Summary
Overview
Work History
Education
Skills
Languages
Languages
References
Timeline
Generic
Cathy Gaytan

Cathy Gaytan

Houston,TX

Summary

Focused CS supervisor with over 6 years of success in customer service, 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

7
7
years of professional experience

Work History

Customser Service Supervisor

Triada Health LLC
Houston, TX
05.2021 - Current
  • Leadership experience, taking multiple calls during my shift, and assisting the members with any questions they may have
  • Explaining the policy/benefit
  • Data entry, making spreadsheets, providing claim status, updating accounts, speaking to providers verifying eligibility for patients.
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.

Customser/Sales Service Representative

Iqor
Houston, TX
10.2024 - 05.2020
  • Taking Multiple calls during my shift, and assisting the members on any questions they may have
  • Taking phone payments, and explaining the policy
  • Making Sales.
  • Provided customer service and technical assistance to customers via telephone, email, and chat.
  • Assisted customers with product selection, order placement, billing inquiries, and other sales related issues.
  • Resolved customer complaints in a timely manner by identifying problems, researching solutions, and developing action plans.
  • Communicated product features, benefits, pricing information to customers accurately and professionally.
  • Developed strong relationships with customers through active listening and problem solving techniques.
  • Analyzed customer feedback to identify opportunities for improvement in the customer experience.

Customser Service Representative

Asap Car Insurance
Houston, TX
03.2017 - 12.2018
  • Verify accounts, Taking multiple calls, checking emails, data entry, making copies, faxing, resolving customer complaints, taking payments, and explaining the policy.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Education

High School Diploma -

Elsik High School
05.2016

Skills

  • Collaboration
  • Coaching
  • Data Entry
  • Multitask
  • Processed cash and credit card transactions efficiently and accurately in a fast-paced retail environment
  • Balanced cash register at the end of each shift, ensuring accuracy in monetary transactions
  • Provide exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction
  • Maintain a positive and professional attitude while communicating with customers via phone, email, and chat
  • Provided exceptional customer service by addressing inquiries, resolving issues, and processing orders in a timely manner
  • Achieved and exceeded sales targets by effectively upselling and cross-selling products and services
  • Provided training and ongoing support to ensure staff members were equipped to deliver exceptional customer service
  • Resolved escalated customer issues and complaints in a timely and professional manner
  • Skilled in customer service for 6 years! I'm a very positive-minded person and it has always guided me to a good start I like to be outgoing, doing more than what is expected is always the key to success Dedicated and great work ethic and am ready to start!
  • Performance Evaluations
  • Report Generation
  • Problem-Solving
  • One Call Resolution
  • Complaint resolution
  • Positive and Constructive Feedback
  • Leading Team Meetings
  • Call Center Operations
  • Performance Evaluation

Languages

  • English
  • Spanish

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Customser/Sales Service Representative

Iqor
10.2024 - 05.2020

Customser Service Supervisor

Triada Health LLC
05.2021 - Current

Customser Service Representative

Asap Car Insurance
03.2017 - 12.2018

High School Diploma -

Elsik High School

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Cathy Gaytan