Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kathryn Swinson

Cedar Park,TX

Summary

Friendly Customer Service Representative adept at working in diverse call center, cash handling and customer service environments. Offering 35 years' experience in customer service combined with honed proficiency in problem solving, escalated circumstances and leadership. Able to work proficiently in remote work environments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Started at Progressive as a Sales Representative. Moved into a blended role of sales service in a pilot program. Have achieved success as both a sales representative and in a service role. Now wanting to grow a career with Progressive by learning new and varied roles.

Overview

10
10
years of professional experience

Work History

Direct Sales Associate/Flex Specialist

Progressive Insurance
11.2020 - Current
  • Built relationships with customers and community to promote long term business growth.
  • Contributed to team objectives in fast-paced environment.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Learned and excelled at the role of inbound sales agent

Contact Center Agent

Amplify Credit Union
07.2018 - 06.2020
  • Provided ongoing member service, including advice opening new products
  • Documented all customer inquiries and comments thoroughly and quickly.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Responded to all customer inquiries thoroughly and professionally.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Actively pursued personal learning and development opportunities.
  • Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention.
  • Determined customer needs by asking relevant questions and listening actively to the responses.
  • Answered customer telephone calls promptly and in an appropriate manner.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Maintained customer satisfaction rate of 98%

Lead Teller

Wells Fargo Bank
08.2016 - 02.2018
  • Hired by Town Centre Wells Fargo Branch giving superior level of customer service while maintaining bank procedures and policies. Overseeing other teller transactions and approving higher level of customer transactions. Ensuring that I maintain cash balancing guidelines, as well as other tellers. Successfully passed all training classes required for advanced position. Including notary service and safe deposit access policies.
  • Processed sales referrals and promoted bank services and products, promoting branch growth.
  • Able to work in fast paced, high stress environment. Handling both lobby traffic and drive through.
  • Trained employees on cash drawer operation.
  • Examined checks for identification and endorsement. Supplied tellers with coin and currency as needed.
  • Delivered prompt, accurate and excellent customer service.
  • Directed specific questions to appropriate branch personnel.

Phone Banker

Wells Fargo Bank
10.2013 - 08.2016
  • Answer incoming calls from Wells Fargo customers to asses their needs with banking issues. Direct them to the appropriate department if unable to assist with their needs in ours. Use active listening skills to ensure first contact resolution with problem solving. Thinking outside the box to ensure that the customer gets what they need. 
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  • Operate electronic mail systems and coordinate the flow of information, internally or with other organizations.
  • Provide services to customers, such as order placement or account information.
  • Manage projects or contribute to committee or team work.
  • Use computers for various applications, such as database management or word processing.
  • Train and assist staff with computer usage.

Education

Psychology

Truckee Meadows Community College
Reno, NV

General

Apollo High School
Glendale, AZ
1984

Skills

  • Exceptional customer service
  • Reliable
  • Excellent communication skills
  • Friendly
  • Energetic
  • Flexible
  • Organized
  • Safe and vault operation
  • Quick learner
  • Types 50 WPM
  • Strong interpersonal skills
  • Detail-oriented
  • Skilled problem solver
  • Multi-line phone talent

Accomplishments

Gained confidence an knowledge as a sales associate starting in 2020 after completing training to get my insurance licenses. After meeting and exceeding sales goals and expectation I was invited to train for a blended role as both a sales and service agent. In the Flex role we help both agents and customers with policies and are able to complete new policies for agency customers without the agent.

This has been a challenging and fulfilling role with a great amount of resilience achieved. Looking forward to growing and learning more areas of Progressive

Timeline

Direct Sales Associate/Flex Specialist

Progressive Insurance
11.2020 - Current

Contact Center Agent

Amplify Credit Union
07.2018 - 06.2020

Lead Teller

Wells Fargo Bank
08.2016 - 02.2018

Phone Banker

Wells Fargo Bank
10.2013 - 08.2016

Psychology

Truckee Meadows Community College

General

Apollo High School

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Kathryn Swinson