Kaitlin Jackson
Florence
Summary
Experienced customer support specialist with 4+ years in SaaS environments, improving first-contact resolution rates by 20%. Expert in managing email and live chat inquiries with proven expertise in root cause analysis to quickly resolve issues. Skilled in maintaining customer accounts and using documentation tools for enhanced customer interaction tracking.
Overview
12
12
years of professional experience
Work History
Customer Service
Veterans Government Services
02.2025 - 07.2025
- Handled inbound calls and written inquiries about benefits and claims, ensuring accurate information delivery.
- Leveraged computer systems to extract and document inquiry details efficiently.
- Documented over 300 monthly inquiries, enhancing tracking accuracy by 15% using robust customer accounts management.
- Achieved a 95% satisfaction rate by meeting quality and resolution objectives while addressing diverse customer needs.
- Utilized ticketing systems to streamline inquiry management, reducing response times by 25%.
Customer Service
Qurate Retail Group
06.2024 - 02.2025
- Provided personalized live chat support to over 200 customers weekly, ensuring a tailored service experience.
- Facilitated refunds, exchanges, and payments for 150+ customers weekly, enhancing customer retention.
- Resolved product inquiries and concerns, increasing overall satisfaction by 10%.
- Implemented Intercom to manage real-time customer queries, increasing response efficiency by 30%.
Business Analyst
TEKSystems
05.2023 - 12.2023
- Reached out to over 100 clients monthly, reducing missing applications by 40% and integrating effective email support.
- Ensured compliance with federal guidelines during the transition from the Public Health Emergency program.
- Managed sensitive patient information in strict adherence to data protection regulations, ensuring 100% compliance.
- Integrated Jira to track and streamline workflow, improving task resolution speed by 20%.
Customer Service Agent
Stafford Communications Group
09.2022 - 05.2023
- Answered 100+ inbound calls daily with a 95% resolution rate.
- Stayed current on all products and promotions to deliver informed customer support.
- Logged customer interactions using CRM tools, increasing data accuracy by 25%.
- Optimized live chat support workflows, reducing average response time by 15%.
Contact Specialist
Bon Secours Mercy Health
10.2021 - 09.2022
- Scheduled 50+ patient appointments daily, streamlining clinic operations.
- Verified insurance details and onboarded new patients effectively using Epic.
- Managed patient communications and medication refills, reducing wait times by 20%.
- Coordinated with ticketing systems to streamline patient inquiry handling, enhancing support turnaround.
Call Center Agent
Concentrix
10.2020 - 10.2021
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Distribution Specialist
Cengage Learning
10.2019 - 01.2020
- Picked orders, scanned products and packed boxes.
- Coordinated storage locations and product movements.
- Managed and maintained warehouse to comply with company policies and federal regulations.
- Enhanced warehouse efficiency by optimizing storage and organization systems.
Picker
The Dream Junction
07.2019 - 10.2019
- Pulled orders quickly to maintain demanding productivity goals.
- Maintained a clean and organized warehouse, ensuring easy access to products for efficient picking.
- Expedited the picking process for faster order fulfillment using handheld scanners and inventory management software.
Customer Service Agent
Carl Zeiss Vision
09.2018 - 07.2019
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Shift Lead
Walgreens
09.2013 - 09.2018
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
Education
Associates in Science -
Gateway Community and Technical College
Edgewood, KY03.2013
High School Diploma - undefined
Scott High School
Taylor Mill, KY06.2010
Skills
- Customer Service & Communication: Customer Service, Email Support, Live Chat, Customer Accounts, Root Cause Analysis
- Technical Tools & Software: SaaS, Intercom, Ticketing Systems, Video Software, Jira
Timeline
Customer Service
Veterans Government Services
02.2025 - 07.2025
Customer Service
Qurate Retail Group
06.2024 - 02.2025
Business Analyst
TEKSystems
05.2023 - 12.2023
Customer Service Agent
Stafford Communications Group
09.2022 - 05.2023
Contact Specialist
Bon Secours Mercy Health
10.2021 - 09.2022
Call Center Agent
Concentrix
10.2020 - 10.2021
Distribution Specialist
Cengage Learning
10.2019 - 01.2020
Picker
The Dream Junction
07.2019 - 10.2019
Customer Service Agent
Carl Zeiss Vision
09.2018 - 07.2019
Shift Lead
Walgreens
09.2013 - 09.2018
High School Diploma - undefined
Scott High School
Associates in Science -
Gateway Community and Technical College
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