Kaylee Hoekman
Austin,TX
Summary
Goal-oriented management professional. Skilled in maximizing staff performance, customer relations, and business profitability with forward thinking strategies. Prepared to offer knowledge and skills to fulfill dynamic, growth-oriented position within a reputable establishment.
Overview
7
7
years of professional experience
Work History
Dispute Operations Analyst
Brigit
09.2024 - Current
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Optimized operational efficiency by analyzing and streamlining processes.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
Senior Customer Care Associate
Brigit
09.2019 - 09.2024
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Assisted customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
NYC Community Manager
Zeel, Wellness On The Way
10.2018 - 09.2019
- Receive and analyze customer concerns, determine appropriate course of action.
- Conduct interviews and orientations for the massage therapists in New York City.
- Affirm and re-engage relationships with the 500+ active massage therapists and assist with any questions, concerns, or general ideas.
Resolution Manager
Zeel, Wellness On The Way
01.2018 - 10.2018
- Preserved revenue streams where possible with strong communication and negotiation skills.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Education
Associate of Science - Nursing
Swedish Institute
New York, NYAssociate of Science - Health Studies-Massage Therapy
New York College of Health Professions
Syosset, NY12.2013
Skills
Customer service, Communication, Marketing, Forward Planning and Strategy, Delegation with Transparency, ZenDesk, Slack, Jira Software, Google and Microsoft Platforms
Timeline
Dispute Operations Analyst
Brigit
09.2024 - Current
Senior Customer Care Associate
Brigit
09.2019 - 09.2024
NYC Community Manager
Zeel, Wellness On The Way
10.2018 - 09.2019
Resolution Manager
Zeel, Wellness On The Way
01.2018 - 10.2018
Associate of Science - Nursing
Swedish Institute
Associate of Science - Health Studies-Massage Therapy
New York College of Health Professions
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