Katherine Campbell
Customer Service Specialist
Dallas,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Customer service representative
QVC
10.2021 - 11.2022
- Efficiently handled up to 150 customer calls daily while consistently achieving service level quotas of 90%
- Delivered an exemplary service experience, resulting in a 92% satisfaction rating from customers across 5K+ interactions
- Delivered exceptional customer service by proactively addressing issues & implementing solutions for 75 customers daily.
Member service representative
12.2020 - 10.2021
- Healthequity
- Reduced escalation of member complaints to leadership by 30%, via proactive resolution of conflicts through providing timely & accurate responses
- Provided excellent customer service by resolving over 500 queries from members within 24 hours
- Proactively identified & addressed customer inquiries within 24 hours, resulting in 95% resolution rate
- Facilitated quick resolution for 2,500 customer inquiries on benefits-related issues by leveraging established processes & procedures.
SECURITY OFFICER
US SECURITY ASSOCIATES
08.2014 - 10.2020
- Patrolled and monitored 3 facilities, inspecting physical security measures to ensure safety of over 500 assets
- Provided training and mentorship for 10 new security officers, resulting in a 100% pass rate on certification exams
- Facilitated daily operations for a 20,000 sq
- Ft
- Office building with 500+ visitors & employees, ensuring safe and secure environment at all times
- Received Employee of the Month recognition for consistently providing outstanding customer service while responding to emergency situations with discretion & professionalism.
CALL CENTER REPRESENTATIVE
XEROX
11.2013 - 08.2014
- Advised over 500 customers on their eligible medical benefits, ensuring accurate processing of insurance claims & resolving benefit issues
- Assisted 200+ medical practices with resolving billing inquiries, resulting in an 80% satisfaction rate from customers
- Handled over 300 inbound customer inquiries daily, maintaining 95% satisfaction rating through quick resolution of issues.
LEAD HOUSEKEEPING ASSISTANT
06.2011 - 11.2013
- Home 2 suites
- Coordinated and optimized the daily operations of a 20-person housekeeping staff, assigning shifts to ensure 100% coverage
- Provided weekly support sessions to ensure team compliance with standards and regulations, increasing customer satisfaction by 15%
- Provided excellent service to over 500 guests daily, ensuring 100% satisfaction with a 90% positive feedback rating.
CUSTOMER SERVICE REPRESENTATIVE
CONVERGYS
07.2005 - 06.2011
- Facilitated seamless account upgrades and new device activations for 500+ accounts monthly, boosting customer retention by 20%
- Conduct needs-based selling based on probing techniques to determine customer needs and provide the best product.
Education
Diploma - SANDFORD HIGH
Skills
MultitaskerMicrosoft WordMicrosoft PowerPointCustomer ServiceOrganizational Skill
Report preparation
Sales expertise
Complaint resolution
Creative problem solving
Multi-line phone talent
Receiving support
Stocking and replenishing
Administrative support
Account management
Order fulfillment
Technical Support
Service recommendations
Documentation and reporting
LiveChat
Written and oral communication
Call center operations
Professional telephone demeanor
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Believe those who are seeking the truth. Doubt those who find it.
André Gide
Timeline
Customer service representative
QVC
10.2021 - 11.2022
Member service representative
12.2020 - 10.2021
SECURITY OFFICER
US SECURITY ASSOCIATES
08.2014 - 10.2020
CALL CENTER REPRESENTATIVE
XEROX
11.2013 - 08.2014
LEAD HOUSEKEEPING ASSISTANT
06.2011 - 11.2013
CUSTOMER SERVICE REPRESENTATIVE
CONVERGYS
07.2005 - 06.2011