Katie Marsh
Snohomish,WA
Summary
Proven track record in enhancing customer satisfaction and retention at contact center positions through expert escalation management and exceptional problem-solving skills. Excelled in CRM software utilization, boosting efficiency. Demonstrated ability to build strong client relationships, achieving significant improvements in customer support. A contact center professional known for high standards and delivering impactful results. Brings valuable experience in driving customer engagement and operational efficiency. Renowned for fostering team collaboration and adapting to dynamic environments. Expertise includes customer service management and process improvement.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
NUVISION FEDERAL CREDIT UNION
09.2025 - Current
- Assisted members with account inquiries and transaction processing.
- Resolved customer complaints through effective communication and problem-solving.
- Educated members on credit union services and product offerings.
- Ensured compliance with credit union policies and regulatory standards.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Reviewed and analyzed customer account activity to identify any fraudulent activities.
- Processed payment transactions using advanced financial software systems.
- Maintained customer records and ensured data accuracy in systems.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Explained banking procedures and regulations to customers accurately.
- Identified potential fraud cases and reported them to the supervisor.
Contact Center Consultant
BECU
06.2023 - 09.2025
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Educated customers on banking products, enabling them to make informed decisions about their banking needs.
- Submitted Fraud Claims
Contact Center Representative
Symetra
07.2022 - 03.2023
- Assisted customers and agents with retirement accounts
- Processed transactions for customer payments
- Handled customer proprietary information
- Maximized satisfaction by anticipating needs, provided frontline customer support, and developed strong customer relationships.
- Assisted customers with IRAS and 401ks
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services and materials.
- Responded to customer inquiries via phone, email and web-based platforms.
- Developed customized reports for clients detailing their account performance and growth over time.
- Supported clients during annual enrollment periods by promptly addressing questions and concerns about their retirement options.
- Developed strong relationships with financial advisors, partnering together to devise tailored retirement strategies for their clients.
- Assisted clients with account management tasks, leading to increased customer retention rates.
Senior Contact Center Consultant
Comcast
Lynnwood, WA
10.2014 - 06.2022
- Adhered to company policies and procedures while responding to customer inquiries in accordance with established guidelines.
- Demonstrated strong organizational skills by accurately recording customer information for future reference and follow up.
- Assisted customers in navigating website features, troubleshooting technical issues, and placing orders online.
- Successfully managed escalated customer calls with tact and diplomacy, utilizing conflict resolution strategies when necessary.
- Maintained an organized system for tracking customer inquiries to ensure all issues were addressed promptly.
- Adhered to strict confidentiality guidelines when handling sensitive customer information.
- Utilized active listening techniques to identify customer needs and effectively provided solutions.
- Utilized troubleshooting techniques to identify, analyze and resolve customer issues quickly.
- Maintained accurate records of customer interactions and transactions; updated customer information accordingly.
Customer Service Representative
Frontier Communications
Everett, WA
04.2012 - 07.2014
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
Skills
- Technical troubleshooting
- SharePoint
- Medical terminology
- Product knowledge
- Banking
- Phone banking
- Cash flow analysis
- Research
- Software troubleshooting
- Adobe Acrobat
- Phone reception
- Microsoft Excel
- Communicating with clients
- Investment banking
- Phone answering
- Problem-solving skills
- Documentation review
- Google Docs
- Microsoft Word
- Resolving issues
- Customer retention strategies
- Help Desk
- Marketing
- Office experience
- Salesforce
- Call center agent experience
- Inside sales
- HIPAA
- Stocking
- Typing
- Sales
- Customer service
- Data entry
- Escalation management
- Data collection
- Customer support
- Up-selling techniques
- Appointment scheduling
- Warehouse experience
- Operating Systems
- Live chat
- Telemarketing
- Filing
- Microsoft Windows Server
- Debits & credits
- CRM software
- Call handling expertise
- Contact center metrics
- Time management
- Remote access software
- Bank teller experience
Timeline
Customer Service Representative
NUVISION FEDERAL CREDIT UNION
09.2025 - Current
Contact Center Consultant
BECU
06.2023 - 09.2025
Contact Center Representative
Symetra
07.2022 - 03.2023
Senior Contact Center Consultant
Comcast
10.2014 - 06.2022
Customer Service Representative
Frontier Communications
04.2012 - 07.2014