KATELYN R. ELEM

• Resolved 30+ technical support inquiries per day.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.

• Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.

Led regular team meetings t to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.

• 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 20+ customer complaints per day with empathy, resulting in increased loyalty and repeat business.

• 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.