Catherine Schaurer
Mauldin,SC
Summary
Focused Customer Service Supervisor with over 20 years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
20
20
years of professional experience
Work History
Bingo Caller/Runner
Mr. Bingo Greer
Greer
03.2023 - Current
- Collaborated with staff to coordinate gaming experience.
- Verified winning cards and adhered to prize structures for accurate payouts.
- Assisted bingo callers by providing support with managing tickets, cards, and money.
- Enhanced customer satisfaction by effectively communicating game rules and instructions.
Customer Service Representative
Verizon Wireless
Mauldin, SC
05.2004 - 08.2023
- Enhanced customer satisfaction through proactive approaches to understanding and addressing their needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided exceptional customer service by actively listening to and addressing customer concerns with empathy and efficiently resolving problems.
- Built strong relationships with clients, consistently surpassing service standards.
- Attended team meetings and training sessions to stay updated on product updates and changes.
- Responded to customer requests, providing high-quality assistance and personalized suggestions to meet specific requirements.
- Participated in cross-functional initiatives focused on enhancing business operations and increasing customer satisfaction.
WorkFlow Professional Analyst
Verizon Wireless
Mauldin, SC
10.2022 - 04.2023
- Updated daily employee schedules with exception updates.
- Conducted comprehensive audits to verify accurate allocation of paid sick time for employees.
- Ensured workplace accommodation updates in all systems.
- Ensured compliance and filing requirements were monitored in collaboration with staff and management.
- Achieved effective communication through strong verbal and written skills.
- Proficient in working independently and as part of a team.
- Demonstrated ability to thrive in high-pressure situations and meet tight deadlines.
Leave of Absence Coordinator
Verizon Wireless
Mauldin, SC
06.2021 - 04.2022
- Maintained employee leave records and ensured proper payment adjustments were made according to company policy.
- Managed short-term and long-term disability benefits administration, ensuring timely processing of claims by coordinating with insurance providers.
- Coordinated smooth transitions for employees coming back from extended leaves, ensuring necessary accommodations were made.
- Assisted with regular leave record audits, identifying and correcting discrepancies to ensure accurate data.
Supervisor National Accessibility Customer Service Team
Verizon Wireless
Mauldin, SC
11.2020 - 06.2021
- Oversaw the national accessibility customer service team, who work with the different ability customers.
- Coached and developed 17 representative teams to maintain superior customer quality assurance levels.
- Processed team payroll with precise accuracy and timeliness.
- Demonstrated strong leadership and problem-solving abilities to optimize team efficiency and streamline workflows.
- Conducted performance evaluations and provided targeted coaching to enhance specific areas for improvement.
- Ensured compliance with company manual's rules and regulations, promoting clear and consistent expectations.
- Monitored workflow to enhance employee time management and boost productivity.
- Enhanced staff skills through targeted training programs, yielding improved performance and career advancement prospects.
- Collaborated with staff to meet and exceed established targets.
- Enhanced customer satisfaction through timely response to inquiries, resolution of concerns, and implementation of effective solutions.
- Demonstrated commitment to organization's core values, fostering excellence through leading by example and creating a culture of excellence.
- Highly self-motivated and accountable for personal actions.
Customer Service Representative
Verizon Wireless
Mauldin, SC
09.2020 - 11.2020
- Enhanced customer satisfaction by implementing proactive strategies to meet customer needs and resolve concerns.
- Achieved customer call guidelines for service levels, handle time and productivity.
- Addressed customer concerns, demonstrated empathy, and swiftly resolved problems to enhance customer experience.
- Built and nurtured strong client relationships, exceeding service standard goals, recognized for empathy.
- Informed of product updates and changes by actively participating in team meetings and training sessions.
- Provided exceptional customer support by addressing inquiries and offering tailored recommendations.
- Collaborated on cross-functional projects to optimize business operations and elevate customer satisfaction.
Acting Supervisor in Customer Service
Verizon Wireless
Mauldin, SC
02.2020 - 06.2020
- Coached and developed teams of 12 representatives to meet or exceed company standards for internal and external customer quality assurance.
- Processed team payroll accurately and timely.
- Applied strong leadership talents and problem-solving skills to enhance team efficiency and streamline workflows.
- Evaluated employee performance, providing coaching and training to enhance proficiency in weak areas.
- Enforced regulations outlined in company manual to set forth expectations clearly and consistently.
- Monitored workflow to enhance employee time management and boost productivity.
- Enhanced staff skills via targeted training initiatives, leading to advanced performance and expanded career prospects.
- Collaborated with team members to exceed set objectives.
- Enhanced customer satisfaction by promptly responding to inquiries, addressing concerns, and implementing effective solutions.
- Demonstrated commitment to organizational core values, leading by example and fostering a culture of excellence.
- Motivated and personally responsible professional.
Customer Service Representative
Verizon Wireless
Greenville, SC
05.2019 - 01.2020
- Ensured customer satisfaction by implementing innovative strategies to address needs and resolve concerns.
- Achieved customer call guidelines for service levels, handle time and productivity.
- Addressed customer concerns, demonstrated empathy, and resolved problems swiftly.
- Developed strong and empathetic client relationships, consistently surpassing service standard goals.
- Attended team meetings and training sessions to stay updated on product changes.
- Provided exceptional customer support and customized recommendations to meet requests.
- Participated in cross-functional initiatives to enhance business operations and customer satisfaction.
Inside Sales Representative
Verizon Wireless
Greenville, SC
03.2019 - 05.2019
- Demonstrated exceptional consultative selling skills to identify customer needs, provide effective solutions, and address objections.
- Stayed updated on marketplace changes.
- Expanded product knowledge to optimize customer service and sales performance.
Coordinator Social Media for Inside Sales
Verizon Wireless
Greenville, SC
02.2017 - 02.2019
- Enhanced customer satisfaction by promptly addressing inquiries and concerns through social media platforms.
- Interacted with fans and clients to enhance brand identification by leveraging positive posts and feedback.
- Collaborated on Digital Virtual Store for 50% of the time, doing a live stream on the website to answer questions in real time for current customers and potential new customers.
- Collaborated with department managers to determine staffing requirements and present potential candidates.
Supervisor in Customer Service
Verizon Wireless
Rochester, NY
05.2008 - 01.2017
- Implemented coaching and development strategies for teams of 12 representatives to consistently exceed customer quality assurance standards.
- Led team to achieve satisfaction surveys of 95%+.
- Ensured accurate and timely processing of team payroll.
- Applied strong leadership talents and problem-solving skills to optimize team efficiency and streamline workflows.
- Evaluated and coached employees to enhance performance in weak areas.
- Enforced rules and regulations from company manual to establish clear and consistent expectations.
- Monitored workflow, enhancing employee time management and boosting productivity.
- Facilitated targeted training programs to develop staff skills, resulting in enhanced performance and career growth opportunities.
- Collaborated with staff to meet and exceed established targets.
- Enhanced customer satisfaction through prompt response to inquiries, resolving concerns, and implementing effective solutions.
- Managed multiple projects showcasing strong organizational and time management skills.
- Demonstrated exceptional verbal and written communication abilities.
- Demonstrated self-motivation and a strong sense of personal responsibility.
- Conducted interviews to evaluate applicants' knowledge, skills, experience and aptitudes.
Customer Service Representative
Verizon Wireless
Rochester, NY
05.2004 - 05.2008
- Maximized customer satisfaction through implementing proactive strategies that effectively addressed customer needs and resolved concerns.
- Consistently achieved customer call guidelines for service levels, handle time, and productivity.
- Demonstrated superior customer service skills by addressing customer concerns, showing empathy, and swiftly resolving issues.
- Developed strong and empathetic client relationships, consistently exceeding service standard goals.
- Attended regular team meetings and training sessions to stay up-to-date with product updates and changes.
- Provided exceptional customer support by responding promptly to inquiries and offering customized recommendations.
- Contributed to cross-functional initiatives to enhance business operations and customer satisfaction.
Education
Associates of Applied Science, AAS - Substance Abuse
Finger Lakes Community College
Bachelor of Business Administration - Human Resources Human Resources
Strayer University
Skills
- Staff Training
- Time Management
- Performance Improvement
- Talent Allocation
- Performance Evaluations
- Payroll Administration
- Call Monitoring
- Customer Relations
- New Hire Training
- Workforce Management
- Quality Assurance
- Relationship Building
- Team Building and Leadership
- Customer Service
- Microsoft Office
Timeline
Bingo Caller/Runner
Mr. Bingo Greer
03.2023 - Current
WorkFlow Professional Analyst
Verizon Wireless
10.2022 - 04.2023
Leave of Absence Coordinator
Verizon Wireless
06.2021 - 04.2022
Supervisor National Accessibility Customer Service Team
Verizon Wireless
11.2020 - 06.2021
Customer Service Representative
Verizon Wireless
09.2020 - 11.2020
Acting Supervisor in Customer Service
Verizon Wireless
02.2020 - 06.2020
Customer Service Representative
Verizon Wireless
05.2019 - 01.2020
Inside Sales Representative
Verizon Wireless
03.2019 - 05.2019
Coordinator Social Media for Inside Sales
Verizon Wireless
02.2017 - 02.2019
Supervisor in Customer Service
Verizon Wireless
05.2008 - 01.2017
Customer Service Representative
Verizon Wireless
05.2004 - 08.2023
Customer Service Representative
Verizon Wireless
05.2004 - 05.2008
Associates of Applied Science, AAS - Substance Abuse
Finger Lakes Community College
Bachelor of Business Administration - Human Resources Human Resources
Strayer University
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