Catherine P. Hill
Springville,UT
Summary
Highly successful administrator with a talent for motivating teams and streamlining operations. Known for analytical problem-solving and persuasive communication, excels at thinking outside the box to find creative solutions. Commitment to ensuring customer satisfaction is unwavering, striving to provide exceptional service and unmatched support. Proficient in utilizing customer service best practices, adept at exploring different solutions to effectively address customer needs.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Vivint
06.2024 - Current
- Demonstrated exceptional ability to handle pressure while effectively resolving disputes or conflicts with professionalism.
- Satisfactorily addressed customer concerns, resulting in boosted loyalty and repetitive business.
- Efficiently resolved escalated calls, satisfying both customer and company needs.
- Addressed customer queries related to products, services, and company details in a timely manner.
- Utilized active listening techniques to build meaningful connections with clients, leading to higher customer loyalty and positive evaluations.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Administrator
LEARNCONNECT INC
06.2019 - Current
- Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
- Computerized office activities, maintained customer communications and tracked records through delivery.
- Entered and maintained departmental records in company database.
- Collected, validated and distributed information to employees.
- Managed agendas and calendars, boosting productivity and improving organizational initiatives.
- Confirmed accurate completion of forms and reports for admission, transfer or discharge of each program participant.
- Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.
- Managed payroll, transactions, invoicing and budgeting to decrease financial inconsistencies.
- Reduced recordkeeping errors by precisely handling financial transactions, journal entries and accounts payable and receivable activities.
- Networked with industry professionals to foster partnerships and identify new and improved solutions.
- Managed bi-weekly payroll employees, as well as insurance matters, workman's compensation and compliance reporting.
Customer Service Representative
Costco
01.2024 - 06.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Customer Experience Specialist
StubHub Inc.
10.2022 - 06.2023
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Account Specialist
SYKES ENTERPRISES (CAPITAL ONE BANK)
04.2017 - 06.2019
- Prospected for new customers in target areas or demographics to bring in new business.
- Completed routine and complex account updates to resolve problems.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Documented customer habits and preferences and recommended product and service updates to management.
- Enhanced online presence to take advantage of dynamic conditions and unique platform opportunities.
- Supported key promotions by contacting established and potential customers to discuss offerings.
- Worked independently with minimal supervision.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Set up new customer accounts and updated existing profiles with latest information.
- Adhered to standards of quality and service as well as all compliance requirements.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Attended monthly sales meetings and quarterly sales trainings.
- Liaised between clients and support team to quickly resolve issues.
Billing Customer Service Representative
THE RESULTS COMPANIES (COMCAST)
06.2016 - 03.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 75 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 95%.
Education
Advanced Diploma - Human Resource Planning And Develpoment
Institute of Applied Manpower Research India
12.2012
Bachelor of Arts - Public Administration
University of Jos
05.2010
Skills
- Expense Monitoring
- Project Management
- Contract Processing
- Customer Service
- MS Office
- Strategic Planning
- Budget Development
- Attention to Detail
- Recordkeeping and File Management
- Verbal and Written Communication
- Information Confidentiality
- Work Planning and Prioritization
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Money handling abilities
- Microsoft Excel
- Client Relations
- Microsoft Outlook
- Scheduling
Timeline
Customer Service Representative
Vivint
06.2024 - Current
Customer Service Representative
Costco
01.2024 - 06.2024
Customer Experience Specialist
StubHub Inc.
10.2022 - 06.2023
Administrator
LEARNCONNECT INC
06.2019 - Current
Account Specialist
SYKES ENTERPRISES (CAPITAL ONE BANK)
04.2017 - 06.2019
Billing Customer Service Representative
THE RESULTS COMPANIES (COMCAST)
06.2016 - 03.2017
Advanced Diploma - Human Resource Planning And Develpoment
Institute of Applied Manpower Research India
Bachelor of Arts - Public Administration
University of Jos
Similar Profiles
Jamael BrownJamael Brown
Technical Support Specialist at VivintTechnical Support Specialist at Vivint
Baxter WeyandBaxter Weyand
Home Security Technician at VivintHome Security Technician at Vivint
Nathan LenwaiNathan Lenwai
Sales Representative at VivintSales Representative at Vivint
RYAN NYERYAN NYE
Customer Care Professional, Advanced Billing Department, Inbound Revenue Specialist at VivintCustomer Care Professional, Advanced Billing Department, Inbound Revenue Specialist at Vivint
Jalyn ChandlerJalyn Chandler
Administrative Receptionist at Waite VisionAdministrative Receptionist at Waite Vision