Kathryn Droege
Butler,KY
Summary
Delivered exceptional client support through proactive problem-solving and conflict resolution.,Elevated customer satisfaction by providing tailored solutions to complex issues.,Optimized workflows by leveraging advanced computer applications to enhance service delivery.
Overview
7
7
years of professional experience
Work History
Pension Administrator
Fidelity Investments
Covington, KY
04.2023 - 05.2026
- Manually calculate and process pension benefits (lump sums, annuities) according to plan rules and guidelines.
- Verify, approve, and finalize participant payments and transactions. Audit and update participant data, identifying discrepancies and gaps.
- Assist participants in understanding pension options, explain complex calculations, and resolve inquiries via phone and written correspondence.
- Support internal Client Service teams and act as a subject matter expert for corporate clients, relatives, and financial advisors.
- Apply knowledge of pension laws and regulatory standards (ERISA, IRS, DOL) to plan administration.
Deputy Jailer
Campbell County Detention Center
Newprt, KY
10.2023 - 05.2024
- Supervised inmate activities and behavior to ensure safety and security within facility.
- Conducted regular inspections of cells and common areas for contraband detection.
- Implemented policies for emergency response protocols during critical incidents.
- Trained new staff on operational procedures and inmate management techniques.
- Coordinated with law enforcement agencies to facilitate inmate transport and court appearances.
- Assisted in crisis intervention, employing de-escalation techniques to manage conflicts effectively.
- Maintained accurate records of inmate interactions, disciplinary actions, and incident reports.
Customer Support Specialist
Cengage Group
Independence, KY
07.2019 - 04.2023
- Provided memorable customer experiences during every interaction. Fielded client support requests via phone and email.
- Documented issues in support tickets and worked with clients until resolution.
- Identified and escalated critical issues.
- Contributed to product documentation and knowledge base.
- Collaborated with internal teams to resolve issues.
- Demonstrated excellent written and verbal communication skills. Troubleshot software issues with strong attention to detail.
Education
Diploma - undefined
Scott High School
01-2006
Certified Nurse Aide Training - undefined
J.D. Patton Vocational School
01-2006
Skills
- Led analysis of defined benefit and defined contribution plans to deepen insights into retirement options
- Oversaw meticulous evaluation of retirement plan frameworks to ensure thorough understanding
- Cultivated strong computer skills to support effective analysis and reporting
Timeline
Deputy Jailer
Campbell County Detention Center
10.2023 - 05.2024
Pension Administrator
Fidelity Investments
04.2023 - 05.2026
Customer Support Specialist
Cengage Group
07.2019 - 04.2023
Diploma - undefined
Scott High School
Certified Nurse Aide Training - undefined
J.D. Patton Vocational School