Kathryn Van Den Broek
Otley,Iowa
Summary
Exceptional customer care professional who addresses inquiries and resolves problems as they arise. Dedicated to effective team management and customer satisfaction. Computer proficient with strong communication skills.
Overview
18
18
years of professional experience
Work History
Lead Customer Service Representative
Van Gorp Corporation
Pella, Iowa
10.2017 - 08.2023
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Answered customers' questions and addressed problems and complaints via email and by phone, rectifying issues promptly
- Trained new employees on company customer service policies and service level standards
- Documented conversations with customers to track requests, problems and solutions
- Cultivated relationships with customers and drove business development by delivering product knowledge
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
- Cross-trained on invoicing and shipping clerk roles in order to provide skilled back-up for customer-facing teams
Teacher Assistance
Pella Community School
Pella, IA
08.2016 - 09.2017
- Provided students with special needs one on one instruction for large and small group activities assigned by the teacher
- Communicated with children's guardians about daily activities, behaviors and related issues
- Assisted in preparing reports and paperwork for parent-teacher conferences
In Home Daycare Provider
Self Employed
Pella, IA
12.2012 - 08.2016
- Provided a safe and nurturing environment for children to grow and develop
- Promoted good behavior by using the positive reinforcement method
- Communicated daily with parents about daily activities and behaviors
Customer Service Representative
PPI - Precision Pulley & Idler
Pella, Iowa, United States
05.2007 - 01.2012
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Served as main liaison between customers, management and sales team
- Built long-term customer relationships and advised customers on purchases and promotions
Pulley Estimator
Precision Pulley And Idler
Pella, IA
08.2023 - Current
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Answered customers' questions and addressed problems and complaints via email and by phone, rectifying issues promptly
- Trained new employees on company customer service policies and service level standards
- Documented conversations with customers to track requests, problems and solutions
- Cultivated relationships with customers and drove business development by delivering product knowledge
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
- Cross-trained on invoicing and shipping clerk roles in order to provide skilled back-up for customer-facing teams
Education
Associate of Arts -
DMACC
Ankeny, IA2005
Skills
- Exceptional communication skills
- Creative problem solver
- Quick learner
- Self-motivated
- Customer-focused
- Adherence to high customer service standards
Detail oriented
Timeline
Pulley Estimator
Precision Pulley And Idler
08.2023 - Current
Lead Customer Service Representative
Van Gorp Corporation
10.2017 - 08.2023
Teacher Assistance
Pella Community School
08.2016 - 09.2017
In Home Daycare Provider
Self Employed
12.2012 - 08.2016
Customer Service Representative
PPI - Precision Pulley & Idler
05.2007 - 01.2012
Associate of Arts -
DMACC