Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kate Haynes

Buckeye,AZ

Summary

Dynamic Concierge Team Lead with a background in cyber insurance, adept at leading team to deliver exceptional client service. Ability to manage complex client interactions and assist stakeholders with navigating insurance policies. Skilled in fostering strong relationships with stakeholders, optimizing operational processes, and driving team performance to meet strategic objectives. Experienced in handling escalated issues with professionalism and efficiency, contributing to overall client satisfaction.

Overview

17
17
years of professional experience

Work History

Team Lead, Concierge Specialist

Cowbell Cyber
06.2022 - Current
  • Currently oversee the Concierge Specialists team, ensuring exceptional service delivery to Cowbell stakeholders
  • Support the development and implementation of client service protocols to maintain consistent excellence and adherence to company policies and OKRs.
  • Efficiently and comprehensively handle Agent and Insured inquiries via phone, chat, and email.
  • Execute tasks involved in ensuring compliance with Cowbell's policies and procedures.
  • Managing precise accounting processes for partner agents and brokers; liaising with external partners regarding accounting requirements.
  • Enable stakeholders to access and engage with the Cowbell platform and products.
  • Dedicated to delivering excellent customer service in every aspect of my role.
  • Proactively driven by results, with a strong initiative to solve problems swiftly and energetically.
  • Provide assistance with all support requirements and escalate as necessary.
  • Receive and process cancellation requests.
  • Receive and process Broker of Record changes.
  • Support various billing responsibilities, including issuing commission statements and invoices, investigating discrepancies, and processing payments.
  • Support and educate stakeholders in navigating the Cowbell platform.
  • Conduct follow-ups with brokers to ensure signed applications are obtained for policy issuance for prime 100 binders.
  • Provide loss run reports to Brokers when requested.
  • Analyzed stakeholder feedback and operational metrics to identify opportunities for process improvements and implement changes that reduce response times.
  • Managed escalations and resolved complex client issues promptly and effectively, maintaining a high level of client retention and loyalty.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Collaborate effectively with other departments to expedite project and task completion.

Covid Lab Technician

CleanQuest
02.2021 - 06.2021
  • Explained procedures to patients to decrease anxieties and increase patient cooperation
  • Answered phone calls and assisted patients with any questions and concerns. Also assisted patients in booking appointments at facility
  • Communicated clearly and effectively with patients to verify information and determine reason for visit
  • Performed COVID-19 rapid antigen nasopharyngeal test on patients
  • Identified test discrepancies
  • Collaborated with administrative personnel support to maintain patient-focused, engaging, and compassionate environment
  • Collected and processed 50-100 swabs per day.
  • Trained new laboratory personnel to apply proper laboratory techniques and best practices.
  • Prepared samples for analysis by performing complex sample preparation tasks.
  • Provided support and guidance to junior lab staff.
  • Adhered to laboratory safety procedures to maintain compliance with quality control standards.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Trained and supervised junior technicians in laboratory protocols.
  • Performed testing and quality control using approved laboratory procedures and instrumentation.
  • Processed patient specimens according to priority and documented results.
  • Maintained safe, tidy and organized laboratory environment for accurate test results.
  • Recorded and analyzed data to produce reports of results.
  • Maintained documentation on tests performed in lab.

CLERICAL CLINISTICS TECHNICIAN

Employnet
01.2021 - 06.2021
  • Patient registration and check in
  • Traveled to various locations assigned by Employnet throughout Southern
  • California
  • Facilitate Vault healthcare saliva PCR test administration
  • Vault healthcare saliva PCR test collection
  • Actively guide patients through saliva specimen collection, capping of test tube and inserting into bio bag, and sanitization of bio bag
  • Package all collected specimens into an overnight clinical lab bag and drop off to send out to the Vault lab via UPS shipping
  • Provide on site temperature screenings
  • Provide complete workstation sanitization
  • Supervise that patients log out of vault healthcare form after testing to ensure HIPAA guidelines are met in the testing area
  • Ensure that all individuals are practicing safety guidelines and social distancing while in the active Covid testing area.

CLEANER

ECONO GREEN CLEANING
05.2016 - 06.2021
  • Properly use general cleaning chemicals and equipment
  • Specialize in move out/move in residential cleanings but also complete routine residential and office cleanings
  • Remain up to date on education of green cleaning products and educate customers on products used
  • Used organic-based chemicals to disinfect floors, counters and furniture.
  • Sweep, mop, scrub, and vacuum all floors
  • Dust all household surfaces and wipe down to sanitize
  • Wipe, scrub, and sanitize all bathroom surfaces
  • Wash all windows and doors, and take out all trash
  • Demonstrate the ability to work independently
  • Self-disciplined, hard worker and organized
  • Maintained excellent customer service skills by completing walk through with clients after the job was done to ensure quality was up to the customer standards.
  • Maintained optimal supply levels to meet daily and special cleaning needs.
  • Used time management and efficient cleaning methods to meet deadlines.

SERVER/Lead Bartender

Filippi's Pizza Grotto
05.2007 - 04.2021
  • Took customer orders and capitalized on opportunities to sell special beverage and food options.
  • Served high customer volumes during special events, nights, and weekends.
  • Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Explained daily specials and beverage promotions to exceed daily sales goals.
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Followed strict recipes and drink measurements to minimize product used.
  • Closed out cash register and prepared cashier report at close of business.
  • Obtained cash bank and stocked service bar to prepare for operation.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.

COLLECTIONS CALL CENTER REPRESENTATIVE

MB&B ASSOCIATES
10.2019 - 04.2020
  • Main duty was communicating with debtor's via telephone communication to collect payment on debts
  • Accessed multiple databases and pulled various reports to locate debtor personal information
  • Entered client details and notes into system for interdepartmental access and review.
  • Researched and processed high volumes of information to maintain accurate debtor addresses and phone numbers to support debt recovery efforts.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.

LEAD SERVER

THE FIELDHOUSE
11.2017 - 03.2019
  • Assigned tasks and shifts to servers to manage organized schedules and provide adequate coverage.
  • Addressed and resolved customer complaints and issues to increase satisfaction and establish trust.
  • Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
  • Increased sales significantly by upselling higher-end products to customers.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Oversaw daily operations of service team, delegated tasks, and trained new staff.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Maintained clean and organized dining area to create pleasant and welcoming atmosphere for customers.

Education

GENERAL - SKILLS

CHAFFEY COLLEGE

Certified Dysrhythmia Monitor Technician - certified in -

Certified in Basic Life Support (BLS) -

Certified in Acute Cardiac Life Support (ACLS -

BACHELOR'S DEGREE - REGISTERED NURSING

CALIFORNIA BAPTIST UNIVERSITY
12.2016

Skills

  • Leadership and Team Management
  • Stakeholder Relationship Management
  • Attention to Detail and Accuracy
  • Skilled in adapting to various situations and accommodating diverse requests
  • Problem-solving and Decision-Making
  • Communication and Interpersonal Skills

Timeline

Team Lead, Concierge Specialist

Cowbell Cyber
06.2022 - Current

Covid Lab Technician

CleanQuest
02.2021 - 06.2021

CLERICAL CLINISTICS TECHNICIAN

Employnet
01.2021 - 06.2021

COLLECTIONS CALL CENTER REPRESENTATIVE

MB&B ASSOCIATES
10.2019 - 04.2020

LEAD SERVER

THE FIELDHOUSE
11.2017 - 03.2019

CLEANER

ECONO GREEN CLEANING
05.2016 - 06.2021

SERVER/Lead Bartender

Filippi's Pizza Grotto
05.2007 - 04.2021

GENERAL - SKILLS

CHAFFEY COLLEGE

Certified Dysrhythmia Monitor Technician - certified in -

Certified in Basic Life Support (BLS) -

Certified in Acute Cardiac Life Support (ACLS -

BACHELOR'S DEGREE - REGISTERED NURSING

CALIFORNIA BAPTIST UNIVERSITY

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Kate Haynes