Katerina Breza
Allen
Summary
Dynamic senior manager with extensive experience in optimizing workflows and enhancing customer service. Successfully implemented key metrics and training programs, leading to significant improvements in response times and customer satisfaction. Results-oriented Senior Manager with expertise in process improvement and team leadership. Known for enhancing workflow efficiency and achieving a 20% increase in data accuracy, driving customer satisfaction through effective cross-functional collaboration.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Manager Acclarent Accounts Receivables and
Solugenix
Brea
04.2023 - 07.2025
- Executed reconciliations for over 500 internal accounting records monthly, researching and resolving variances, resulting in a 20% increase in data accuracy and streamlined reporting processes.
- Drove the enhancement of customer service policies and initiatives, mentoring and empowering leadership, and agents to deliver exceptional service. Championed the creation of streamlined workflows, boosting service quality, and customer satisfaction by 20%. Developed and implemented key service metrics to refine processes, leading to a 15% reduction in response time. Collaborated across departments to ensure the customer service team was ready for future product launches, resulting in seamless transitions, and heightened support capabilities.
- Implemented process improvements to enhance team productivity and workflow effectiveness.
- Mentored junior staff, providing guidance on best practices and professional development.
- Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
Associate Manager Customer Service Mentor & Acclar
Solugenix
Brea
01.2019 - 04.2023
- Managed Order to Cash processes for two Johnson and Johnson subsidiaries, improving customer satisfaction by 20% and shortening processing time by 15%
- Developed operational procedures for improved workflow efficiency.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Implemented quality control measures to uphold company standards.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Senior Warranty Intake Supervisor-Johnson & Johnso
Solugenix
Brea
08.2018 - 01.2019
- Coordinated communication between clients and internal teams for seamless service delivery.
- Trained staff on intake protocols and best practices for improved workflow.
- Evaluated team performance and provided guidance for professional development opportunities.
- Directed the intake process, including gathering and verifying patient information and coordinating with other departments.
- Oversaw the entire claims intake process, ensuring all documentation is accurate, complete, and compliant with company policies and manufacturer guidelines.
- Developed training materials for new staff members on proper intake procedures.
- Ensured compliance with all applicable laws, regulations, and standards related to intake processes.
Customer Support Supervisor-Mentor Johnson & Johns
Solugenix
Brea
09.2016 - 08.2018
- Spearheaded a team of 25 to streamline functions like order management and customer service, enhancing efficiencies by 50% between multiple departments.
- Supervised customer support team to ensure quality service delivery.
- Trained staff on product knowledge and customer interaction techniques.
- Handled escalated customer inquiries with effective problem-solving strategies.
- Coordinated communication between departments to resolve customer issues efficiently.
- Implemented procedures to ensure prompt resolution of customer inquiries or complaints.
- Managed daily operational activities by delegating tasks among team members.
- Established technical skills – researching transactional issues, timely billing and revenue recognition, and customer inventory accuracy down to the component serial number across multiple business solutions – JD Edwards (JDE), Salesforce.com, and web-based order management solutions.
- Accountable for customer support of eStore (web ordering), EDI, and fax order management solutions.
- Liaison between customer service, consignment, and accounts receivable teams.
- SME for various process improvement projects and system upgrades.
Lead Customer Service Specialist
Johnson & Johnson
Irvine
06.2010 - 10.2016
- Led the Customer Service vertical to transition over 500 sales orders monthly to a third-party vendor, improving process efficiencies, while developing comprehensive training plans and work instructions.
- Enhanced internal and external relationships with over 50 national distributors and healthcare providers, improving service response times by 30%.
- Led customer support team to enhance service quality and efficiency.
- Developed training programs for new customer service representatives.
- Managed escalated customer inquiries to ensure resolution satisfaction.
- Collaborated with cross-functional teams to address product-related issues.
- Analyzed customer feedback to improve service processes and policies.
- Implemented standard operating procedures for consistent service delivery.
- Developed innovative solutions to complex problems faced by customers.
- Created reports on performance metrics.
- Documented processes for handling common customer inquiries and complaints.
- Analyzed data to identify trends in customer issues or requests.
- Monitored team performance against established goals, metrics, KPIs.
- Directed inbound calls in phone queues to improve call flow.
- Collaborated cross-functionally to automate processes, resulting in a 20% increase in efficiency.
- Was identified as SME in Salesforce, driving collaborative product launches, and improved internal customer service efficiency by 30% while resolving 20-50 daily IT/Phone challenges.
- SME for MyMentor automation, optimizing order processing speed by 20%.
- Streamlined customer information updates in Salesforce, enhancing data accuracy by 20%.
- Drove testing and automation of the e-commerce system and GHX/EDI, boosting operational efficiency by 40%, and impacting customer satisfaction.
- Collaborated with Territory and Regional Managers on key projects, boosting sales team effectiveness by 10% in the field.
Education
High School Diploma -
Brethern Christian High School
Huntington Beach, CA06-2003
Associate Of Science (AS) - Business
Golden West College
Huntington Beach, CASkills
- Process improvement
- Adaptability
- Customer service
- Team management
- Data accuracy
- Workflow optimization
- Order management
- Accounts receivable
- Customer service management
- CRM software (eg, Salesforce)
- Regulatory compliance
- Team leadership
- Oracle Financial Services
- Data analysis
- Conflict resolution
- Training and development
- Cross-functional collaboration
- Time management
- Problem solving
- Inventory management
- Microsoft Excel
- Analytical thinking
- Customer relationship management
- Performance metrics
- Cost reduction strategies
- Reporting and documentation
- Negotiation skills
- Interpersonal skills
- BI
- GHX/ EDI
- Microsoft Office
Certification
Syntrio US Workplace Harassment and Discrimination California Manager
Accomplishments
Encore Award-2011
Associated with Johnson & Johnson , Mentor LLC
-Being a key player in getting CS group moving towards My Mentor automation.
Associated with Johnson & Johnson , Mentor LLC
-Being a key player in getting CS group moving towards My Mentor automation.
Affiliations
Volunteer - Lula Volunteer Fire Department
References
References available upon request.
Timeline
Senior Manager Acclarent Accounts Receivables and
Solugenix
04.2023 - 07.2025
Associate Manager Customer Service Mentor & Acclar
Solugenix
01.2019 - 04.2023
Senior Warranty Intake Supervisor-Johnson & Johnso
Solugenix
08.2018 - 01.2019
Customer Support Supervisor-Mentor Johnson & Johns
Solugenix
09.2016 - 08.2018
Lead Customer Service Specialist
Johnson & Johnson
06.2010 - 10.2016
High School Diploma -
Brethern Christian High School
Associate Of Science (AS) - Business
Golden West College