Kaitlyn Marsh

Service Coordinator

  Holiday, FL, USA

Results-oriented professional with 9.5+ years of experience and proven knowledge of conflict resolution, customer communications, and scheduling. Aiming to leverage my skills to successfully fill a role working with both customers as well as employees.

 

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
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