Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Timeline
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Catherine A. Mathis

Avondale Estates,GA

Summary

A highly skilled Customer Service Supervisor with a diversified portfolio, team building, claims processor and over 5+ years management experience in the Natural Gas Industry, Vendor, Copier Equipment Industry, Home Warranty, Financial Planning and Analysis and the Healthcare industry.

Overview

27
27
years of professional experience

Work History

Bus Coordinator - Operations Support

Verizon
Alpharetta, GA
10.2019 - 10.2021
  • Build and maintain customer's contract information for business customers and ensure customer's contract terms are provision in ECPD .
  • Research complex processes, system and/or customer issues to analyze business situations and provide recommendations, incorporating both customer and compliance point of view.
  • Place outbound calls to internal and external customers as required to obtain immediate resolution and/or completion of tasks.
  • Review, research and take action on customer inquiries related to employer discount program, resolving automation errors, escalation support and auditing functions.
  • Met individual monthly statistics month over month with 100% success rate for work orders received and completed.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

Business Coordinator

Indoxtronix International Corporation
Rochester, New York
01.2019 - 10.2021
  • Inspect proof of employment to ensure employer met requirements for discounts.
  • Worked request to ensure each employee discount would apply to end users, new enrollments and validate or re-validate each request per employee.
  • Located company and web address by searching online systems and on world-wide-web to ensure address and company was active and still in existence.
  • Completed 97% of call backs daily.

Supervisor

Aliera Healthcare
Atlanta, GA
02.2018 - 09.2018
  • Supervisor 15-25 customer service associates daily and assisted with new hire training.
  • Provided effective feedback, coached, trained for professional development, wrote corrective action plans and provided yearly review.
  • Handled escalated calls and Monitored calls through – remote and floor monitoring to achieve to achieve monthly goals.
  • Participated in Quality Assurance Calibration meetings monthly and trainers to calibrate calls.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Customer Service and Status Representative

Buyers Protection Group
Alpharetta, GA
01.2016 - 02.2018
  • Answered inbound billing calls, completed request for service calls and answered questions for potential business.
  • Placed work orders efficiently and completed them to its entirety.
  • Negotiated pricing with technicians.
  • Met monthly goals with 97% average time.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
  • Handled 40 - 75 calls daily while working two highest skill set.

Customer Service Representative

AETC
East Point, GA
08.2011 - 01.2016
  • Welcomed incoming passenger to Hartsfield-Jackson airport.
  • Answered questions regarding flight arrival and departure.
  • Assisted TSA with traveler's schedule and departure time daily.
  • Assisted and answered next travel arrangement question based on late flights and escorted customer to airline stations.
  • Assisted non-speaking English customer using translate apps.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Lowered call volume from 80% to 97% using new proficient Quality Assurance Guide.

Customer Service Manager

IKON FINANCIAL SERVICES
Macon, GA
07.2005 - 08.2011
  • Supervised 15-75 employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Followed through with client requests to resolve problems.

Supervisor

Alliance Data Systems
Plano, TX
01.1996 - 07.2005
  • Supervised 15-25 customer service associates daily and assisted with new hire training.
  • Provided effective feedback, coached, trained for professional development, wrote corrective action plans and provided yearly review.
  • Handled escalated calls and Monitored calls daily by remote and floor monitoring to achieve to achieve monthly goals 9.
  • Participated in monthly Quality Assurance Calibration meetings with trainers and sales department to calibrate calls. Assisted training department in welcoming new hire employees and assisted new hire training.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Education

Bachelor of Arts - Journalism

Delaware State University
Dover, DE
05.1993

Skills

  • Scheduling
  • Operations tracking
  • Policy and procedure modification
  • Strategic planning
  • Staff Management
  • Problem Solving
  • Manage Scheduling
  • Detail-Oriented
  • Standard Operating Procedures
  • Workplace Safety
  • Monitoring

Accomplishments

  • Successfully managed Customer Service Department staff of 75.
  • Created Quality Assurance Guide to successfully to aide in customer quality relationship.
  • Trained and promoted 3 supervisor's. Able to achieve expected goal of a 3% Average call handle time from 15% within a year.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Bus Coordinator - Operations Support

Verizon
10.2019 - 10.2021

Business Coordinator

Indoxtronix International Corporation
01.2019 - 10.2021

Supervisor

Aliera Healthcare
02.2018 - 09.2018

Customer Service and Status Representative

Buyers Protection Group
01.2016 - 02.2018

Customer Service Representative

AETC
08.2011 - 01.2016

Customer Service Manager

IKON FINANCIAL SERVICES
07.2005 - 08.2011

Supervisor

Alliance Data Systems
01.1996 - 07.2005

Bachelor of Arts - Journalism

Delaware State University

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Catherine A. Mathis