Summary
Overview
Work History
Education
Skills
Timeline
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KATELYN R. ELEM

Chicago,IL

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

5
5
years of professional experience

Work History

Customer Support Specialist

Midna Inc.
04.2022 - 05.2024
  • Managed customer returns and complaints with an understanding demeanor, increasing customer brand loyalty
  • Successfully managed fluctuating workloads due to seasonal variations or unexpected changes in staffing levels.
  • Supported additional functions in administrative, payroll, and reception areas
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.

Application Customer Service Representative (ACSR)

Willis Towers Watson/ Extend Health
05.2021 - 03.2022
  • Remotely assisted Medicare eligible participants with both the enrollment and completion of applications in order to enroll into Medicare insurance plans through Willis Towers Watson in order to satisfy participant employer retiree requirements.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Funding Customer Service Representative

Extend Health
01.2021 - 01.2022
  • Established knowledge of protocols, answering customer inquiries, and reducing wait times by 7+ minutes.
  • Achieved a 98% 5-star customer satisfaction rating for having a friendly, understanding, and patient attitude toward customers
  • Utilized the JIRA ticketing system to manage service requests, implement client's requests, report bugs, submit troubleshooting tickets, and etc.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Dispatcher/Customer Service Representative

Ackerman Security
05.2019 - 05.2021
  • Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 19%
  • Stayed up-to-date on new program offerings, and proactively made recommendations to customers based on their interests
  • Used Microsoft Office tools to track customer experiences, communication, and marketing efforts
  • Documented customer interactions to reduce on-boarding time by 15% when new customer service representatives interact with customers.

Education

Bachelor of Science - Criminal Justice

Georgia State University
Atlanta, GA
12.2021

Associate of Science -

Georgia State University
Atlanta, GA
05.2020

Skills

  • Proficient in Microsoft office (Excel, Word, PowerPoint)
  • Call Center Operations
  • Team Leader
  • Time management
  • Ability to work well under pressure
  • Process Improvement Mindset
  • Great communication/ Customer service skills
  • Excellent conflict resolution skills
  • Experience utilizing JIRA ticketing system, Slack, Google meet, and Google hangouts
  • Strong background in customer service and data entry
  • Problem-solving abilities
  • Active Listening

Timeline

Customer Support Specialist

Midna Inc.
04.2022 - 05.2024

Application Customer Service Representative (ACSR)

Willis Towers Watson/ Extend Health
05.2021 - 03.2022

Funding Customer Service Representative

Extend Health
01.2021 - 01.2022

Dispatcher/Customer Service Representative

Ackerman Security
05.2019 - 05.2021

Bachelor of Science - Criminal Justice

Georgia State University

Associate of Science -

Georgia State University

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KATELYN R. ELEM