Summary
Overview
Work History
Education
Skills
Timeline
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Natalie Ethen

Sauk Rapids,MN

Summary

Proven leader at Fabral, adept in escalation handling and team building, enhanced customer satisfaction and streamlined processes. Leveraged analytical thinking and Microsoft Office proficiency to develop targeted solutions, achieving significant improvements in service delivery. Cultivated strong relationships, fostering a culture of growth and achievement.

Overview

6
6
years of professional experience

Work History

Customer Care Lead

Fabral
01.2022 - Current
  • Assisted in recruitment efforts by conducting interviews, providing valuable input on candidate selection based on firsthand experience of role requirements.
  • Streamlined communication channels for improved customer engagement and feedback.
  • Managed escalated customer issues with diplomacy, ensuring satisfactory resolutions for both parties involved.
  • Developed comprehensive training materials to ensure all associates were well-versed in company policies and procedures.
  • Mentored new hires, fostering a supportive team environment that encouraged personal growth and professional development.
  • Collaborated with other departments to ensure seamless service delivery for customers across all touchpoints.
  • Promoted a positive work culture by recognizing outstanding team member performance on a regular basis.
  • Participated in regular performance evaluations, identifying areas for growth while celebrating accomplishments.
  • Analyzed customer feedback data, identifying areas of improvement and implementing targeted solutions.
  • Introduced innovative strategies to boost first-call resolution rates without sacrificing quality of service provided to customers.
  • Enhanced customer satisfaction by addressing and resolving inquiries, concerns, and complaints in a timely manner.
  • Launched new initiatives to streamline processes, resulting in increased efficiency for the entire team.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted call-in customers with questions and orders.
  • Navigated multiple computer systems and applications to find information.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Communicated with clients regarding account services, statements, and balances.
  • Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.

Gymnastics Coach

Granite City Gymnastics
12.2018 - 05.2023
  • Ensured safety of all participants through strict adherence to gym rules, equipment maintenance, and proper spotting techniques.
  • Developed lesson plans and routines for individual students to meet personal goals and abilities.
  • Coordinated with other instructors and coaches to determine student advancement and progress.
  • Boosted gymnasts'' confidence levels by offering constructive feedback and personalized support.
  • Maintained fun-filled atmosphere with class participants while remaining professional and focused on achievement.
  • Instructed individual and group classes to customize needs and emphasize proper technique and safety.
  • Maintained equipment, facilities and inventory to avoid accidents, mishaps, and damage.
  • Promoted stretching, mobility work, and proper form to help athletes safely build strength.
  • Developed strong relationships with families, maintaining open lines of communication regarding athlete development both in and out of the gym setting.

Patient Access Assistant

Centra Care
06.2021 - 12.2021
  • Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
  • Greeted guests in with friendliness and professionalism.
  • Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
  • Worked closely with management to provide effective assistance for specific aspects of business operations.
  • Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
  • Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
  • Organized resources, records and personnel to accomplish aggressive targets.

Education

Associate of Science - Business Management

St. Cloud Technical Community College
Saint Cloud, MN
05.2022

Skills

  • Call center experience
  • Escalation Handling
  • Adaptability
  • Quality Control
  • Goal Setting
  • Analytical Thinking
  • Team building
  • Microsoft Office
  • Relationship Building
  • Decision-Making
  • Active Listening
  • Calm Under Pressure
  • Organizational Skills
  • Understanding Customer Needs

Timeline

Customer Care Lead

Fabral
01.2022 - Current

Patient Access Assistant

Centra Care
06.2021 - 12.2021

Gymnastics Coach

Granite City Gymnastics
12.2018 - 05.2023

Associate of Science - Business Management

St. Cloud Technical Community College

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Natalie Ethen