Summary
Overview
Work History
Education
Skills
Timeline
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Kathleen Troutman

Saint James,NY

Summary

Driven and empathetic professional with extensive experience as a Customer Service Representative at Hampton Home Care and as a Private Nanny. Excelled in resolving customer complaints, enhancing loyalty by 30%, and fostering children's cognitive and emotional growth. Skilled in active listening and data entry, adept at transforming challenges into positive outcomes through critical thinking and problem-solving abilities. Knowledgeable and dedicated customer service professional with extensive experience in Durable Medical Equipment industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Hampton Home Care
01.2021 - 12.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Private Nanny

Julie Celecia
09.2015 - 11.2023
  • Developed strong relationships with parents, maintaining open communication about each child''s progress and needs.
  • Prepared healthy, age-appropriate snacks and meals.
  • Built positive and nurturing environments to support child social and emotional growth.
  • Led indoor and outdoor activities to entertain and occupy children.
  • Monitored schedules to maintain sleeping, eating, and school schedules for children.
  • Organized engaging activities that incorporated age-appropriate educational components for cognitive development.
  • Supported emotional growth by helping children navigate conflicts with empathy and understanding while teaching problem-solving skills.
  • Provided safe transportation to and from school, extracurricular activities, and other events.
  • Encouraged children to be understanding and patient with others.
  • Taught children basic life skills, manners and personal hygiene.

Education

High School Diploma -

Connetquot High School
Bohemia, NY
06.1987

Skills

Customer Service

Problem-solving abilities

Active Listening

Critical Thinking

Data Entry

Conflict Resolution

Payment Processing

Scheduling

Follow-up skills

Appointment Scheduling

Order Processing

Documentation

Administrative Support

Live chat support

Customer Education

Order Fulfillment

Timeline

Customer Service Representative

Hampton Home Care
01.2021 - 12.2023

Private Nanny

Julie Celecia
09.2015 - 11.2023

High School Diploma -

Connetquot High School

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Kathleen Troutman