Kaitlyn McGuire
Boydton
Summary
Highly skilled Chat Support Representative with notable experience in customer service and technical support. Possess strong problem-solving skills, adaptability to evolving technologies, and ability to handle high-volume inquiries while maintaining customer satisfaction. Previous work has demonstrated a significant impact on improving customer retention through effective communication and prompt resolution of issues.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Social Work Intern
Head Start Program
South Boston
01.2025 - 12.2025
- Assisted families in accessing community resources and support services.
- Conducted intake assessments to gather client information and needs.
- Facilitated family workshops on child development and parenting strategies.
- Documented case notes and maintained accurate client records.
- Supported social workers in organizing family outreach events and activities.
- Supported social worker with client case management services.
Call Center Representative
FLS Connect
Richmond
02.2021 - 08.2022
- Managed high volume inbound calls to assist customers with inquiries.
- Resolved customer complaints effectively through active listening and problem-solving.
- Utilized CRM software to document interactions and track customer requests.
- Provided accurate information about products and services to enhance customer satisfaction.
- Trained new representatives on call handling procedures and company policies.
- Maintained composure in challenging situations while ensuring customer needs were met.
- Participated in regular team meetings to discuss performance and share best practices.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Call Center Representative
Wellsfargo
Richmond
03.2020 - 02.2021
- Managed high volume inbound calls to assist customers with inquiries.
- Resolved customer complaints effectively through active listening and problem-solving.
- Utilized CRM software to document interactions and track customer requests.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Developed effective working relationships with team members across multiple departments.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Maintained records of customer interactions, transactions, comments and complaints.
- Offered additional products or services to enhance customer experience.
- Updated databases with new and modified customer data.
Education
Associate of Applied Science - Human Services
Bright View Community College
Chester , VA 04.2017 - 06.2020
Skills
- Case management
- Community resource navigation
- Intake assessment
- Client documentation
- Customer relationship management
- CRM software utilization
- Conflict resolution
- Data analysis
- Team collaboration
- Problem solving
- Effective communication
- Active listening
- Time management
- Client advocacy
- Research expertise
- Case records management
- Self-care strategies
- Client assessment
- Behavior modification
- Wellness checks
- Job search coaching
- Client rights advocacy
- Referrals and networking
- Community resources
- Child welfare
- Behavioral plan management
- Home evaluations
- Home environment assessment
- Crisis response
- Professional ethics
- Life skills development
- Substance abuse counseling
- Mental health support
- Records management
- Family dynamics
- Multicultural competence
- Individual counseling
- Empathy development
Accomplishments
- Deans List 3 years straight
Timeline
Social Work Intern
Head Start Program
01.2025 - 12.2025
Call Center Representative
FLS Connect
02.2021 - 08.2022
Call Center Representative
Wellsfargo
03.2020 - 02.2021
Associate of Applied Science - Human Services
Bright View Community College
04.2017 - 06.2020