Summary
Overview
Work History
Education
Skills
Personal Information
Assessments
References
Timeline
Generic

Tammy Klatt

Wichita

Summary

Dynamic professional with a proven track record in enhancing customer engagement and compliance. Expert in Microsoft Office and adept at conflict resolution, I significantly improved process efficiency and customer satisfaction. Skilled in team collaboration, I bring a wealth of experience across various sectors, including banking and healthcare, to drive success and innovation. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

27
27
years of professional experience

Work History

401k Support Specialist

Intrust Bank
Wichita
07.2024 - Current
  • Ensured compliance with company policies regarding security protocols.
  • Identified potential fraud cases and reported them to the supervisor.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Conducted research into customer questions or problems using available resources.
  • Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Provided account information and answered customer inquiries in a timely manner.

Human Resources

All Saints Home Care
Wichita
07.2023 - Current
  • Responsible for recruiting, hiring, and the onboarding on new caregivers
  • Run background checks, prescreen applicants, complete phone interviews, enter new caregivers into payroll, update compliance, prepare orientation packets, administer drug screens, confirm references, prepare disciplinary documentation, track statistical analysis of job performance and retention numbers, and attend local job fairs and talk to potential employees
  • Travel to and from Hutchinson office to give orientations to new caregivers
  • Answer incoming calls and direct calls to appropriate parties
  • Greet visitors in office

Sales and Service Representative

Marriott International
Wichita
04.2023 - Current
  • Took back to back calls from customers booking hotel stays nationwide
  • Used several systems simultaneously providing guests with the best rates and available dates
  • Used sales skills to add extra amenities
  • Treated customers with care to promote trust and loyalty
  • Used active listening when needed to de-escalate upset customers

Account Manager, Customer Retention

ADT Security Services
Wichita
05.2022 - 01.2023
  • Attended high volume of inbound calls immediately and proficiently
  • Utilized product knowledge and company resources to resolve account issues and retain consumer relationships
  • De-escalated irate customers using empathy and engagement skills and rebuilding customer trust
  • Identified consumer needs and explained how products addressed those needs
  • Responded to all queries involving billing and contract disputes
  • Scheduled workorders when needed
  • Reviewed contracts for accuracy

Compliance Auditor

Evolve Mortgage Services
Remote
01.2021 - 05.2022
  • Conducted audits on closed loan files for compliance with company and secondary guidelines, resolving pending items and meeting loan delivery/purchase deadlines for quality and compliance
  • Completed audits within 1 day of receiving closed packages
  • Monitoring of pipeline to ensure that workflow is completed according to set guidelines
  • Completed audits through CLDD
  • Performed other job-related duties as instructed by Manager
  • Use of email and Microsoft teams to communicate with other employees and managers as needed

Customer Service, Technical Support

COX COMMUNICATIONS INC
Wichita
01.2016 - 11.2021
  • Answered back-to-back, inbound customer calls concerning Cox products and services
  • Identified customer needs, clarified account information, researched every issue and provided solutions or alternatives
  • Documented all calls and completed all follow-up calls
  • Performed troubleshooting of equipment and system problems and scheduling techs as needed
  • Assisted customers with updating account information and taking payments
  • Explained best solutions for additional services that would be beneficial to customers
  • Used empathy and communications skills to make customers feel comfortable and rebuilt trust in customers who were no longer happy with Cox services

Sales Assistant/Export Compliance Clerk

CARGILL MEAT SOLUTIONS
Wichita
08.2010 - 12.2015
  • Preparation of documents for export of bovine hides and skins to Asia and Europe
  • Entered contracts, sales agreements, and reviewed bank letters of credit against documents to ensure zero discrepancies
  • Assisted in booking and routing of shipments
  • Entered orders and researched USDA billing statements
  • Prepared weekly, quarterly, and yearly reports for USDA
  • Researched reasons for delays in shipments to overseas customers
  • Worked with shipping lines to make sure documents were received and processed within deadlines
  • Completed ongoing training and helped in providing feedback to sales and plant managers

Health Information Technician II/Emergency Room Registrar

VIA CHRISTI HOSPITAL ST. FRANCIS CAMPUS
Wichita
02.2007 - 08.2010
  • Collected and filed confidential paperwork for doctors, nurses, and administrators
  • Worked unsupervised and overnights; completing all tasks required
  • Registered incoming patients in hospital emergency room at Via Christi: patients included walk-in, ambulance delivered, and trauma victim patients
  • Maintained composure and worked efficiently in a fast-paced environment preserving strict confidentiality
  • Demonstrated outstanding problem-solving skills and active listening skills while diffusing stressful situations with patients
  • Instrumental in updating and implementing the process for quick retrieval of dismissal documentation from hospital units to eliminate delays in billing due to missing paperwork; dismissal paperwork retrieval reduced from four days to one day

Fiscal Associate/Office Specialist

SEDGWICK COUNTY
Wichita
03.2005 - 02.2007
  • Performed administrative and secretarial support functions for the Facilities Manager, Assistant Facilities Manager, Social Workers, and Psychologist for Sedgwick County Juvenile Detention Facility
  • Coordinated and managed multiple priorities and projects including the hiring of new employees, preparing training materials, meetings and minutes, and creating and maintaining several reports
  • Opened mail and distributed
  • Responsible for ordering supplies, keeping inventory of office equipment, and managed employee and juvenile files
  • Completed special projects as assigned
  • Later transferred to the Sedgwick County Tag office as a Fiscal Associate; duties included processing payments(cash, check, and credit card payments) for vehicle registration, reviewed vehicle titles for compliance with state and county guidelines; and researched and corrected discrepancies

Customer Service Specialist

T-MOBILE
Wichita
04.2004 - 02.2005
  • Took inbound calls from customer in a call center environment
  • Helped customers understand their billing statements, researched account problems
  • Completed sales transactions and mobile phone upgrades, and provided customer resolution

Home Mortgage Refinance Specialist

BANK OF AMERICA
Wichita
10.1997 - 01.2004
  • Used calculator, typewriter and/or personal computer to complete forms, Completed reports and correspondence
  • Dealt with situations on the telephone involving individuals who may not understand loan process or who had complaints
  • Reviewed credit checks and worked with customers in obtaining approval within compliance measures for home refinance
  • Performed credit checks and reviewed credit history with customers
  • Reviewed trust documentation, letters of credit, and mortgage contract
  • Set up and reviewed appraisals, collateral, and other items needed to complete refinance applications from clients
  • Contacted customers for loan collections, charged off loans, and ordered lien searches
  • Responsible for the preparation of the and modification of loan documents
  • Trained teams in HMDA and RESPA practices
  • Assisted Home Specialist manager and took on supervisory roles while he was out of office
  • Prior to mortgage refinance role, was the training facilitator in fulfillment department; responsible for the coordination, scheduling and training for 12 teams in bank procedures, customer service practices, system upgrades, and morale coaching

Education

LIBERAL ARTS AND SCIENCES DEGREE - GERONTOLOGY

Wichita State University
Wichita, KS
01.2010

Skills

  • Microsoft Office
  • Banking
  • Negotiation
  • Computer skills
  • Microsoft Excel
  • Credit analysis
  • Customer service
  • Order entry
  • Hospital experience
  • Remote access software
  • Technical support
  • Communication skills
  • Call center
  • Account management
  • Organizational skills
  • Background checks
  • Conflict resolution
  • Documentation management
  • Team collaboration
  • Employee onboarding
  • Regulatory compliance
  • Record keeping
  • Active listening
  • Customer engagement

Personal Information

Work Permit: Authorized to work in the US for any employer

Assessments

  • Technical support, Proficient, 05/01/23
  • Technical support: Customer situations, Proficient, 05/01/23
  • Administrative support professional fit, Proficient, 08/01/20
  • Spreadsheets with Microsoft Excel, Proficient, 07/01/23
  • Recruiting, Proficient, 07/01/23
  • Customer service, Proficient, 08/01/20
  • Work motivation, Proficient, 08/01/20
  • Customer service, Proficient, 02/01/23
  • Technical support: Customer situations, Proficient, 11/01/20
  • Administrative assistant/receptionist, Proficient, 02/01/23
  • Technical support, Proficient, 04/01/22
  • Supervisory skills: Motivating & assessing employees, Proficient, 02/01/23
  • Attention to detail, Proficient, 04/01/22
  • Sales skills, Proficient, 02/01/23
  • Customer focus & orientation, Proficient, 02/01/23
  • Medical receptionist skills, Proficient, 02/01/23
  • Management & leadership skills: Planning & execution, Proficient, 02/01/23
  • Customer service, Proficient, 09/01/19

References

References available upon request.

Timeline

401k Support Specialist

Intrust Bank
07.2024 - Current

Human Resources

All Saints Home Care
07.2023 - Current

Sales and Service Representative

Marriott International
04.2023 - Current

Account Manager, Customer Retention

ADT Security Services
05.2022 - 01.2023

Compliance Auditor

Evolve Mortgage Services
01.2021 - 05.2022

Customer Service, Technical Support

COX COMMUNICATIONS INC
01.2016 - 11.2021

Sales Assistant/Export Compliance Clerk

CARGILL MEAT SOLUTIONS
08.2010 - 12.2015

Health Information Technician II/Emergency Room Registrar

VIA CHRISTI HOSPITAL ST. FRANCIS CAMPUS
02.2007 - 08.2010

Fiscal Associate/Office Specialist

SEDGWICK COUNTY
03.2005 - 02.2007

Customer Service Specialist

T-MOBILE
04.2004 - 02.2005

Home Mortgage Refinance Specialist

BANK OF AMERICA
10.1997 - 01.2004

LIBERAL ARTS AND SCIENCES DEGREE - GERONTOLOGY

Wichita State University

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