Katie Lutz
Charlotte,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Customer Service Advocate
City Of Kannapolis
Kannapolis, NC
05.2024 - Current
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Analyzed customer feedback data to identify areas for improvement in processes and procedures.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Completed opening and closing functions to meet operational needs.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Developed and updated databases to handle customer data.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
ELIGIBILITY SPECIALIST SUPPORT STAFF(TEMP)
Cabarrus County
Kannapolis, NC
03.2024 - 05.2024
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Established trust with clients by consistently demonstrating empathy, professionalism, and a commitment to their wellbeing.
- Evaluated financial documents to accurately upload them to the correct category in their file.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Leveraged advanced technology tools to streamline data entry tasks while minimizing human error rates.
- Communicated with people from various cultures and backgrounds on application process.
- Assisted clients with accurate eligibility form, application and document completion.
- Assisted clients and case workers with completion of applications and paperwork.
Deputy Clerk of the Court
Superior Court Of Chatham County
Savannah, GA
08.2019 - 09.2023
- Prepared court documents (Real Estate, Criminal & Civil) for filing.
- Responded to in-person and telephone requests for information and copies from general public, attorneys and other involved parties.
- Researched and processed new and renewal notary applications
- Charged customer appropriate fees for court filings, drug court, copies and notary applications
- Scheduled and facilitated Board of Equalization hearings
Service Desk Specialist
Home Depot
Pooler, GA
04.2019 - 08.2019
- Processed Returns and order corrections
- Assisted customers with quotes for bulk materials
- Facilitated customer with processing online orders and tracking them
- Researched appropriate solutions to different home repair needs
Kitchen Installation Service Specialist
IKEA
Elizabeth, NJ
02.2008 - 11.2018
- Increased sales and maintained great rapport with new and regular customers.
- Maintained a high-level of product knowledge and troubleshooted customer issues in order to meet and excel their needs.
- Supervised e-mail order line and created spreadsheets in order to organize and maintain a proper routine.
- Worked as the liaison between IKEA, the Installation Company, deliver company and the customer to ensure customer satisfaction.
- Reviewed Kitchen plans for accuracy and made changes when necessary.
- Identified and reported quality issues by gathering data based on customers feedback.
- Routed deliveries
- Verified and approved invoices for kitchen services
- Ran training classes on new systems.
- Trained and coached coworkers on selling kitchen services.
Customer Service Associate
Toys R Us
Elizabeth, NJ
10.2005 - 02.2008
- Fulfilled numerous retail duties such as cashier, customer service returns, and properly merchandising shelves.
- Ran Key Holder position: Cashed out registers, authorized price adjustments, and dealt with escalated customer issues. Ran Cash office when needed.
Education
Paralegal Studies
Union County College
Cranford, NJHigh School Diploma -
Elizabeth High School
Elizabeth, NJSkills
- Call Volume Analysis
- Office Management
- Preparing for Court
- Professional Correspondence
- Records Management
- Dispute Resolution
- Court Processes
- Clerical Support
Timeline
Customer Service Advocate
City Of Kannapolis
05.2024 - Current
ELIGIBILITY SPECIALIST SUPPORT STAFF(TEMP)
Cabarrus County
03.2024 - 05.2024
Deputy Clerk of the Court
Superior Court Of Chatham County
08.2019 - 09.2023
Service Desk Specialist
Home Depot
04.2019 - 08.2019
Kitchen Installation Service Specialist
IKEA
02.2008 - 11.2018
Customer Service Associate
Toys R Us
10.2005 - 02.2008
Paralegal Studies
Union County College
High School Diploma -
Elizabeth High School