Kaitlynn Elderkin
Johnstown
Summary
Dynamic onboarding expert with a proven track record at Concentrix, excelling in performance tracking and relationship building. Recognized for customizing onboarding programs and exceeding performance metrics, while fostering teamwork and collaboration. Adept at data analysis and mentoring, driving continuous improvement in service delivery and customer satisfaction.
Overview
17
17
years of professional experience
Work History
Onboarding Expert
Concentrix
02.2024 - Current
- Worked on multiple onboarding projects simultaneously, ensuring timely completion while maintaining high-quality standards.
- Monitored and reported on effectiveness of onboarding programs, using data to drive decisions and improvements.
- Customized onboarding plans for customers in different businesses, ensuring relevance and effectiveness.
- Facilitated engaging and informative onboarding sessions, fostering positive first impression of company culture.
- Responded to customer inquiries via phone, email, and chat, ensuring prompt resolution of issues.
- Documented customer interactions in CRM system, maintaining accurate records for future reference.
- Collaborated with team members to improve service delivery and streamline processes.
- Managed escalated customer complaints effectively, demonstrating strong conflict resolution skills.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
Head Bartender
First Russian American Federation
01.2015 - 04.2024
- Oversaw bar operations, ensuring compliance with health and safety regulations.
- Trained and mentored junior bartenders on techniques and customer service standards.
- Analyzed customer feedback to refine service approaches and improve overall satisfaction rates.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Served high customer volumes during special events, nights, and weekends.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
Customer Service Representative
NCO
02.2012 - 03.2014
- Identified recurring issues in customer feedback, proposing solutions to enhance service quality.
- Maintained up-to-date knowledge of products and services to provide accurate information to customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Bank Teller
First National Bank
04.2009 - 09.2011
- Processed customer transactions accurately and efficiently, ensuring compliance with banking regulations.
- Assisted customers with inquiries, providing information on products and services to enhance satisfaction.
- Maintained cash drawer integrity through regular reconciliations and adherence to security protocols.
- Trained new staff on operational procedures, promoting a collaborative team environment.
Education
High School Diploma -
Richland High School
JohnstownCompletion Certificate - Phlebotomy
Penn Highlands Community College
Johnstown, PA09-2015
Skills
- Software knowledge
- Performance tracking
- Cross-functional coordination
- Documentation and recordkeeping
- Decision-making
- Training and mentoring
- Relationship building
- Procedure compliance
- Data analysis
- Analytical and critical thinking
- Willingness to learn
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
Timeline
Onboarding Expert
Concentrix
02.2024 - Current
Head Bartender
First Russian American Federation
01.2015 - 04.2024
Customer Service Representative
NCO
02.2012 - 03.2014
Bank Teller
First National Bank
04.2009 - 09.2011
High School Diploma -
Richland High School
Completion Certificate - Phlebotomy
Penn Highlands Community College