Katherine Cordova

Clarified employer's issues and determined what the cause of problems to resolve issues.

• Implemented and developed ways to help employers to initiate income withholdings order and provide varies payment methods.
• Investigated and resolved miss applied payments and get funds to correct account.
• Educated employers on use of State website site. Resetting password or changing password or making payments.
• Cross-trained and provided backup support for team.
• Participated in team meetings and training sessions to stay informed about system updates and changes.
• Updated account information to maintain customer records. Would handle 20-45 calls and emails daily.

• Consistently met or exceeded performance goals, contributing to overall success of call center.
• Helped large volume of customers 45-100 calls every day with positive attitude and focus on customer satisfaction.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Addressed customer account discrepancies and concerns.
• Educated customers about billing, payment processing and support policies and procedures.