Catherine Roberson
Las Vegas
Summary
Assisted in building strong customer relationships through exceptional service skills. Supported team growth by actively seeking opportunities for learning and development. Contributed experience to enhance company operations while gaining valuable insights from the organization.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Blue Shield of CA Fep
Long Beach, CA
05.2025 - Current
- Addressed member inquiries and resolved issues related to health insurance coverage and claims.
- Analyzed and implemented pricing structures for procedure codes, enhancing billing efficiency and accuracy.
- Monitored customer feedback and addressed concerns to ensure consistent satisfaction.
- Coordinated eligibility assessments and quote generation for service providers.
- Managed the process of sending eligibility letters to members, streamlining member onboarding and support.
Customer Service Representative
NV Energy
Las Vegas, NV
05.2021 - 10.2024
- Oversaw customer inquiries across multiple platforms, ensuring timely and effective communication.
- Oversaw resolution of escalated issues with professionalism, delivering customized solutions.
- Evaluated customer feedback to identify trends and recommend process improvements.
- Guided customers through energy billing issues and educated them on solar energy benefits and services.
CSR2
24-7 Intouch
Las Vegas, NV
02.2020 - 05.2021
- Analyzed user feedback and delivered targeted troubleshooting tips to enhance overall experience.
- Tracked and evaluated agent performance against established company policies and objectives.
- Directed escalated call handling processes to ensure comprehensive and satisfactory resolution of customer concerns.
- Provided regular updates to supervisors and management on current issues and challenges to ensure informed decision-making.
Customer Service Representative
24-7 Intouch
Las Vegas, NV
01.2019 - 02.2020
- Facilitated customer order placement to ensure timely fulfillment.
- Resolved customer concerns through effective call de-escalation techniques.
- Monitored and managed order tracking processes.
Office Clerk
BRADY LINEN SERVICES
Las Vegas, NV
01.2017 - 12.2018
- Generated and processed invoices for hotel laundry services.
- Organized and filed paperwork to ensure efficient document management.
- Managed incoming calls and provided timely email responses to support team operations. Assisted in maintaining effective communication channels by handling phone inquiries and email correspondence. Facilitated smooth office communication by answering phones and responding to emails promptly.
- Facilitated distribution of essential paperwork to drivers for efficient route execution.
Education
Associate of Science - Criminal Justice
Northwest Career College
Las Vegas, NV05.2023
High school or equivalent -
Desert Winds High School
Lancaster, CA01.2016
Skills
- Facilitated positive customer experiences through effective communication and problem-solving skills
- Maintained reliable and timely attendance to support team productivity and collaboration
- Maintained a courteous and professional demeanor to enhance client relations
- Demonstrated excellent telephone etiquette to enhance customer interactions
- Utilized strong organizational skills to prioritize and execute various responsibilities simultaneously
- Executed accurate typing and keyboarding tasks to enhance productivity and efficiency
- Oversaw document preparation using Microsoft Word to enhance communication Guided team members in utilizing Internet Explorer for effective online research
- Coordinated and structured resources to support project execution
- Adapted quickly to new challenges and technologies to enhance team performance
Additional Information
- Willing to relocate: Anywhere
- Authorized to work in the US for any employer
Timeline
Customer Service Representative
Blue Shield of CA Fep
05.2025 - Current
Customer Service Representative
NV Energy
05.2021 - 10.2024
CSR2
24-7 Intouch
02.2020 - 05.2021
Customer Service Representative
24-7 Intouch
01.2019 - 02.2020
Office Clerk
BRADY LINEN SERVICES
01.2017 - 12.2018
Associate of Science - Criminal Justice
Northwest Career College
High school or equivalent -
Desert Winds High School