Catrina Campbell
Oxford,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Analyst II
Mutual Of Omaha Insurance Company
Remote
08.2022 - Current
- Provided exceptional customer service by promptly addressing inquiries from policyholders, agents, and other stakeholders regarding the status of their claims.
- Participated in ongoing training programs to stay current on industry developments and maintain a strong understanding of relevant laws and regulations affecting the claims process.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
HR Recruiter
ADUSA
Butner, NC
06.2021 - 07.2022
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
- Developed recruiting strategies to identify qualified candidates and build network.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
Remote Call Center Supervisor
Charter Communications, Spectrum
Morrisville, NC
09.2018 - 06.2021
- Managed and monitored employee performance and support while working remotely
- Heavy call monitoring and daily coaching
- Performed outbound calls to agents and or customers for additional assistance
- Weekly meetings addressing performance achievements and opportunities
- Encouraged employee achievements and superior service
- Manage the work force in a positive, open communication environment
- Prepare and submit performance reports
- Weekly/Daily reporting
- Performed one on one weekly coaching sessions implementing any new procedures
- Utilized several internal systems to manage team performance in real time.
Store Manager
Hibbett Sporting Goods
Oxford, NC
09.2015 - 09.2018
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Supervised guests at front counter, answering questions regarding products.
Call Center Customer Service Representative
Conduent
Henderson, NC
05.2012 - 09.2015
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
GED -
Vance Granville Community College
Henderson, NCSkills
- Skills & Abilities
- Decision Making
- Prioritizing Work
- Employee Relations
- Coaching
- Conducting Interviews
- Reliable and punctual
- Goal orientated
- Leadership
- Team building & Client building
- Computer knowledge with various software and or operating systems
- Microsoft suite
- Public Speaking
- Medical Terminology
- Medical Benefits knowledge
- HIPPA Compliance
- Microsoft Teams
- Medical Front and Back office
- Data entry
- Claims
Timeline
Customer Service Analyst II
Mutual Of Omaha Insurance Company
08.2022 - Current
HR Recruiter
ADUSA
06.2021 - 07.2022
Remote Call Center Supervisor
Charter Communications, Spectrum
09.2018 - 06.2021
Store Manager
Hibbett Sporting Goods
09.2015 - 09.2018
Call Center Customer Service Representative
Conduent
05.2012 - 09.2015
GED -
Vance Granville Community College