Kaitlyn Mester
Whistler,BC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Customer Service Officer, Operations Department
Steadfast Logistics
02.2022 - 10.2022
- Note: I will be returning to this role when I eventually go back to Australia.
- Completed complex business reports for our high end customers using Excel, Pivot Tables and other data reporting methods.
- Attended meetings with clients to discuss business goals and needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Created templates for our employees/department to improve flow of enquiries and answering said enquiries in a professional and informational manner.
- Provided primary customer support to internal and external customers.
- Completed data entry to record call notes, suggestions and questions.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Worked with businesses and their team directly as well as their clients.
Mortgage Broker Assistant
JLM Home Loans
11.2020 - 02.2022
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Worked with underwriters to fix application problems and resolve issues.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Monitored portfolio performance and provided clients with periodic updates on loan progress.
- Reviewed loan files and updated to match current standards.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Reviewed and validated details of loan applications and closing documentation.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
- Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
Front of House Manager
Ad Hoc Mt Eliza
08.2017 - 02.2020
- Note: I continued to work casually on weekends until 08/08/2022.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Resolved guests complaints while maintaining positive customer environment.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Performed cash handling activities and secured nightly bank deposits.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
Waitress Supervisor
Blue Mini Cafe
02.2016 - 08.2017
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Monitored dining rooms for seating availability as well as service, safety, and well-being of guests.
- Greeted new customers, discussed specials, and took drink orders.
All Rounder/Restaurant Waitress
Coast Blairgowrie
01.2013 - 01.2016
Customer Service
Subway
01.2011 - 01.2013
Education
No Degree -
Newhaven College
Phillip Island 10.2014
Skills
- Microsoft Word
- Core Banking
- Customer Service
- CRM Software
- Data Evaluation
- Conflict Resolution
- Computer Proficiency
- Managing Multiple Tasks
- Microsoft Excel
- Shipping and Receiving Understanding
- Critical Thinking
- Problem-Solving Ability
- Report Preparation
- Customer Experience
- Professional Telephone Demeanor
Timeline
Customer Service Officer, Operations Department
Steadfast Logistics
02.2022 - 10.2022
Mortgage Broker Assistant
JLM Home Loans
11.2020 - 02.2022
Front of House Manager
Ad Hoc Mt Eliza
08.2017 - 02.2020
Waitress Supervisor
Blue Mini Cafe
02.2016 - 08.2017
All Rounder/Restaurant Waitress
Coast Blairgowrie
01.2013 - 01.2016
Customer Service
Subway
01.2011 - 01.2013
No Degree -
Newhaven College
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