Katlyn Bohannon
Omaha
Summary
Dynamic professional with extensive experience in customer service and team leadership at West Corporation. Proven ability to resolve complex issues with empathy and efficiency. Skilled in Microsoft Office and medical records management, I excel in fostering collaboration and enhancing operational productivity. Committed to delivering exceptional service and support in fast-paced environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Server
712 Bar and Grill
Council Bluffs
10.2025 - Current
- Provided excellent customer service in a fast-paced bar and grill environment.
- Took orders accurately and efficiently from patrons at tables and the bar.
- Delivered food and beverages promptly, ensuring customer satisfaction throughout dining experience.
- Maintained cleanliness of tables, bar area, and dining space during busy shifts.
Paraprofessional
Council Bluffs Community School District
Council Bluffs
01.2025 - Current
- Supported teachers in classroom activities and lesson implementation.
- Assisted students with special needs in daily tasks and learning objectives.
- Monitored student behavior and provided guidance to maintain a positive environment.
- Organized educational materials and resources for classroom use.
- Participated in professional development workshops to enhance teaching strategies.
- Applied positive reinforcement to redirect negative behaviors.
- Supported students throughout academic instruction and assignments.
- Offered students personalized educational, behavioral, and emotional support.
Front Desk Agent
Iowa West Sports Plex
Council Bluffs
10.2024 - 02.2025
- Help In concession stands, answer phone calls, help people with questions regarding sports and rental assistance.
Receptionist
Pedodontics PC
03.2022 - 10.2022
- Managed patient check-in and check-out processes efficiently and accurately.
- Scheduled appointments using electronic health record systems to optimize office flow.
- Assisted with patient inquiries, providing information about services and procedures.
- Maintained organized and clean reception area to ensure a welcoming environment.
- Handled incoming calls, directing them to appropriate personnel promptly.
- Educated patients on office policies, procedures, and preventative dental care practices.
Medical Network Specialist
Applied Underwriters
Omaha
10.2021 - 03.2022
- Configured and maintained network systems for optimal performance and reliability.
- Conducted regular assessments of network performance and recommended improvements.
- Assisted in training new employees on network protocols and best practices.
Assistant Director
A Step Ahead Daycare
08.2017 - 12.2019
- I over seen all the classrooms, mostly the infant rooms.
- Opened/closed the center Food Program(Marked attendance, entered in the food menu's, daily food counts, etc)
- Attended mandatory CEU's, Mandatory state trainings, etc
- Submitted title xx payments
- Collected payments for daily cares
Team Leader/Supervisor
Ubiquity Global Services
Omaha
02.2017 - 06.2017
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Cross-trained and backed up other customer service managers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Facilitated inter-departmental communication to effectively provide customer support.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Oversaw call center agents to ensure customer satisfaction goals were consistently met
Customer Care Associate
Marriott Inc
Omaha
12.2016 - 02.2017
- Assisted guests with issues with their hotel reservations or their recent stay
- Took complaints/compliments and sent them over to the General Manager of that hotel they are calling in about
- Assisted the guest with booking reservations, or anything questions they have about the reservation.
- Submitted orders to the financial department, including billing adjustments, refunds, etc.
Operations Trainer
West Corporation
Omaha
08.2015 - 08.2016
- Conducted new hire trainings, typically 2-5 weeks of training time.
- Trained staff on operating procedures and company services.
- Assigned to 4 different clients in between Omaha, Nebraska, San Antonio, Texas, New York City, New York, and Phoenix, Arizona.
- Traveling trainer for the clients.
- Responsible for attendance, write-ups, dismissals for the new hires.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Worked with line managers on T3 Material
Skills Specialist/Team Supervisor
West Corporation
Omaha
08.2013 - 08.2015
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Cross-trained and backed up other customer service managers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Facilitated inter-departmental communication to effectively provide customer support.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Oversaw call center agents to ensure customer satisfaction goals were consistently met
Customer Service Agent/Escalation Agent
West Corporation
Omaha
02.2013 - 08.2013
- Prepared reports and communication for senior management and clients.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Initiated operations improvements to improve overall call center productivity.
- Met or exceeded service and quality standards every review period.
Education
High School Diploma -
Abraham Lincoln High School
Council Bluffs, IA01.2012
Nursing -
Iowa Western Community College
Council Bluffs, IASkills
- Computer skills
- Multi-line phone proficiency
- Effective problem solver
- Excellent time management skills
- Medical Records
- Excellent planner and coordinator
- Phone Etiquette
- Insurance Verification
- Team building
- Microsoft Outlook, Word and Excel
- Front desk
- Vital Signs
- Advanced clerical knowledge
- Teaching
- Skilled trainer
- Medical Scheduling
- Nursing
- Medical office experience
- Childcare
- Medical receptionist
- Time management
- Active listening
- Team collaboration
Certification
- First Aid Certification
- CPR Certification
- CNA
Timeline
Server
712 Bar and Grill
10.2025 - Current
Paraprofessional
Council Bluffs Community School District
01.2025 - Current
Front Desk Agent
Iowa West Sports Plex
10.2024 - 02.2025
Receptionist
Pedodontics PC
03.2022 - 10.2022
Medical Network Specialist
Applied Underwriters
10.2021 - 03.2022
Assistant Director
A Step Ahead Daycare
08.2017 - 12.2019
Team Leader/Supervisor
Ubiquity Global Services
02.2017 - 06.2017
Customer Care Associate
Marriott Inc
12.2016 - 02.2017
Operations Trainer
West Corporation
08.2015 - 08.2016
Skills Specialist/Team Supervisor
West Corporation
08.2013 - 08.2015
Customer Service Agent/Escalation Agent
West Corporation
02.2013 - 08.2013
High School Diploma -
Abraham Lincoln High School
Nursing -
Iowa Western Community College