Katherine Buttling
La Cañada Flintridge,CA
Summary
Extensive experience in sales, customer and technical support including medical device environments; which includes training and guiding customers to purchase the appropriate products. Strengths include organizational skills, one-step resolutions, superior listening and problem solving.
Overview
11
11
years of professional experience
Work History
Product Support Specialist
Addon Networks/Robert Half
07.2022 - 03.2023
- Updated RMA system
- Provided technical support to internal and external customers as well as entry and maintenance of data relating to timely shipment of products.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
Health Concierge
CVS/Aetna
12.2021 - 06.2022
- Assisted with claims, billing and benefit information.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Helped members navigate enrollment process and choose appropriate options.
- Handled more than 60 daily inbound calls from health plan customers
Technical & Warranty Support
Fluidra/Zodiac Pool Systems
03.2018 - 03.2021
- Provided troubleshooting and installation assistance, warranty support, and general customer service via phone, email and chat software in accordance with our warranty and service guidelines
- Responsible for completed web-connected device troubleshooting and installation classes, in support of pool owner customers with technical product inquiries
- Responsible for documenting all customer service interactions and processing orders for replacement parts as necessary
- Provided support to pool owner customers for inquiries surrounding web-connected device (iAquaLink, etc) troubleshooting, installation, warranty processes and other programs
- Reviewed and authorized warranty service work to be performed by independent service companies
- Attended technical training classes in an effort to maintain current with troubleshooting of web connected products
- Worked with other team members to help achieve overall department goals and tasks
- Advised management, business and technical staff on solutions using specific domains or technology.
Sales Support Specialist
DJO Global
07.2012 - 11.2017
- Duties included customer order requests and returns, technical support, management reports and client communication
- Provided training for the new offshore sales staff, via phone and Skype which contributed to a successful transition
- Answered 60 customer calls a day resolving problems with orders or product issues, assuring customers satisfaction
- Trained customers on technical aspects of medical devices, walking them through the instructions and troubleshooting problems
- Partnered with sales reps and warehouse staff to coordinate proper timing of shipment and ensuring products being shipped matched the order
- Created SOPs to be used globally.
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Assisted customers with sales needs such as inventory and shipping questions.
Education
High school diploma - English, Journalism
Milwaukie High School
Skills
- Microsoft Suite
- CRM
- NetSuite / Oracle
- Technical Support
- Sales Support
- Trouble-shooting
- Network Support
- Computer
- Networking
- Problem-Solving
- Teamwork
- Reliability
- Remote Access
- Software
- Operating Systems
- Creative Issue Resolution
- Issue and Resolution Tracking
- Customer Communication and Empathy
- Call Center Technical Support
- Technical Diagnostics
Timeline
Product Support Specialist
Addon Networks/Robert Half
07.2022 - 03.2023
Health Concierge
CVS/Aetna
12.2021 - 06.2022
Technical & Warranty Support
Fluidra/Zodiac Pool Systems
03.2018 - 03.2021
Sales Support Specialist
DJO Global
07.2012 - 11.2017
High school diploma - English, Journalism
Milwaukie High School
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