Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Katie Blease

Houston,TX

Summary

Customer support and escalations specialist with strong remote work experience since 2020. Skilled in managing high-volume inquiries via chat, email, and phone, with professionalism and empathy. Proven ability to resolve complex issues, document cases effectively, and collaborate across teams using tools like Notion and CRM platforms. Organized, proactive, and focused on delivering excellent service and continuous improvement.

Overview

11
11
years of professional experience

Work History

Escalations Specialist

Albert
Houston, TX
05.2024 - 08.2025
  • Served as the primary point of contact for high-priority escalated customer inquiries and complaints across chat, email, and text channels, delivering prompt, empathetic, and professional resolutions
  • Analyzed and prioritized complex cases, collaborating remotely with cross-functional teams to ensure efficient problem-solving and timely follow-up
  • Investigated suspected fraudulent activities by tracing money trails and analyzing documents to protect company and customer interests
  • Crafted clear, tailored communications that adhered to company policies while maintaining a high standard of professionalism in sensitive and escalated situations
  • Utilized tools such as Notion and internal CRM platforms to track cases, document resolutions, and share updates across teams
  • Maintained detailed case records and generated reports to inform management decisions and improve customer experience
  • Advocated consistently for customer needs, striving to exceed expectations and uphold brand consistency throughout the resolution process

Account Manager

Mission Lane
Houston, TX
09.2023 - 05.2024
  • Ensured compliance with industry regulations when dealing with clients
  • De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs
  • Proficiency in email communication software such as Zendesk
  • Developed and maintained relationships with key accounts to ensure customer satisfaction
  • Maintained knowledge of new knowledge base updates
  • Performed additional duties as assigned by management team
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication

Account Coordinator

Mission Lane
Houston, TX
02.2023 - 09.2023
  • Maintained accurate records of customer payments and account balances
  • Identified discrepancies in customer accounts, resolved issues promptly, and updated records accordingly
  • Pitched ideas, developed strategies, devised and implemented change for more efficient work flow
  • Provided technical support for troubleshooting software applications used by customers
  • Proven track record of driving successful engagements as a valuable member of the team, achieving professional accomplishments at work

Customer Development Representative

Group 1
Houston, TX
09.2022 - 02.2023
  • Assist numerous leads per day, providing successful solutions and scheduled appointments using active listening to ensure customer retention
  • Resolved & support customers inquiries via telephone text &/or email communications.
  • Responsible for the full sales cycle
  • Use of Sharepoint and CRM to manage customer profiles
  • Maintain strong company product and service knowledge to better assist customers with concerns, questions and general education

Sales Development Associate

Better Mortgage
Houston, TX
09.2021 - 09.2022
  • Cultivated relationships with potential customers to determine ways team could broker increased sales
  • Listened to customer needs to identify and walked them through our pre approval app for mortgage
  • Responded to support tickets within established timeframe to improve customer service
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
  • Leveraged telephony, email and chat technologies to resolve end-user inquiries.
  • Called over 1000 warm leads each month to expand client base
  • Worked with fellow sales team members to achieve group targets

Assistant Supervisor

United States Post Office
Los Angeles, CA
01.2017 - 06.2019
  • Delegated daily tasks to team members to optimize group productivity
  • Identified and corrected performance and personnel issues to reduce impact to business operations
  • Organized schedules, workflows and shift coverage to meet expected business demands
  • Filed paperwork and submitted reports to upper management
  • Responded to customer questions and complaint's regarding products, prices and availability
  • Responded to support tickets within established timeframe to improve customer service
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support

City Carrier Assistant

United States Post Office
Los Angeles, CA
12.2014 - 06.2019
  • Maintained professional and effective public relations with customers and community members
  • Utilized portable scanners to mark item delivered to residences and businesses, keeping records current and accurate
  • Adhered to postal regulations and maintained knowledge of commonly used products and procedures
  • Collected mail from distribution and prepared in sequence for efficient delivery

Education

Bachelor of Science - Operations Management - Project Management

Southern New Hampshire University
Hooksett, NH
10.2027

High School Diploma -

Soledad Enrichment Action Charter
Los Angeles, CA
06.2011

Skills

  • Attention to detail
  • Team Member Motivation
  • Time Management
  • Active Listening
  • Critical Thinking
  • Organizational Skills
  • Problem Resolution
  • Zendesk
  • Customer Relationship Management (CRM)
  • Account Servicing
  • Leadership
  • Flexible and Adaptable
  • Escalation management
  • De-Escalation Techniques
  • Decision-Making
  • Remote Customer Support
  • Diagnosing Issues

Accomplishments

  • Promoted to Chair Of Women Of Color Employee resource group at better in less than 4 months, hosting over 15 workshops in a remote setting
  • Worked with engagement team at Mission Lane to consistently exceed project goals for employee engagement, resulting in positive feedback and recognition from senior management and team members
  • Created highly effective call tags that significantly impacted efficiency and improved metrics for fellow peers
  • Promoted from Account Coordinator to Account Manager, in less than 12-months
  • Recognized as Employee of Quarter four for outstanding performance and team contributions

Timeline

Escalations Specialist

Albert
05.2024 - 08.2025

Account Manager

Mission Lane
09.2023 - 05.2024

Account Coordinator

Mission Lane
02.2023 - 09.2023

Customer Development Representative

Group 1
09.2022 - 02.2023

Sales Development Associate

Better Mortgage
09.2021 - 09.2022

Assistant Supervisor

United States Post Office
01.2017 - 06.2019

City Carrier Assistant

United States Post Office
12.2014 - 06.2019

Bachelor of Science - Operations Management - Project Management

Southern New Hampshire University

High School Diploma -

Soledad Enrichment Action Charter

Similar Profiles

CREATE PROFILE