Katelyn Watkins
Oxford,NC
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CS Medical, LLC
Creedmoor , North Carolina
05.2022 - Current
- Maintained a high level of professionalism when dealing with difficult customers.
- Supported sales team members to drive growth and development.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as processing purchase orders and doing quality checks on all purchase orders before they’re invoiced and picked.
- Updated databases with new and modified customer information such as billing addresses and shipping address in Sage.
- Contacted customers about filter maintenance on medical devices, new products, ensuring correct items are being purchased, ensuring pricing is correct on purchase orders.
- Utilized job-related software for processing orders, updating customer accounts in HubSpot
- Strengthened customer retention by ensuring filters are up to date
- Tracked orders from start to finish to ensure timely delivery of goods or services and also providing formal confirmations in a timely manner.
- Efficient in de-escalating angry customers during telephone interactions.
- Providing quotes for products to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection and ordering over the phone and via email.
- Assisted customers in providing order statuses, sending invoices and tracking/delivery information.
- Exceeded established goals while leveraging customer service, sales and employee management best practices.
- Promoted available products and services to customers during service, account management and order calls.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered inbound calls and emails to facilitate customer service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Mentored junior team members and managed employee relationships.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales.
Sales Support Associate
Fastenal
Creedmoor, North Carolina
12.2020 - 04.2022
- Followed-up with sales teams and customers with complex issues to coordinate resolutions.
- Developed strong relationships with existing customers through regular follow-up calls and emails.
- Generated weekly reports detailing sales performance metrics for management review.
- Provided timely responses to customer inquiries, ensuring high levels of customer satisfaction.
- Responded promptly to inquiries from customers regarding product features or services offered.
- Answered store and merchandise questions and led customers to wanted items.
- Monitored inventory levels of products in order to ensure adequate stock availability.
- Placed special orders or called other stores to find desired items.
- Scan and Receive composite for parts to be delivered to Altec.
- Sort and stage parts to be delivered and/or stock for warehouse.
- Assist in answering phones calls for customers and other Fastenal employees.
- Assisted in doing branch transfers.
- Maintained well stocked and organized bins at Altec.
- Process spot orders for employees at Altec.
- Maintain and fill vending machines/lockers for parts.
- Scan bin labels to reorder parts and supplies
- Place Purchase orders.
- Provided assistant for managers and co-workers.
- Operate forklift multiple times a day.
- Maintained a safe efficient and safe environment while operating a forklift.
- Ensured pallets/stock are in assigned places.
Education
High School Diploma -
Granville Central High School
Stem, NC06-2015
Skills
- Scheduling
- Complaint resolution
- Account updating
- Exchange coordination
- Creative problem solving
- Punctuality and reliability
- Building rapport
- Prioritization
- Multi-task management
- Courteous demeanor
- Administrative support
- Tracking complaints
- Problem resolution
- Customer satisfaction measurement
- Positive and professional
- Negotiation strategies
- Customer relationship management (CRM)
- Email management
- Follow-up skills
- Verbal and written communication
- Task prioritization
- Customer relations
- Customer service
- Conflict resolution
- Customer education
- Active listening
- Dispute resolution
- Product education
- Professional telephone demeanor
Accomplishments
- Successfully completing the annual certificates for all medical devices at CS Medical.
- Engaged with a wide range of customers regularly, ensuring strong communication and customer service skills.
Certification
- Certificate of Completion for: TD100, TD200, TEEClean and Ethos.
Timeline
Customer Service Representative
CS Medical, LLC
05.2022 - Current
Sales Support Associate
Fastenal
12.2020 - 04.2022
High School Diploma -
Granville Central High School