Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kate Black

Davenport,Iowa

Summary

Adaptable and enterprising with solid industry background and proven expertise in building and leading successful teams. Talented problem-solver ready to back up fellow employees at any time.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Shift Lead

Family Resources
Davenport, IA
07.2021 - Current
  • Trained and mentored new employees to maximize team performance.
  • Responded to and resolved clients questions and concerns.
  • Kept employees operating productively and working on task to meet business and clients needs.
  • Maintained safe working environment by observing safety procedures, policies and regulations.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Ran and Overseen groups (Therapy, Arts & Crafts, Cooking, Social Skills, and BHIS)
  • De-escalated high risk situations.

Customer Service Representative

Alorica
Davenport, IA
01.2015 - 06.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Investigated and resolved customer inquiries and complaints quickly.

Education

GED -

Eastern Iowa Community College District
Davenport, IA
10.2014

Skills

  • Operation Monitoring
  • Corrective Actions
  • Safe Work Practices
  • Scheduling and Coordinating
  • Employee Coaching and Motivation
  • Customer Data Confidentiality
  • Order and Refund Processing
  • Calm and Professional Under Pressure
  • Issue and Complaint Resolution
  • Responding to Difficult Customers
  • Efficient and Detail-Oriented
  • Upbeat and Positive Personality
  • Data Entry and Maintenance
  • Cash Register Operations
  • Customer Inquiry Response Answering Emails
  • Live chat Messaging
  • Critical Thinking

Certification

  • Eastern Iowa Community College Training: 10/19/2021 - 10/26/2021

Timeline

Shift Lead

Family Resources
07.2021 - Current

Customer Service Representative

Alorica
01.2015 - 06.2021

GED -

Eastern Iowa Community College District

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Kate Black