Katie Madison

I’m a Customer Support Specialist with 8+ years of experience providing client-facing assistance, resolving inquiries, and improving support workflows. I’m known for delivering clear communication and handling sensitive information with professionalism.

In my current freelance role as a QA & Product Experience Specialist, I provide daily customer and client support through email, chat, and messaging. I develop SOPs and digital filing systems that reduced information retrieval time by 40%, while maintaining confidential customer data and delivering high-quality service.

Previously, as a State of Oregon Administrative Specialist / Case Management Coordinator, I served as the main communication link between 5+ departments and improved response efficiency by 20%. I managed and organized 500+ confidential case files with complete accuracy, responded to client inquiries and case status updates, and processed 100+ legal documents per month with clarity, compliance, and timely follow-up.

Earlier experience as a Preschool Teacher strengthened my ability to communicate clearly, coordinate logistics, and stay calm while solving day-to-day issues. Combined with my Google UX Design Professional Certificate and front-end coursework, I bring a detail-driven, solutions-focused approach to creating smooth, efficient support experiences for customers.