Cathy Keen
Indianapolis,IN
Summary
Dedicated customer service professional with proven skills in conflict resolution and process improvement. Committed to enhancing customer satisfaction and fostering strong relationships.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Community Hospital North
Indianapolis, IN
09.2019 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Built strong customer relationships through attentive service, fostering repeat business.
- Provided personalized support to cultivate customer relationships and enhance satisfaction. with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Managed incoming calls to ensure effective communication and service delivery. and directed them to appropriate departments effectively.
- Facilitated patient appointments and inquiries at Community Hospital North.
- Managed patient records using electronic health record systems efficiently.
- Collaborated with medical staff to promptly resolve patient issues.
- Developed positive relationships with customers through friendly interactions.
Customer Service Supervisor
Republic Services
Indianapolis, IN
03.2014 - 07.2019
- Supervised daily operations of customer service team.
- Managed staffing schedules and assigned tasks effectively.
- Trained new employees on company policies and procedures.
- Resolved customer complaints and escalated issues when required.
- Monitored service quality to maintain compliance with standards.
- Conducted performance reviews and provided constructive feedback.
- Implemented process improvements to enhance team efficiency.
- Collaborated with other departments to ensure seamless service delivery.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Evaluated employee job performance and motivated staff to improve productivity.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Compiled detailed reports on customer service activities for management review. on daily, weekly, monthly basis related to customer service activities.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Monitored phone calls to promote better service and provide feedback.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Recruited qualified personnel when needed for open positions within the department.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Delegated work to staff, setting priorities and goals.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
Customer Service Representative
Eskenazi Health-Midtown Mental Health
Indianapolis, IN
05.2010 - 07.2014
- Handled incoming calls, directing them to appropriate departments to ensure timely assistance.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained a calm environment during high-stress situations, supporting both patients and staff.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Trained new team members on customer service protocols and systems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Collaborated with medical staff to resolve patient issues promptly.
- Facilitated communication between patients and healthcare providers smoothly.
- Managed patient records using electronic health record systems efficiently.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Educated patients about hospital services and insurance processes clearly.
- Built positive relationships with customers through consistent and friendly interactions. with customers through friendly interactions.
- Built positive relationships with customers through consistent and friendly interactions. with customers through friendly interactions.
Education
GED -
Taylor Jr/SR High School
Kokomo, IN05-1983
Skills
- Customer relationship management
- Customer relationship management management
- Complaint resolution
- Patient scheduling
- Customer issue resolution
- Process improvement
- Effective communication
- Verbal and written communication
- Team coordination
- Team collaboration
- Problem solving
- Customer support software
- Time management
- Staff onboarding
Timeline
Customer Service Representative
Community Hospital North
09.2019 - Current
Customer Service Supervisor
Republic Services
03.2014 - 07.2019
Customer Service Representative
Eskenazi Health-Midtown Mental Health
05.2010 - 07.2014
GED -
Taylor Jr/SR High School