Summary
Overview
Work History
Education
Skills
Timeline
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Catrina Randolph

Memphis,TN

Summary

Diligent Customer Service Specialist that brings top skills in customer service, data entry, and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

Overview

18
18
years of professional experience

Work History

Customer Service Team Lead (Hybrid)

FedEx Supply Chain
01.2021 - 11.2024
  • Maintained a customer resolution rate of 95% over my tenure with the company.
  • Upheld quality control policies procedures to increase customer satisfaction
  • Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service
  • Executed on-time and under budget project management to resolve complex issues.
  • Led team management assist cross-functional departments and achieve goals.

Customer Service Specialist (Remote)

National Alliance on Mental Illness NAMI
08.2014 - 12.2020


  • Set attainable daily, weekly, and monthly goals and game plans for the grievance department.
  • Cross-trained new team members, resulting in 30% increase in customer satisfaction ratings from the time I was hired.
  • Engaged with customers through chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.
  • Successfully multitasked while navigating various functions of the companies service management system.

Customer Support Specialist

Hilton Worldwide Hotels
05.2007 - 08.2014
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls, and emails while maintaining excellent call quality standards and adhering to established procedures.
  • Mentored new employees on procedures and policies to maximize team performance.


Education

Business Management

Strayer University
Memphis, TN

Skills

  • CRM Software
  • Call Center Environments
  • Call Documentation
  • Microsoft Office
  • Microsoft Teams
  • Excel Spreadsheet
  • Google Suite
  • 55 wpm Typing Speed
  • Project Management
  • Working efficiently within a remote setting
  • Problem Resolution
  • Issue and Complaint Resolution
  • Call Documentation

Timeline

Customer Service Team Lead (Hybrid)

FedEx Supply Chain
01.2021 - 11.2024

Customer Service Specialist (Remote)

National Alliance on Mental Illness NAMI
08.2014 - 12.2020

Customer Support Specialist

Hilton Worldwide Hotels
05.2007 - 08.2014

Business Management

Strayer University

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Catrina Randolph