Customer Care Service
Resume:
Kaitlyn Thomas Sterling Heights, US, *****
*******.*********@*****.***
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Employment history
Jun 2021 - Present
Customer Care Representative
Harris And Harris LTD. at Chicago, IL
Oct 2022 - Jan 2023
Debt Collector Agent
Harris And Harris LTD. at Chicago, IL
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Resolved concerns with products or services to help with retention and drive sales.
• Logged call information and solutions provided into internal database.
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Achieved performance goals on consistent basis.
• Maintained high volume of calls and met demands of busy and productive group.
• Worked in call center environment handling manual and automatically dialed outbound calls. Assist customers daily, ensuring satisfaction and efficient resolution of inquiries. Maintain detailed records of interactions, enhancing service quality. Address financial situations, offering suitable payment solutions. Provide prompt, empathetic responses, fostering positive customer relations. Manage high-volume customer interactions, resolving complex financial inquiries while maintaining detailed transaction records and ensuring optimal payment arrangements
Drive customer satisfaction through strategic problem-solving, implementing effective payment solutions and maintaining comprehensive documentation of client interactions Analyse customer financial situations to develop tailored payment plans while maintaining accurate interaction records and ensuring consistent service excellence
Start and stopped electric and gas services.
Reported power outages.
Provided account information.
• Used scripted conversation prompts to convey current account information and obtain payments.
• Notified co-signers of delinquent accounts to assist in collecting payments.
• Processed debtor payments and updated accounts to reflect new balance.
• Entered client details and notes into system for interdepartmental access and review.
• Listened to customers and negotiated solutions that met creditor and debtor needs.
• Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
• Set up drafts and processed immediate payments after conducting thorough research and analysis of account. Sep 2020 - Nov 2020
Customer Service Representative
Dunton Consulting LLC. at East Orange, NJ
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Met and exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Recorded data of customers.
• Sent out information regarding voting customers.
• Collected data of customers who were interested and uninterested in voting.
• Resolved average of 450 outbound calls per day to consistently meet performance benchmarks, including speed, accuracy and volume.
• Asked probating questions to determine service needs and accurately input information into electronic system.
• Explained key information regarding products and services to customers to encourage informed decision-making.
• Documented customers inquires and feedback including service delivery suggestions in company database. Feb 2020 - Apr 2020
Housekeeper
Mclaren Macomb at Madison Heights, MI
• Disposed of trash and recyclables each day to avoid waste buildup.
• Cleaned and stocked guest rooms by replacing used towels and linens, vacuuming floors, making beds and restocking bathroom items.
• Vacuumed rugs and carpeted areas in offices, lobbies and corridors.
• Used chemicals by following safety protocols and procedures to avoid burns and injuries.
• Hand-dusted and wiped down office furniture, fixtures and window sills to keep areas clean and comfortable.
• Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows and dusting.
• Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
• Restocked room supplies such as facial tissues for personal touch with every job.
• Slid beds, sofas and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
• Engaged with guests on room requirements and amenities to promote overall satisfaction.
• Waxed and polished wood floors and other woodwork.
• Restocked linen and cycled towels and sheets in full-service hotel-based spa. Sep 2018 - Jan 2019
Certified Nursing Assistant
Medilodge Of Sterling Heights at Sterling Heights, MI
• Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
• Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
• Checked patient vitals such as temperature, blood pressure and blood sugar levels.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
• Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
• Facilitated personal hygiene management, feeding and ambulation.
• Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
• Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
• Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
• Transported patients between rooms and appointments or testing locations.
• Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms. Education
Jul 2021
Associate: Business And Management
University of Phoenix at Tempe, AZ
Jun 2018
Detroit Central High School at Detroit, MI
Sep 2024 - Jul 2028
Bachelor’s degree in science of psychology
University of phoenix
Courses
Sep 2018
Certified Nurse Assistant
CNA Certification Program
Skills
Customer Service Project Management
Data Analysis Microsoft Office
Call Center Documentation
Financial Services Problem Solving
Time Management Team Leadership
Patient Care Data Entry
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