Kaitlyn Marsh
Step 2 CS Service Coordinator
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.
Kaplan Test Prep
Purdue University Global
Holiday, FL, USA
Professional Background
Current status
-
Profession
-
Fields
-
Work experience
6-10 years (6-10 years relevant)
Management
I've had experience in managing 15+ people
Skills
High-end sales experience in multiple multi-million dollar corporationsPerforming high end multitasking on day-to-day basisAccount Relationship ManagementImproving processesHigh End Customer Service
Languages
English・Native or Bilingual
Highest level of education
Bachelor
Job search preferences
Desired job type
Part time・Interested in working remotely
Desired positions
Step 2 CS Service Coordinator
Desired work locations
-
Freelance
Non-freelancer
Work Experience
Service Coordinator
February 2020 - Present2 yrs5 mos
- 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 were 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 alikeAssistant Manager
September 2021 - November 20213 mos
- 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 handlingStudent Advocate Account Manager
September 2016 - February 20203 yrs6 mos
- 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 on new areas and ensuring proficiency - Mentored new agents to hone their customer service skillsMember Service Representative
September 2015 - September 20161 yr1 mo
- 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 branch smoothly - Assisted with training new hires - Kept detailed records current and accurate of all branch cash-handling logsGuest Service Assistant Supervisor
SeaWorld Parks & Entertainment
August 2012 - August 20164 yrs1 mo
- 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
Bachelor of Business Administration (BBA)・Business Administration
2021 - 2022
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