Summary
Overview
Work History
Education
Skills
Timeline
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Kathy Kirchmann

Fremont,NE

Summary

Experienced with client relationship management and service optimization. Utilizes problem-solving skills to address client needs effectively. Strong understanding of communication and teamwork essential for improving customer satisfaction.

Overview

30
30
years of professional experience

Work History

Platinum Service Consultant

Assurity Life Insurance
08.2010 - 02.2025
  • Served as a key point of contact for Assurity's top agents and agencies providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
  • Provided exceptional support to top level agents, resulting in a significant decrease in complaint rates.
  • Maintained accurate records of all agent interactions within company CRM software, ensuring seamless handovers between team members when required.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved agents complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both agents and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with agents through active listening skills, leading to higher retention rates and positive feedback from clients.
  • 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.
  • Resolved escalated agent issues, restoring confidence in company's commitment to service excellence.

Contact Center Representative

Assurity Life Insurance
12.2008 - 08.2010
  • Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
  • Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
  • Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
  • Managed high call volume while remaining focused on delivering excellent customer experiences.
  • Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
  • Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
  • Reduced handle time by quickly identifying customer needs and providing accurate information.
  • Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
  • Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
  • Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
  • Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
  • Facilitated conflict resolution between customers and other departments when necessary, ensuring satisfactory outcomes for all parties involved.
  • Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
  • Assisted in training new hires, sharing best practices and contributing to their professional development.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Sales and Marketing Manager

Essex Corporation
09.2001 - 07.2008
  • Developed strong relationships with residents and families, ensuring open communication and trust.
  • Established strong partnerships with local healthcare organizations to ensure seamless coordination of services for residents in need of medical attention or specialized care.
  • Maintained up-to-date knowledge on industry trends and regulatory changes affecting senior living communities, incorporating best practices into daily operations as needed.
  • Implemented innovative programs that promoted socialization, mental stimulation, and overall well-being among residents.
  • Facilitated smooth transitions for new residents moving into the community, minimizing stress during the process.
  • Advised management on strategic planning initiatives aimed at improving overall community performance metrics.
  • Led informative community events to educate potential residents about senior living options and services.
  • Served as a liaison between residents, families, and healthcare providers to address concerns or issues promptly.
  • Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
  • Used consultative sales approach to understand and meet customer needs.
  • Contacted customers and prospects to generate new business to achieve company growth goals.
  • Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.

Advertising Sales Representative

Broadcast House Radio Stations
01.2001 - 09.2001
  • Listened attentively to client feedback to create stronger relations and shape business.
  • Made outbound calls to existing customers to upsell advertising packages.
  • Helped customers in determining content of radio spots sold
  • Evaluated campaign performance regularly with clients, recommending adjustments as needed to optimize results.
  • Managed multiple accounts simultaneously while ensuring timely delivery of projects and exceptional client satisfaction.
  • Created and presented advertising packages to prospective customers.
  • Sent clients estimates of costs for advertising products or services and followed up by phone call or email.

Sales Associate

Staffing Services, Inc
03.2000 - 01.2001
  • Advised clients on appropriate employment service options based on their unique needs, ensuring optimal satisfaction levels upon purchase.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
  • Followed up with existing customers to provide additional support and address concerns.

Marketing Coordinator

Professional Business Products
09.1999 - 09.2000
  • Answered general marketing department inquiries by email, phone, and mail.
  • Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
  • Individual Market Research for promotional items
  • Established rapport with customers using active listening and interpersonal skills.

Advertising Sales Representative

The Berry Company
03.1997 - 03.1999
  • Helped customers in determining design and layout of sold and spec ads.
  • Exceeded quarterly sales targets consistently by leveraging industry knowledge and strong negotiation skills.
  • Played key role in achieving and maintaining top client satisfaction and retention by ensuring accuracy of ads and listings.
  • Created and presented yellow page advertising packages to prospective customers.

Assistant Store Manager

Lawlor's Sporting Goods
06.1995 - 03.1997
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.

Education

Associate of Arts - Business Administration And Marketing Management

Southeast Community College
Lincoln, Nebraska, NE
03-1995

Skills

  • Client relationship building
  • Complaint resolution
  • Sales expertise
  • Account management
  • Negotiation tactics
  • Partnership building
  • Strong work ethic
  • Customer service
  • Attention to detail
  • Listening skills
  • Multitasking and organization
  • Excellent communication
  • Computer skills

Timeline

Platinum Service Consultant

Assurity Life Insurance
08.2010 - 02.2025

Contact Center Representative

Assurity Life Insurance
12.2008 - 08.2010

Sales and Marketing Manager

Essex Corporation
09.2001 - 07.2008

Advertising Sales Representative

Broadcast House Radio Stations
01.2001 - 09.2001

Sales Associate

Staffing Services, Inc
03.2000 - 01.2001

Marketing Coordinator

Professional Business Products
09.1999 - 09.2000

Advertising Sales Representative

The Berry Company
03.1997 - 03.1999

Assistant Store Manager

Lawlor's Sporting Goods
06.1995 - 03.1997

Associate of Arts - Business Administration And Marketing Management

Southeast Community College

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Kathy Kirchmann