Katelynn Goede

Hired as a customer care agent (CCR1) and promoted to Escalations agent (CCR2) within the first 6 months.

• Resolved escalated customer issues through effective communication via phone and email, successfully de-escalating upset customers.
• Achieved monthly quality assurance ratings above minimum requirements, demonstrating commitment to service excellence.
• Managed multiple systems to streamline weekly equipment order assignments, including Outlook inbox, Amazon, eBay, Walmart, Yotpo, and social media.
• Answer inbound calls for salon equipment orders and other issues
• Chat agent- reply as a live agent to customers that chat in.
• Data entry on excel spreadsheets
• Conducted training sessions on effective social media strategies

Handled high volume inbound calls, provided solutions, and documented cases while maintaining required call time statistics.

• Created schedule, answered high volume inbound calls, placed orders, and upsold products by understanding customer needs.
• Provided exceptional customer support through multiple communication channels.
• Resolved customer inquiries and issues with empathy and professionalism.
• Managed computer systems by updating and downloading programs, effectively using multiple systems and apps.

Promoted from cashier to car titles agent, managing cashiers across 2 store locations to ensure efficient operations.

• Assisted customers with signing car loans, managed office supplies inventory, scheduled service appointments, answered phones, performed data entry in excel, and audited cash drawers daily.
• Process car payments, type up and print contracts for car loans, and file documents.
• Worked with car insurance agents to provide car insurance quotes for customers
• Reviewed car insurance policies and requirements to assist customers effectively.
• Assisted cashiers with training and addressed their questions to enhance team performance.