Kaitlyn Marsh
Service Coordinator
Holiday, FL, USA
Work Experience
Service Coordinator • Kaplan North America
February 2020 - Present
- Keep detailed records of student interactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Work with students directly to ensure all questions and concerns are addressed
- Check to ensure that appropriate changes are made to resolve student problems
- Work with partner schools to ensure students are set up for success on the proper exam date
- Work with cross-functional teams to ensure smooth transitions for retail and institutional students alike
Assistant Manager • Spirit Halloween
September 2021 - November 2021
- Supervised and trained staff
- Created staff schedules
- Collaborated with other managers on setting and achieving team-specific goals
- Displayed merchandise to maximize purchasing appeal
- Interacted with customers and resolved complaints or grievances
- Cash and credit handling
Student Advocate Account Manager • Kaplan Test Prep
September 2016 - February 2020
- Worked as an advocate for all operating units and assisted students and the organization to find a balance that benefited both
- Provided support for cross-functional teams
- Retained students and created revenue through assisting in enrollments
- Completed many special projects and diligently worked to improve processes
- Handled difficult customer interactions
- Provided coaching and feedback to help improve
agents' knowledge and ability to provide adequate customer service
- Resolved Corporate Escalations
- Created schedules and monitored workloads to make sure tasks are being completed
- Trained team members in new areas and ensured proficiency
- Mentored new agents to hone their customer service skills
Member Service Representative • McCoy Federal Credit Union
September 2015 - September 2016
- Provided excellent member service to ensure clients would continue a partnership
- Up-sold credit cards and consistently exceeded credit sales
- Handled member interactions professionally, both in
person and through phone interactions
- Ensured excellence in day to day operations of running the branch smoothly
- Assisted with training new hires
- Kept detailed records current and accurate for all branch cash-handling logs
Guest Service Assistant Supervisor • SeaWorld Parks & Entertainment
August 2012 - August 2016
- Collaborated with cross-functional teams to ensure planning and implementation of tours ran smoothly
- Trained new and current employees in new areas
- Collaborated with cross-functional teams to ensure guest satisfaction
- Handled large cash and credit card transactions
- Handled difficult guest situations in person
- Organized team members schedules
- Upsold high-end in-park additions and tours
- Assisted in creating educational animal tours for park guests
- Created new processes for a multitude of areas
Education
Purdue University Global
Business Administration
2021 - 2022
Valencia College
Associate in Science (A.S.) Business Management
2011 - 2013
Valencia College
Associate in Arts (A.A.) Business Administration
2011 - 2013
Skills
- High-end sales experience in multiple multi-million dollar corporations
- Performing high end multitasking on day-to-day basis
- Account Relationship Management
- Improving processes
- High End Customer Service
Languages
- English — Native or Bilingual
