in funds transfers efficiently.
- Utilize previous experience as a Digital Banking Specialist to enhance client interactions, troubleshooting online access issues for over 150 clients per month, leading to a 30% reduction in support tickets related to mobile and web banking.
- Stay informed on industry trends and regulations to offer clients informed insights and innovative banking solutions, contributing to their financial growth and security.
Virtual Chat Agent
Bed Bath & Beyond Inc.
10.2018 - 08.2020
- Promoted to chat agent within 5 months of joining, reflecting strong performance and commitment to customer service excellence.
- Developed over 300 personalized gift registries, achieving a 25% increase in registry-related sales through expert customer engagement.
- Managed 200+ daily interactions across phone, email, and chat on a cloud-based platform, ensuring seamless customer communication.
- Resolved 90% of customer issues on the first contact within company policies, contributing to a 15% increase in customer satisfaction ratings.
Business Operations Specialist
Istudio Salons Inc.
01.2018 - 10.2018
- Processed renewal and lease agreements for new and existing tenants, ensuring smooth transitions during move-out and post-termination procedures.
- Managed the digital key fob system and entrance codes for 7 salon locations, providing detailed key releases to new tenants while clearly communicating rules and regulations.
- Broadcasted important alerts and updates to tenants via email and text, maintained accurate tenant files, and managed incident reporting and changes effectively.
- Participated in meetings to define organizational objectives and supported talent acquisition by engaging in candidate interviews and assisting with onboarding for new hires.
Sales Support & Office Assistant
Vmax Vision, Inc.
05.2015 - 12.2017
- Assisted HR by screening 90% of Sales Representative resumes and coordinating phone and in-person interviews, ensuring timely follow-up correspondence for all candidates.
- Conducted cold calls to optometry doctors across the U.S. to propose refracting devices, effectively generating leads and expanding sales opportunities.
- Managed a multi-line phone system, routed calls, greeted visitors, and monitored office calendars for optimal productivity; updated spreadsheets to track sales performance while maintaining confidentiality with sensitive information.
- Supported trade show preparations by booking flights, hotel accommodations, and creating itineraries, while maintaining high levels of accuracy in administrative tasks and data entry.
Inbound Technical Support Agent
Convergys - AT&T
09.2013 - 05.2015
- Troubleshot over 200 wireless devices weekly, achieving a 95% first-call resolution rate and improving customer retention by 12%.
- Processed warranty replacements, upgrades, and insurance claims with 98% accuracy, ensuring timely resolutions.
- Contributed to a 15% boost in customer satisfaction through feedback-driven continuous improvement initiatives and clear communication.
- Adapted to evolving technology platforms, reducing resolution times by 20% while maintaining a high level of service quality.
Key Holder Supervisor
Godiva Chocolatier
11.2009 - 09.2013
- Capitalized on $50,000 in up-sell opportunities, driving a 90% increase in revenue through personalized customer interactions.
- Balanced cash drawers, managed bank deposits, and maintained stock levels by reordering inventory when needed to ensure smooth operations.
- Delivered exceptional customer service, accurately communicating promotions and products, leading to higher customer retention and satisfaction.
- Oversaw employee performance and trained staff, improving efficiency and contributing to consistent achievement of sales and productivity targets.
Education
Associate of Arts - Interior Design
Professional Career & Development Institute
Norcross, GAHigh School Diploma -
Maynard Evans High
Orlando, FLSkills
- Outstanding Communication Skills
- Resilient; Adaptable; Quality Assurance
- CRM Documentation & Reporting
- Microsoft Office Suite Proficiency
- Taking minutes; Resume screening, conducting interviews
- Shipping procedures understanding
- Service-oriented self-starter; Office administration; Receptionist
- Positive Attitude
- Decision Making
- Call center metrics; FCR, BSAT, CSAT, AHT, SCRA, MSC
- Customer care
- Team coaching
- Paperwork coordination
- Product and service knowledge
- Sales Leadership
- Relationship Management
- Account Management
- Promotions understanding
- Subject matter expertise
- Commercial Lending
- Banking operations
- Service processes
- Small business relations
- Banking standards
- Banking principles
- Cash handling and management
- Claims Processing
Timeline
Wealth Business Banking Specialist
US Bank
01.2022 - Current
Virtual Chat Agent
Bed Bath & Beyond Inc.
10.2018 - 08.2020
Business Operations Specialist
Istudio Salons Inc.
01.2018 - 10.2018
Sales Support & Office Assistant
Vmax Vision, Inc.
05.2015 - 12.2017
Inbound Technical Support Agent
Convergys - AT&T
09.2013 - 05.2015
Key Holder Supervisor
Godiva Chocolatier
11.2009 - 09.2013
Associate of Arts - Interior Design
Professional Career & Development Institute
High School Diploma -
Maynard Evans High
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