Katherine Leech
Rock Island,IL
Summary
Motivated professional with several years of experience offering office support in industry. Energetic and reputable individual possessing strong work ethic, professional demeanor and superb initiative. Exceptional customer service and decision-making skills.
Dedicated professional with solid background in high-volume office environments focused on delivering exceptional clerical and operational support for professionals. Upbeat individual with friendly demeanor and sound judgment to handle diverse daily tasks with minimal oversight. Well-versed in managing office supplies, paperwork and project needs.
Overview
23
23
years of professional experience
Work History
Customer Relations Representative
Glen Gerardy State Farm Ins. Agency Inc.
Moline , IL
10.2014 - 02.2024
- Upheld strict quality control policies and procedures during customer interactions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Answered 50+ inbound calls per day and directed to individuals or departments.
- Exceeded company productivity standards on consistent basis.
- Worked with external representatives to address customer needs.
- Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Trained new employees on procedures and policies to maximize team performance.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Achieved top satisfaction, retention and referral rankings on consistent basis.
- Evaluated benefits for each caller to determine service needs and address concerns.
- Completed continuing education and training programs for professional development.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Expressed appreciation for patronage, inviting and encouraging customer return visits.
- Reviewed emails for grammar and seplling accuracy.
- Utilized Spreadsheet and word processing systems in support of assignments.
- Independently worked without direct supervision.
- Utilized automated system to input data.
- Gathered data to create charts and reports.
- Informed coworkers of changes to office procedures affecting administrative functions.
- Arrange correspondence and review for correct format and grammar.
- Managed customer inquiries and provided accurate insurance information.
- Assisted clients with policy updates and claims processing.
- Resolved customer issues using problem-solving techniques effectively.
- Developed relationships with clients to enhance customer satisfaction.
- Maintained detailed records of client interactions in the database system.
- Trained new staff on company policies and procedures for customer service.
- Advocated for clients' needs during policy evaluations and renewals.
- Upheld privacy and security requirements for customer information.
- Answered inbound calls, chats and emails to facilitate customer service.
Nanny
Dr. And Mrs. George Patramanis
Bettendorf, IA
06.2001 - 12.2014
- Engaged with children to create nurturing, safe environments to promote emotional, social and intellectual growth.
- Maintained accurate daily records of children's individual activities, behaviors, meals and naps.
- Taught children safe behavior when crossing street and to avoid contact with unsafe objects.
- Assisted with clothing selection, dressing and shoe tying.
- Engaged children with games and puzzles to promote mental development and enjoyment.
- Aided with bathing, dressing, teeth brushing and diapering to promote healthy personal hygiene and good oral health.
- Monitored indoor and outdoor playtime by guiding activities while watching for dangers.
- Bathed and dressed babies, changed diapers and prepared bottles and feeding equipment.
- Regulated children's schedules to balance rest, learning and play.
- Physically and verbally interacted with children to promote mental and emotional development.
- Followed routines to foster stability and structure in children's lives while parents were away.
- Developed lasting, professional relationships with families by encouraging open communication and delivering positive feedback.
- Washed and put away dishes and wiped down counters after meals and snacks.
- Encouraged safe, positive behavior by redirecting children to take positive action.
- Participated in hands-on learning activities with children incorporating art.
- Helped children complete homework and special assignments daily to support academic performance.
- Minimized TV and mobile device time by engaging children with games and physical books.
- Cooked nutritious meals to promote healthy diet and nutrition.
- Administered medication and minor first aid to sick and injured children.
- Provided safe transportation to and from activities and events.
- Calculated amount owed for services and collected payment from parents.
- Planned excursions to enhance physical abilities and expose children to stimulating, educational activities.
- Scheduled periodic appointments for doctor, dentist or haircut services.
- Coordinated after-school activities and transportation for practices and events.
- Researched food allergies to better understand and provide higher level of care and oversight.
- Kept parents' contact information, emergency services phone number and child's health history on hand in case of emergency situations.
Manager of School-age Childcare
YMCA Daycare
Moline, IL
08.2007 - 06.2014
- Led shifts to oversee childcare for as many as 30+ children.
- Worked with parents and staff to improve student behavioral and learning issues with proactive approaches.
- Established and enforced modern educational standards to support student needs.
- Backed up childcare providers with resources and support to successfully manage classroom environments.
- Cleaned and sanitized child spaces to help prevent spread of infections.
- Facilitated smooth transitions into and out of childcare center with optimal security practices.
- Met children's nutritional needs by serving healthy morning snacks, afternoon snacks and full meals.
- Responded to classroom emergencies and helped handle medical, emotional and behavioral concerns.
- Monitored classes to verify conformance with facility policies and optimal safety standards.
- Interpreted government codes to meet safety and security codes.
- Maintained current knowledge of applicable codes and required procedures to optimize learning environments.
- Set and enhanced program schedules to meet expected demands and enhance student learning opportunities.
- Oversaw work of 3 childcare providers handling needs of 30+ children.
- Trained childcare providers in instructional approaches to help young children develop foundational learning concepts.
Census Enumerator
United States Government
Moline, IL
03.2010 - 08.2010
- Read maps and located addresses to complete assigned forms via personal interview.
- Asked questions pertaining to name, age, religious preference and state of residency.
- Assisted people in filling out surveys and explained items on survey forms.
- Double-checked information on survey forms or information pads to verify accuracy of information.
- Contacted people through telephone, email and in-person to obtain pertinent data.
- Compiled, recorded and coded information derived from specified forms into predefined databases.
- Located and approached households and requested participation in census interview, thoroughly explaining process and purpose.
- Explained survey functions and objectives.
- Promoted census significance and rights of participation to prospective interviewees through follow-up calls or in-person visits to address non-responsive initial interview.
- Generated accurate and complete reports and case summaries and compiled work records, including required statistics.
- Met daily with supervisor to discuss and report results.
- Provided assistance to non-English speakers in translating census materials, verifying comprehension.
- Maintained tight deadlines to support attainment of project schedules.
Education
Psychology
Black Hawk College
Moline, ILSkills
- Customer service
- Payment processing
- Quality control
- Problem resolution
- Data entry
- Team collaboration
- Training facilitation
- Communication skills
- Conflict resolution
- Active listening
- Time management
- Adaptability to change
- Professionalism
- Multi-line phone talent
- Office equipment proficiency
- Creative problem solving
- Recordkeeping strengths
- Account management
- High-energy attitude
- Stress tolerance
- Microsoft outlook
- Inbound and outbound calling
- Customer correspondence
- Issue resolution
- Multi-line phone operation
- Data collection
- Lead generation
- Sales expertise
- Typing proficiency
- Computer proficiency
- Microsoft Office Suite
- Complaint handling
- Professional telephone demeanor
- Microsoft office expertise
- Administrative support
- Customer satisfaction
- Payment facilitation
- Trained in Salesforce
- Reliability
- Employee training
Timeline
Customer Relations Representative
Glen Gerardy State Farm Ins. Agency Inc.
10.2014 - 02.2024
Census Enumerator
United States Government
03.2010 - 08.2010
Manager of School-age Childcare
YMCA Daycare
08.2007 - 06.2014
Nanny
Dr. And Mrs. George Patramanis
06.2001 - 12.2014
Psychology
Black Hawk College