Katherine Bethea
Tampa,FL
Summary
Ambitious Customer Service professional offering excellent supervisory and performance-assessment skills. Versed in pacifying dissatisfied customers and utilizing effective listening skills. Proven history of reliability, professionalism and conflict resolution.
Overview
10
10
years of professional experience
Work History
Customer Service Team Lead
Humana
Tampa, FL
05.2004 - 08.2014
- Monitored team performance metrics to identify areas for improvement.
- Held monthly meetings with associates to provide constructive feedback on performance.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Made certain associates adhered to schedules to achieve service goals.
- Directed and supervised staff performance.
- Resolved escalated customer issues with professionalism and patience.
- Researched out-of-stock items to find additional inventory in other store locations.
- Maintained an up-to-date knowledge base of products, services, pricing information, processes.
- Analyzed customer service metrics to prepare reports for management.
- Trained, managed and motivated employees to promote professional skill development.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Provided regular performance feedback and coaching to team members.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
Education
High School Diploma -
C Leon King High School
Tampa, FL05-1994
Skills
- Organization and recordkeeping
- Inbound call answering
- Complaint resolution
- Telephone etiquette
- Recordkeeping strengths
- Staff education and training
- Escalation handling
- Professional telephone demeanor
Timeline
Customer Service Team Lead
Humana
05.2004 - 08.2014
High School Diploma -
C Leon King High School
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