Katelyn Chester
Charlotte
Summary
Experienced with developing and executing comprehensive communication plans that support organizational objectives. Utilizes strategic thinking to create compelling content and effective messaging. Track record of fostering positive relationships with stakeholders and maintaining brand integrity. Achievements include dramatically improving public image for business through hard work and disciplined approach to managing communication strategies. Top strengths include problem solving, communication, decision making and conflict resolution.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Communication Specialist
Navex
10.2021 - 01.2025
- Conducted communications audits to identify areas of improvement and develop targeted action plans.
- Provided administrative support to senior team members.
- Trained employees on effective communication techniques, improving overall team performance and collaboration.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
ASSISTANT CLINICAL MANAGER
APWHC
09.2016 - 10.2021
- Designed, deployed, validated and finalized database systems for clinical operations
- Built and deployed plans, reports, validation procedures and entry processes for data management needs
- Uphold critical security standards when managing user access actions such as setting up and removing accounts
- Developed team communications and information for clinic meetings
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping
- Supervised 12 PCA's in providing excellent customer service to callers requiring assistance for original appointment and aftercare issues
- Worked with patients to understand requirements and provide exceptional service
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Worked with Clinical Manager and Director of Operations to resolve problems, improve operations and provide exceptional patient care
- Started at the Call Center making appointments in September 2016
- Was then promoted to Patient Care Advocate and worked in the clinic as front desk receptionist in May 2017
- From there, I was promoted to Assistant Clinical Manager in December of 2017
- Conducted regular performance evaluations, providing constructive feedback and identifying opportunities for improvement.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
House Cleaner
Heavenly scent cleaning
05.2016 - 05.2017
- I was responsible for cleaning houses that were on the market to sell
- I worked by myself and cleaned everything from bathrooms, kitchens, to garages doing as many as 3 houses a day
- Mopping, sweeping, & vacuuming all types of floors
- Dusting and cleaning window blinds
- Scrubbing/restoring bathtubs and stoves
- Cleaning glass windows
- Dusting & scrubbing baseboards and walls
- Cleaning vents
- Etc
SERVER
Red Lobster Hospitality LLC
02.2014 - 05.2017
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers
- Collected credit card, cash and gift certificate payments from customers and made proper change for cash transactions
- Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals
- Kept register accurate through correct billing, payment processing and cash management practices
- Created orders, documented special requirements and discussed needs with kitchen personnel to provide customers with desired food and minimize complaints
- Restocked salad bar and buffet for lunch and dinner service
- Kept updated knowledge of menu and chef specials to provide recommendations according to tastes and specific allergies
- Cleaned outdoor eating area and indoor dining room by wiping tables, placing trash in receptacles and restocking napkin dispensers
- Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags
- Oversaw daily operations of all members of service team, including delegating tasks, training new staff and splitting tips at end of each shift
- Delivered orders in timely manner and corrected all issues to ensure guest satisfaction
- Trained incoming staff on restaurant's practices, culture and procedures to maximize job satisfaction and productivity
CUSTOMER SERVICE CASHIER
Harris Teeter Supermarkets Inc
09.2012 - 05.2015
- Maintained reports of transactions and greeted customers when entering and leaving establishment
- Resolved customer complaints and maintained clean and tidy checkout area
- Counted money in drawers at beginning and end of each shift to ensure amounts were correct
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Maintained current knowledge of store promotions and highlighted sales to customers
- Resolved issues with POS systems, card readers and receipt printers to prevent customer delays
- Consistently met upsell goals by highlighting target merchandise with strategic promotional approaches
- Monitored self-checkout systems and provided assistance or intervention where required
- Supported distribution team by moving new merchandise to departments for restocking purposes
- Maintained professionalism with clean, tidy, and well-stocked check-out lines
- Unloaded arriving product stock and moved to store display areas
- Mentored new team members on registers, meeting customer needs, maximizing group performance and maintaining high satisfaction with customers
Education
Associate - Paralegal technology
Central Piedmont Community College
Charlotte, NCHigh school or equivalent -
Independence High School
Charlotte, NC01.2013
Skills
- Discrepancy management
- Production tracking
- Solution deployment
- Data oversight
- Vendor returns processing
- Appointment scheduling
- Customer assistance
- Incidents management
- Inventory organization
- Closing techniques
- Customer service
- Nursing staff management
- Problem resolution
- Patient scheduling
- Promotional planning
- Technical issue analysis
- Document interpretation
- Payment processing
- Script review and revision
- Performance tracking and evaluations
- Area management
- Equipment monitoring
- POS system operations
- Patient assessments
- Hazardous materials handling
- Case management
- Preventative care
- Heavy lifting
- Patient evaluations
- Planning and scheduling
- Staff leadership
- Proper storage procedures
- Outpatient care
- Welcoming guests
- Client needs assessments
- Risk management
- Microsoft Word
- Management
- Outlook
- Healthcare
- Scheduling
- Receptionist
- Customer Service
- Time Management
Certification
CPR, 01/01/21, 01/01/22
Personal Information
Authorized To Work: US for any employer
Timeline
Communication Specialist
Navex
10.2021 - 01.2025
ASSISTANT CLINICAL MANAGER
APWHC
09.2016 - 10.2021
House Cleaner
Heavenly scent cleaning
05.2016 - 05.2017
SERVER
Red Lobster Hospitality LLC
02.2014 - 05.2017
CUSTOMER SERVICE CASHIER
Harris Teeter Supermarkets Inc
09.2012 - 05.2015
High school or equivalent -
Independence High School
CPR, 01/01/21, 01/01/22
Associate - Paralegal technology
Central Piedmont Community College
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