Customer Service Care
Resume:
Kathryn Shaw
Modesto, CA *****
**************@*****.***
Authorized to work in the US for any employer
Professional Summary
Experienced customer service and onboarding specialist with a strong background in operations, team training, and client relations. Proven ability to enhance customer experiences and streamline onboarding processes, ensuring client satisfaction and operational efficiency. Skilled in CRM systems, digital communication, and data management.
Work Experience
Customer Care Specialist I
Cox Automotive Dealertrack, Lake Success,, NY
June 2022 – April 2024
-Communicated and collaborated with teammates using Microsoft Suite, including Microsoft Teams.
-Coordinated client enrollment needs using Microsoft Outlook.
-Conducted outbound calls and monitored responses using Genesys software.
-Completed and guided client enrollments on the Dealertrack platform.
-Verified and cross-referenced client accounts for accuracy.
-Maintained accurate records and account information using Salesforce Lightning.
Operations Specialist
HeyTutor, Los Angeles, CA
September 2021 – December 2021
- Recruited and onboarded tutors nationally, ensuring a seamless integration process.
- Matched students with tutors across the country, optimizing client satisfaction.
- Addressed and resolved client and tutor issues related to operations, technology, support, and billing.
- Trained team members in various operational tasks, enhancing team productivity.
- Communicated promptly with clients via phone, text, and email.
Billing Specialist
Liberty Mutual, Remote, CA
April 2021 – July 2021
- Built rapport with customers, addressing their needs in a high-volume call center.
- Processed payments, updated billing information, and maintained accurate customer data.
- Supported agent-customer relationships, ensuring alignment with agency brands.
- Utilized various software tools (Outlook, Microsoft Teams, OneNote) to streamline operations.
Customer Service Representative
Comerica Bank, San Ramon, CA
2019 – 2020
- Managed banking center vault operations and maintained accurate cash flow records.
- Assisted in maintaining customer records and data input using Converge Salesforce.
- Facilitated customer interactions, enhancing client experiences through tailored solutions.
- Ensured information security and accurate transaction records using Microsoft Office Suite.
Executive Assistant
Solar Suds Up, Newman, CA
2018 – 2019
- Designed and maintained company website using GoDaddy.
- Led social media campaigns on Nextdoor, Instagram, and Facebook.
- Drafted contracts and managed administrative tasks using Microsoft Suite.
Customer Experience Specialist
Stewart & Jasper, Patterson, CA
2015 – 2019
- Assisted in customer order fulfillment and transaction processing via AccuPos.
- Collaborated with the sales team to develop customer solutions.
- Managed data input, file sorting, and cash management using Microsoft Suite and Excel.
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Education
High School Diploma
Orestimba High School
Skills
- Customer Service & Support
- Onboarding & Training
- CRM Software (Salesforce, DocuSign)
- Digital Communication Tools (Outlook, Microsoft Teams, Google Suite)
- Data Management & Importation
- Web Design & Social Media Management
- Order Fulfillment & Cash Handling
- Inventory Management & Office Administration
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