Katherine Goot
Herrin,IL
Summary
Dependable Customer Service Team Lead with a track record of success in the field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Customer Service Team Lead
WPS Health Solutions
West Frankfort, IL
05.2019 - Current
- Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance and policies.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Responded quickly and professionally to any incoming emails from customer service representatives or other colleagues seeking assistance.
- Provided technical support when necessary by troubleshooting problems over the phone or online chat platforms.
- Provided leadership during times of organizational change or crisis situations.
- Coached, mentored and trained new team members on processes and programs needed to improve their job performance.
Customer Service Specialist
WPS Health Solutions
Marion, IL
6 2018 - 05.2019
- Resolved customer issues and diffused situations by listening to concerns and developing solutions.
- Consulted with upset customers to determine best methods to resolve service and billing issues.
- Assisted other representatives in my department by participating in floor support to help new hires resolve difficult situations.
Customer Service Representative
Title Cash of Illinois
Herrin, Illinois
10 2016 - 5 2018
- Prevented store losses using awareness, attention to detail and integrity.
- Managed quality communication, customer support and product representation for each client.
- Served the financial needs of customers by offering them loan options and quality customer service.
Student Worker
Southern Illinois University
Carbondale, Illinois
5 2011 - 5 2016
- Worked in the Payroll Department calculating vacation and sick days and reporting the information in order to make sure employees received their paychecks on time.
- Dispersed incoming mail to correct recipients throughout the office.
- Greeted incoming students at the triage desk while directing them to the appropriate office or program.
- Trained new student workers in various programs and how to file documents in the appropriate place on the computer.
Education
Bachelor of Arts - Studio Art/Art History
Southern Illinois University of Carbondale
Carbondale, IL2016
Skills
- Strong organizational skills
- Active listening skills
- Energetic work attitude
- Sharp problem solver
- Courteous demeanor
- Critical Thinker
- Customer Service Excellence
- Efficient Typing Skills
- Dependable and reliable
- Time management
- Detail-oriented
- Project management
- Goal-Oriented
- Training and Mentoring
- Process Monitoring and Improvement
- Employee Motivation
- Team Training
- Strength in Research
Timeline
Customer Service Team Lead
WPS Health Solutions
05.2019 - Current
Customer Service Specialist
WPS Health Solutions
6 2018 - 05.2019
Customer Service Representative
Title Cash of Illinois
10 2016 - 5 2018
Student Worker
Southern Illinois University
5 2011 - 5 2016
Bachelor of Arts - Studio Art/Art History
Southern Illinois University of Carbondale
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