Catherine Upthegrove
Elkridge,MD
Summary
With a strong set of problem-solving abilities, a willingness to learn, and excellent communication skills, poised to make a valuable contribution to team success and achieve positive results. Ready to take on new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
19
19
years of professional experience
Work History
Triage Associate
Bread Financial
10.2016 - 11.2024
- Documented solutions to maintain service quality.
- Assessed and documented potential fraud activities in accounts.
- Handled high volume of incoming calls with efficiency and timeliness.
- Employed various systems and applications for data collection, boosting customer satisfaction.
- Proactively targeted accounts exhibiting suspicious activity to prevent financial loss.
- Analyzed case-specific information to deliver precise and efficient resolutions.
- Led efforts in AHA program for new associate orientation.
- Collaborated with team members to organize Pride-related events and initiatives.
- Organized meeting logistics, including time allocation and location arrangements for optimized efficiency.
- Operated as Stretch Lead Intern during the period from August 2018 through February 2019.
- Streamlined statistical updates for improved associate visibility on monthly performance rankings.
- Managed call quality supervision for numerous teams when Supervisors were unavailable.
- Facilitated multiple section meetings.
- Proficient in leading long-call reviews to enhance customer experience.
- Directed conversations to navigate complicated issues.
Shop Manager
R Dog Grooming
06.2013 - 07.2016
- Prepared shop daily to ensure smooth operations.
- Engaged directly with customers to address inquiries and provide support.
- Managed basic bookkeeping duties.
- Managed employee shift allocation.
- Oversaw inventory control processes to maintain optimal stock levels.
General Office Administrator
Hagadone Directories
05.2008 - 12.2009
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Reconciled account files and produced monthly reports.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed and ensured consistent upkeep of lodging arrangements for sales personnel.
- Contributed to research efforts by gathering supplementary data for production.
- Ensured compliance by regularly updating travel sales associates' documentation including licenses, registrations, and insurance.
Shop Manager
Sun on the Run Tanning
09.2005 - 05.2008
- Delivered customer service to existing and new clientele, promoting memberships and products.
- Directed onboarding for new staff members.
- Provided consistent weekly reports to Owner regarding progress.
- Managed day-to-day shop activities, ensuring sales targets were met.
- Oversaw inventory control ensuring timely stock replenishment.
- Optimized display functionality, ensuring improved product visibility and elevated shopping experience.
Education
Communications
North Idaho College
Coeur D'alene, IDSkills
- Triaging
- Management support
- Research
- Preparing reports
- Conflict resolution
- Client relationship management
- Customer interaction
- Complex Problem-solving
- Time management
- Oral communication
- Attention to detail
- Adaptability and flexibility
- Courteous and professional
- Data entry
- Meeting scheduling
- Multitasking and organization
- Customer relationship management (CRM)
- New hire training
- MS office
- Inventory management
- Issue resolution
- Reliable and punctual
- Computer skills
Timeline
Triage Associate
Bread Financial
10.2016 - 11.2024
Shop Manager
R Dog Grooming
06.2013 - 07.2016
General Office Administrator
Hagadone Directories
05.2008 - 12.2009
Shop Manager
Sun on the Run Tanning
09.2005 - 05.2008
Communications
North Idaho College
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