Katie Wilson

• Connected with customers to address questions and resolve issues through phone.
• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
• Set up payment plans with personal identifying information, while following protocol to keep information protected.
• Performed loan consolidations manually.
• Advised customers of settlement prices.
• Performed skip tracing to locate customer information, like obituaries to get accounts closed.
• Processed death certificates to have loan accounts closed to ease the family of any further burden.
• Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
• Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.

I was employee of the month March 2020, and have received 5 gold stars for excellent work. While I never formally had the title of manager or trainer, I lead the company's consolidation department for over a year until Covid forced changes upon us.

• Provided support to social service clients in navigating available resources.
• Developed and maintained accurate records of programs and services.
• Participated in meetings with stakeholders to discuss program objectives and strategies.
• Administered and tracked client service payments.
• Completed the intake process which included making sure applications are filled out correctly, proper identification stored, entered information into the computer systems and stored paper forms in files in alphabetical order.
• Completed DNA tests by swabbing clients and submitting the tests in a timely manner. Set up appointments to read the results of the tests.
• Made court appearances monthly and testified under oath.
• Participated in the collection of monthly payments.
• Responded to customer questions timely via email and phone call.
• Created weekly appointment schedules and would drive to neighboring parishes as a courtesy to clients.