Detail-oriented Customer Support Representative with over 10 years of experience, 7 years in a call center environment. Problem solver who seeks to promote customer satisfaction by resolving concerns and answering questions. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to customers' needs.
Hi, I’m
Katrina D. Purcell
Hutto,United States
Summary
Overview
16
years of professional experience
Work History
Harte Hanks Inc
Customer Support Representative - (HBO) Max
12.2019 - Current
Job overview
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Connected with customers and fellow agents to address questions and resolve issues through phone, chat, and email.
Harte Hanks Inc
Customer Service/Technical Support Agent - FedEx
03.2019 - 12.2019
Job overview
- Responded to customer inquiries and provided technical assistance over phone
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
International Student Exchange
Area Representative - Central Texas
08.2018 - 05.2019
Job overview
- Recruited volunteer host families for exchange students
- Organized booth setup and design for marketing events and liaised with the coordinators of said events.
Pizza Hut Wells Branch
Delivery Driver
08.2018 - 03.2019
Job overview
- Assisted customers with ordering, use of coupons, and resolving complaints.
- Completed on-time deliveries by choosing best and most efficient routes.
- Collected payment for orders and provided customers with receipt copies to establish proof of transaction.
- Collaborated with team members and contributed to team efforts by supporting other workstations during shift.
- Processed payments by accepting cash, checks and credit and debit card payments.
Harte Hanks Inc
Software Solutions Consultant Special Projects
10.2017 - 07.2018
Job overview
- Assisted in the removal of hardware from various locations
- Managed a fluctuating workload of various tasks, including database conversions and customer interactions, while also maintaining some aspects of previous role
- Increased productivity by collaborating with management to develop process improvements and training documents
Harte Hanks Inc
FedEx Software Solutions Consultant / Customer Trainer
08.2015 - 07.2018
Job overview
- Remotely trained customers across the US on a variety of FedEx automation solutions, including the installation and use of software programs
- Aided customers in navigating and troubleshooting said solutions
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Mentored and aided new hires
- Maintained courtesy and professionalism in communications with customers and coworkers on both inbound and outbound calls
- Liaised with account executives to find and provide the best solution
Joann Fabric and Craft
Team member
01.2015 - 10.2016
Job overview
- Provided excellent customer service, including de-escalating customer conflicts
- Handled cash and credit transactions
- Worked different stations to provide optimal coverage and meet production goals.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Organized and recovered shelves, put away returns and cleaned spills and messes to maintain high standards throughout sales floor.
- Assisted customers with merchandise by answering product-related questions to guide customers through buying process.
Bridgeton School
Foreign Teacher
04.2014 - 09.2014
Job overview
- Prepared and taught English lessons to Cambodian children and young adults aged 5-24
- Developed course curriculum, lesson plans and supplemental materials to support student success.
Jumpstreet
Cashier
05.2012 - 03.2014
Job overview
- Performed cash, card and check transactions to complete customer purchases.
- Helped maintain guest safety and improve customer satisfaction.
- Learned duties for various positions and provided backup at key times.
- Worked flexible schedule and extra shifts to meet business needs.
Texas Twister & Co
Balloon Twister & Face Painter
05.2007 - 03.2014
Job overview
- Provided quality balloon and face-painting entertainment to a wide variety of people at various events.
- Communicated with guests clearly and with good humor to encourage laughter and excitement.
- Collaborated with other entertainers to create memorable experiences.
Education
Westwood High School
High School Diploma
2010
University Overview
- GPA: 3.1
- Completed AP courses in English, Government, and Macroeconomics
- Relevant Coursework: Image Management, Web Designs and Layouts, and Intermediate Spanish
Dallas Christian College
Some College (No Degree) from Worship Arts
University Overview
Skills
- Social Perceptiveness
- Office Equipment Proficiency
- Trained in Salesforce and Oracle PeopleSoft
- Issue, Complaint, and Conflict Resolution
- Active Listening and Accurate Documentation
- Google Docs
Timeline
Customer Support Representative - (HBO) Max
Harte Hanks Inc
12.2019 - Current
Customer Service/Technical Support Agent - FedEx
Harte Hanks Inc
03.2019 - 12.2019
Area Representative - Central Texas
International Student Exchange
08.2018 - 05.2019
Delivery Driver
Pizza Hut Wells Branch
08.2018 - 03.2019
Software Solutions Consultant Special Projects
Harte Hanks Inc
10.2017 - 07.2018
FedEx Software Solutions Consultant / Customer Trainer
Harte Hanks Inc
08.2015 - 07.2018
Team member
Joann Fabric and Craft
01.2015 - 10.2016
Foreign Teacher
Bridgeton School
04.2014 - 09.2014
Cashier
Jumpstreet
05.2012 - 03.2014
Balloon Twister & Face Painter
Texas Twister & Co
05.2007 - 03.2014
Westwood High School
High School Diploma
Dallas Christian College
Some College (No Degree) from Worship Arts
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