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Kaitlyn Marsh
Step 2 CS Service Coordinator
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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 corporations
    Performing high end multitasking on day-to-day basis
    Account Relationship Management
    Improving processes
    High 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

Feb 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 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 alike

Assistant Manager

Sep 2021 - Nov 2021
3 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 handling

Student Advocate Account Manager

Sep 2016 - Feb 2020
3 yrs 6 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 skills

Member Service Representative

Sep 2015 - Sep 2016
1 yr 1 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 logs

Guest Service Assistant Supervisor

Aug 2012 - Aug 2016
4 yrs 1 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

Bachelor of Business Administration (BBA)
Business Administration
2021 - 2022
Associate’s Degree
Associate in Science (A.S.) Business Management
2011 - 2013
Associate’s Degree
Associate in Arts (A.A.) Business Administration
2011 - 2013