Hi, I’m
Katlin Mitchell
Customer Specialist
Norfolk,VA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
years of professional experience
4
years of post-secondary education
Work History
Maximus, Remote
Customer Service Representative
11.2022 - Current
Job overview
- At MAXIMUS make an impact everyday by delivering healthcare information to millions of Americans who need to maneuver through complex healthcare plans
- Our agents deliver this vital information to callers via phone, web chat or written correspondence
- To prepare you for this role, MAXIMUS provides paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism
- Our MISSION SUCCESS starts with you
- Ensure your own success, join our MISSION
- Responsibilities:
- Responding to numerous phone inquiries
- Using standard technology: telephones, e-mail and web browsers
- Assisting callers in finishing online applications
- Completing daily electronic call logs
- Filling out timesheets
- Adhering to privacy rules
- Connecting callers with leadership as needed
- Maintaining up-to-date knowledge of regulations and policies as they apply to the healthcare programs we service
- Reporting problems through an easy online system
- Responding to telephone inquiries within set time parameters
- Completing all assigned training as necessary
Sedgwick, Remote
Service Center Representative
01.2022 - 12.2022
Job overview
- To receive and handle inbound telephone enquiries in accordance with Client and Regulatory requirements, including use of call scripts
- Communicate persuasively with Customers to maximise sales, subject to regulatory and client requirements
- Working collaboratively with the client Leadership Team to consistently achieve SLAs and Sales
- Targets
- To respond to Customer enquiries and questions (product or service) in a confident and knowledgeable manner, including where appropriate the managing and resolving of complaints.
ASK Telemarketing
Call Center Representative
01.2021 - 04.2022
Job overview
- Answering phones from customers professionally and responding to customer inquiries and complaints
- Researching required information using available resources
- Handling and resolving customer complaints regarding product sales to customer service problems
- Providing customers with the organization’s service and product information
- Processing forms, orders, and applications requested by the customers
- Identifying, escalating priority issues and reporting to the high-level management
- Routing inbound calls to the appropriate resources
- Following up complicated customer calls where required
- Completing call notes and call reports as necessary and updating them in the CRM
- Obtaining and evaluating all relevant data to handle complaints and inquiries
- Recording details of comments, inquiries, complaints, and actions taken
- Managing administration, communicating and coordinating with internal departments
- Other duties as assigned.
PRA GroupNorfolk, VA
Account Representative
11.2021 - 02.2022
Job overview
- Administer all collections according to required policies and procedures and perform all billing functions and train all customers to receive invoices through various online applications
- Manage all outstanding balances for client payments and reconcile all invoices for accounts receivables
- Maintain record of all client past payments and inform customer of same and prepare loan payment schedule for customers
- Monitor and ensure regular follow up on all loan repayment agreements and analyze all customer accounts
- Evaluate all documents in collection systems and negotiate payments with customers through all payment methods
- Maintain records of all collection accounts and monitor all receivables and post amounts on customer accounts
- Oversee all overdue accounts with help of automate systems and computers and assist customers with debt repayment plans
- Prepare an efficient debt repayment schedule for all customers and design and execute call quality programs.
WawaNorfolk, VA
Customer Service Manager
04.2018 - 09.2021
Job overview
- Greet customers and provide an enjoyable shopping experience for all customers
- Respond to customer requests in a timely manner
- Utilize the GREAT customer service model to ensure customer engagement
- Support and follow all safety and security initiatives
- Ensure the proper execution of assigned foodservice programs and procedures
- Operate the point of sale pursuant to corporate standards; maintain proper cash levels
- Adhere to the execution of established safety, security, quality and store operations policies, procedures and practices
- Ensure the proper execution of all assigned store level marketing programs
- Complete all store housekeeping functions (i.e., cleaning, dusting, sweeping, mopping, emptying trash, etc.)
- Replenish products and supplies to ensure in stock conditions at all times
- Communicate with the management team regarding customer requests and vendor-related concerns
- Check in external and internal vendors according to corporate procedures
- Complete other tasks as assigned by store management
- Represent the Wawa brand by exemplifying Wawa Core Values.
Education
Bryant And Stratton College - Newport NewsNewport News, VA
Associate of Applied Science from Accounting
08.2022 - Current
Norview High SchoolNorfolk, VA
High School Diploma
09.2008 - 06.2012
Skills
Management
Team Building
Training & Development
Leadership Development
Basic Pc Knowledge
Sales
Customer Satisfaction
Communications
Customer CareHelp DeskAccount AnalysisMedical terminologyComplaint resolution
HIPAA
Timeline
Customer Service Representative
Maximus, Remote
11.2022 - Current
Bryant And Stratton College - Newport News
Associate of Applied Science from Accounting
08.2022 - Current
Service Center Representative
Sedgwick, Remote
01.2022 - 12.2022
Account Representative
PRA Group
11.2021 - 02.2022
Call Center Representative
ASK Telemarketing
01.2021 - 04.2022
Customer Service Manager
Wawa
04.2018 - 09.2021
Norview High School
High School Diploma
09.2008 - 06.2012