Kathryn Swanson

• Managed confidential records retention, ensuring accurate filing and secure retrieval for daily operations.
• Organized incoming documents, updating records systems with precise data entry and indexing.
• Streamlined archive workflows, improving file accessibility across active and inactive record sets.
• Verified document accuracy before processing, reducing errors in record updates and correspondence.
• Maintained electronic and paper filing systems, preserving consistency across multiple record formats.
• Audited record files regularly, identifying discrepancies and supporting corrective action.
• Assisted with typing, data entry, and answering incoming calls as required.
• Destroyed records in line with retention schedules to protect confidential information and comply with regulations.
• Generated reports from database systems to track records.
• Followed established policies and procedures to maintain compliance with regulations.
• Updated records with new information.
• Resolved discrepancies in record data through thorough research and cross-referencing of related documents.
• Provided excellent customer care by responding to inquiries and requests for information.
• Utilized document imaging software to index, store and retrieve records.
• Leveraged technology to digitize paper records, making data retrieval faster and more reliable.
• Followed up with staff and customers by phone and email regarding missing or needed information and compiled retrieved information into files.
• Operated office equipment to scan and copy documents.
• Created and printed labels for well-organized filing.
• Maintained organized filing system to facilitate easy retrieval of documents.

• Troubleshot enrollment, eligibility, and account access issues for brokers, clients, and members.
• Resolved technical customer inquiries across benefits platform, ensuring accurate issue diagnosis and timely follow-up.
• Tracked support tickets in CRM systems, maintaining clear case notes and consistent customer communication.
• Documented recurring defects and escalated complex product issues to engineering with detailed reproduction steps.
• Guided users through system navigation, configuration updates, and workflow changes to reduce support friction.
• Collaborated with cross-functional teams to improve resolution paths and strengthen knowledge base content.
• Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
• Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
• Developed strong relationships with clients through consistent communication and follow-up procedures, fostering trust and loyalty.
• Provided exceptional customer service, consistently exceeding performance metrics in various areas.
• Identified potential software or hardware issues through diligent monitoring of client systems for optimal functioning.
• To track progress on open cases and ensure timely follow-ups, diligently document all interactions with customers in the CRM system.
• Enhanced customer satisfaction by efficiently resolving technical issues and addressing inquiries.
• Improved team performance by sharing technical knowledge and best practices during training sessions.
• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Created user accounts and assigned permissions.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Installed and configured operating systems and applications.
• Patched software and installed new versions to eliminate security problems and protect data.

Graduated Cum Laude

• Dean's List 2000, 2001, 2002
• Honor Roll 200, 2001, 2002