Katherine Dunn
Pittsford,NY
Summary
Position Sr Service Desk Agent
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
22
22
years of professional experience
Work History
Call Center Representative
Unisys
Rochester, NY
10.2008 - Current
- In the years that I have worked for Unisys i have worked on several queues. In each of the roles, I have analyzed, documented, and resolved issues in high volume queues with an average First Call Fix (FCF) of 96%.
- M&T Bank Technical Support Representative 9/2015 - Present
- Blackrock Technical Support Representative 4/2015 – 9/2015
- AARP Technical Support Representative 8/2011 – 4/2015
- Capital One Technical Support Representative 10/2008 – 8/2011
- Supported agents in a Team Lead role with troubleshooting documentation and reviewed escalations for accuracy and approval.
- Developed training materials based on research and updated processes to effectively train incoming agents on ticketing systems and queue operations.
- Actively worked live chats through the Bold Chat application. Monitored incoming emails. Created tickets from emails and followed up with agents until a resolution.
- Quality Assurance (QA) coach accountable for analyzing agent calls and related tickets and provided constructive feedback to agents
- Produced a defect report per manager and utilized the report to coach agents. The report showed agents where improvements were required.
- Collaborated with technical writers on updating processes or new information to Helpfile.
- Worked with management to create morale building activities.
- Worked with Level 2 agents to work outstanding tickets.
- Managed high-volume inbound calls, resolving customer inquiries with accurate, professional support.
- Logged incidents and service requests in ticketing systems, ensuring complete case documentation.
- Diagnosed basic technical issues, guided customers through approved troubleshooting steps, and escalated complex cases.
- Monitored call queues and prioritized requests to support service-level commitments and response standards.
- Updated customer records in CRM platforms, maintaining data accuracy and account continuity.
- Coordinated with support teams to transfer urgent issues and accelerate resolution workflows.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Streamlined call flow processes for faster response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Internship/Consultant
Seneca Falls School District
Seneca Falls, NY
01.2006 - 01.2007
- Worked in a timely manner with capable knowledge of PC operations; addressed questions and performed analysis to determine and document resolutions and compatibility of software. Collected information from users to troubleshoot technical issues. to diagnose, resolve and document helpdesk resolutions. Install applications, Software updates. Test new software; work with vendors to resolve issues. Modify MS Office Suite, Photoshop and Illustrator. Installed and configured stand-alone and network printers along with other peripheral devices to enhance operational capabilities.
Computer Teacher
Williamson BOCES
Williamson, NY
01.2005 - 09.2005
- Resolved program-wide issues with MAC and PC systems, enhancing overall user experience. Developed and integrated comprehensive computer curriculum for K-12 classrooms, enriching student learning. Conducted 21 classes weekly and Staff training as needed. Prioritized schedule to meet demanding workload, support staff with documented user manuals and worked with outside vendors to publish yearbook.
- 1/2003 – 8/2003
- Developed computer literacy lessons aligned with district technology curriculum and student skill levels.
- Instructed students in word processing, spreadsheets, presentations, and internet safety practices.
- Differentiated instruction for varied learning needs using assistive technology and adaptive software.
Education
AAS - Information Technology
Finger Lakes Community College
01-2007
AS - Business Administration
Monroe Community College
01-1984
Skills
- 17 years of call center experience
- Trained team members routinely on processes and documentation accuracy
- Developed various training materials and incorporated them into the Help File
- Experience in Remedy, HPSM, SM9 and Service now ticketing systems
- Problem-solving skills
- Customer support
- Customer service
- Call center customer service
Timeline
Call Center Representative
Unisys
10.2008 - Current
Internship/Consultant
Seneca Falls School District
01.2006 - 01.2007
Computer Teacher
Williamson BOCES
01.2005 - 09.2005
AS - Business Administration
Monroe Community College
AAS - Information Technology
Finger Lakes Community College