Katherine Shiotani

• Manage a team of 15 individuals
• Responsible for Weekly and Monthly reporting to upper Management for team work load results
• Work with outside collection agencies in handling customer credit disputes and Equifax credit inquiries
• Work with Corporate Escalations in resolving high level customer collection issues
• Manage, process and review timesheets, payroll, and daily attendance for call center Employees
• Responsible for Mid year and Annual Employee reviews and Evaluations for call center reps
• Responsible for Account Audits and monthly operating reports for agents and department functions
• Maintain all processes and quality of work with the department
• Practice and enforce all security and safety procedures
• Monitor calls and provide feedback during coaching sessions
• Responsible for recruiting, coaching, mentoring, motivating a team of Collection Support representatives while ensuring optimal productivity.
• Coached employees through day-to-day work and complex problems.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Created, prepared, and delivered reports to various departments.
• Collaborated with other teams to identify and resolve customer issues quickly and professionally.
• Developed and maintained relationships with customers to enhance customer satisfaction.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Prepared agendas and took notes at meetings to archive proceedings.
• Monitored employee and customer interactions to assess quality of service.
• Monitored customer service metrics and provided feedback to team members, upholding quality standards.
• Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
• Analyzed customer service data to identify trends, identify solutions and improve customer experience.
• Prepared employee schedules for maximum coverage during key hours.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Responsibilities:
• Answered incoming calls dealing with internal and external customers.
• Resolving complex issues relating to wireless data and cell phone issues.
• Performed various troubleshooting steps to determine the issue and how it is
handled.
• Very proficient in navigating and running multiple systems.
• Outstanding Verbal and written communications.
• Type 60+ WPM

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.