Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Catherine Vopat

Mesa,AZ

Overview

5
5
years of professional experience

Work History

CSR

WTW
Tempe, AZ
09.2023 - Current
  • Provided customer service support to customers over the phone and by email.
  • Resolved customer complaints in a timely manner while maintaining a high level of customer service.
  • Provided customer service support to customers over the phone and by email.
  • Identified customer needs and provided appropriate solutions.
  • Processed orders, forms, applications, and requests.
  • Followed up with customers to ensure their satisfaction.
  • Generated reports on customer inquiries and complaints for management review.
  • Consulted with customers regarding needs and addressed concerns.
  • Educated customers on special pricing opportunities and company offerings.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Processed customer account changes with proprietary software.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Updated system with order specifics and customer details, preferences.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Consulted with customers to resolve service and billing issues.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Made outbound calls to obtain account information.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.

Operations Site Support Lead

Mckesson Cover My Meds
Scottsdale, AZ
10.2019 - 03.2023
  • Assessed, tracked and reported on current site operations and performance metrics.
  • Developed, implemented, monitored and maintained operational procedures for efficient site operations.
  • Took daily attendance
  • Conducted a total of four call scoring assessments per agent on my team a month
  • Provided mid month and end of months stats for agent review. I always add coaching opportunities to this as a learning opportunity. This is a great opportunity to discuss strength and weakness. As well as opportunity for growth in the company.
  • Adherence exceptions
  • Coaching meeting as needed throughout the month

Education

High School Diploma -

Prior Lake High School
Savage, MN
06-2002

Skills

  • Customer Focus
  • Complaint Handling
  • Inbound and Outbound Calling
  • Data Entry
  • Complaint resolution
  • Customer Service
  • Documentation
  • De-Escalation Techniques
  • 10-Key
  • Researching
  • Microsoft Excel
  • Problem-solving abilities
  • Prioritization
  • Spreadsheets
  • Staff Training
  • Call Center Operations
  • Critical Thinking

Accomplishments

  • Operations Support Lead MVP two times. Also CSR MVP twice from 2020-2021.

Timeline

CSR

WTW
09.2023 - Current

Operations Site Support Lead

Mckesson Cover My Meds
10.2019 - 03.2023

High School Diploma -

Prior Lake High School

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Catherine Vopat