Catherine Whitten
Adaptable Customer Service Specialist
Longwood,FL
You have to be odd to be #1.
Dr. Seuss
Summary
Dynamic and results-driven Customer Service Representative with 10+ years of experience delivering high-impact, multi-channel support across healthcare, tech, and service industries. Resolved 83%+ of issues on first contact, with 91%+ satisfaction scores in high-volume environments.
Overview
11
11
years of professional experience
3
3
Certifications
Work History
Customer Service Representative
ALIGNMENT HEALTH
06.2023 - 04.2024
- Managed 75+ inbound calls daily and scheduled 75+ appointments per week, delivering exceptional customer experiences.
- Maintained 100% HIPAA compliance, fostering patient trust and confidentiality.
- Reduced claim errors by 20% and accelerated approval turnaround by 30% while verifying insurance coverage and benefits.
- Achieved 81% first-contact resolution and 93% positive feedback on customer satisfaction surveys.
Data Entry Specialist
ALORICA
02.2022 - 07.2022
- Entered and maintained 1,500+ records weekly with 99%+ accuracy, supporting team performance targets
- Audited and verified 200+ records weekly, reducing duplication and data degradation by 8% each quarter as compared to the previous fiscal year
- Implemented robust data entry protocols, ensuring quality, accuracy and security of the data, leading to a 39% increase in operational efficiency
Customer Service Specialist
BROADPATH HEALTHCARE SOLUTIONS
08.2021 - 01.2022
- Responded to 65+ inbound calls daily, achieving a 93% first-call resolution rate and reducing repeat inquiries by 24%.
- Managed patient billing, benefits, and account queries with 97% accuracy, ensuring customers received top-tier support.
- Increased resolution rates by 33% and reduced escalations by 29% within the first two quarters.
- Exceeded average handle time, first call resolution, and customer effort scores (KPIs) for three months in a row, becoming a top performer within the team.
Customer Service Specialist
INKTEL CONTACT CENTER SOLUTIONS
12.2020 - 05.2021
- Helped Florida's first vaccination site set up appointments for 301,000 Seminole County residents, to administer the vaccine to 66.1% of the population
- Scheduled 4,500+ COVID-19 vaccination appointments, within the first 6 weeks of vaccination roll out supporting public health efforts and mitigating fear within the community
- Conducted an average of 110 outbound calls for 2nd dose appointments on a daily basis during the 2 week peak for follow-up appointments
- Heightened trust and rapport with the community, resulting in a 21% increase in statewide satisfaction with community services.
Retail Associate >> Operations Manager
BELK
04.2013 - 01.2020
- Led operations across 17 stores, reducing load times by 31% for 11 consecutive quarters and boosting regional sales by 8%.
- Saved 50+ labor hours per month by introducing inventory systems that cut processing time by 30%.
- Reduced stock shrinkage by 15% through improved accountability, process improvement, and cost optimization.
Education
High School Diploma -
Skills
Customer Service
Certification
AI Essentials, Google, In Progress
Community Service
Community Volunteer, SERV (Seminole Education, Restoration & Volunteer Program), 09/01/24, Present
Technology Proficiency
Salesforce, Zendesk, Oracle, SAP, Zoho, Slack, Zoom, Teams, Google Meet, Skype, Microsoft Office 365 (Excel, Word, Outlook), Google Workspace (Docs, Sheets, Drive), OneNote, Dropbox
Languages
English
Native or Bilingual
Interests
Reading
DIY Decor
Equestrianism
Mountain Biking
Accomplishments
CCSM, CCXP, CCSP Certifications
Proofreading/Copyediting Certificate
Microsoft Excel Cerfication
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteImportant To Me
Career advancementWork from home optionCompany CultureWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative - ALIGNMENT HEALTH
06.2023 - 04.2024
Data Entry Specialist - ALORICA
02.2022 - 07.2022
Customer Service Specialist - BROADPATH HEALTHCARE SOLUTIONS
08.2021 - 01.2022
Customer Service Specialist - INKTEL CONTACT CENTER SOLUTIONS
12.2020 - 05.2021
Retail Associate >> Operations Manager - BELK
04.2013 - 01.2020
LYMAN HIGH SCHOOL - High School Diploma,
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