Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Katherine Storey

Customer Service Representative
Albuquerque,NM

Summary

I'm seeking Employment with a reputable company where growth and advancement is encouraged. I desire the challenge of a position in which I will be able to meet with the public and utilize skills and knowledge that I have gained in my past experiences. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

20
20
years of professional experience

Work History

Customer Service Rep

Lincare
04.2018 - 06.2024
  • My job duties were to work directly with medical professionals and physicians to facilitate patient care
  • Connected with patients and health care providers to provide outcome-based solutions for our Physician referral sources and existing patients
  • Submitted new orders and monitored their completion, from initiation to set up, I worked closely with the clinical sales, and service departments
  • Handled patients scheduling with outlook and prepared and analyzed the billing and set up paperwork for patient services
  • I worked closely with existing patients to troubleshoot issues, identified solutions and dispatched corrective action via the appropriate departments within the organization
  • Followed Medicare guidelines while adhering to company Policies and Procedures and Osha
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Service Representative

Young Williams CSS
09.2016 - 04.2018
  • Company Overview: State Contract for NM Child Support Enforcement Div
  • My job duties included handling (80) calls per day
  • Performed a variety of office support and administration duties specified for the NM Child Support Department
  • Such as documentation and correspondence, resolving routine inquiries, and resolving 90% of incoming calls
  • Acquired learning and adhering to all rules regulations and policy procedures that are implemented by the NM Child Support Division.
  • Operated computer and office equipment for extended periods of time and assisted with child support issues and questions to come to a resolution on cases
  • State Contract for NM Child Support Enforcement Division.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Center Consultant

FedEx Office
05.2014 - 09.2016
  • My duties included working with the public such as assisting customers with shipping, providing shipping rates, options for packaging
  • Retrieving online print orders and preparing them to be ready for customers
  • Provided services to help customers promote and build their businesses
  • Developed strong relationships with clients, fostering trust and loyalty through exceptional customer service.
  • Assisted in driving sales growth by promoting additional services tailored to client needs.
  • Implemented innovative solutions for process improvements, resulting in cost savings and enhanced service quality.
  • Boosted customer satisfaction by providing efficient and knowledgeable assistance to clients.

Customer Service Specialist

Verizon Wireless
08.2009 - 05.2014
  • I provided the best customer service in a call center setting, by connecting with customers which is a key driver of company goal element
  • Excellent in relationships built with supervisors to overcome obstacles between customer needs and business needs
  • I upsold phone products to customers
  • I addressed billing inquiries and assisted with technical troubleshooting
  • I helped customers with setting up their new devices
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.

Documentation Specialist/PSR

Walgreens Home Care
06.2006 - 08.2009
  • My duties included placing orders, and to run hold reports for Albuquerque, Santa Fe, and Los Alamos
  • Worked Pick-up pending list for Albuquerque
  • Submitted insurance changes
  • Mailed AOB letters for Medicare patients
  • Proofread quality Assurance of documentation before printing tickets for delivery

Customer Service Specialist

Bank of America
08.2004 - 07.2005
  • My duties were to identify and meet all customer needs and questions, Offering product information to customers through various sales techniques
  • Opened accounts both personal and commercial
  • I provided customer services through incoming calls and also handled a large variety of customer requests
  • Which included checking, savings, and certificates of deposits
  • Maintained line of credit accounts

Education

Undergraduate - Criminal Justice

University of Phoenix
02.2010

Completed Business Certificate -

Franklin Business College
05.1996

Diploma -

Del Norte High School
05.1993

Skills

Customer Service

Problem-solving abilities

Active Listening

Critical Thinking

Data Entry

Customer Relations

Call center experience

Computer Proficiency

Payment Processing

Professional telephone demeanor

Scheduling

Paperwork Processing

References

Current references are available upon request.

Timeline

Customer Service Rep

Lincare
04.2018 - 06.2024

Customer Service Representative

Young Williams CSS
09.2016 - 04.2018

Center Consultant

FedEx Office
05.2014 - 09.2016

Customer Service Specialist

Verizon Wireless
08.2009 - 05.2014

Documentation Specialist/PSR

Walgreens Home Care
06.2006 - 08.2009

Customer Service Specialist

Bank of America
08.2004 - 07.2005

Undergraduate - Criminal Justice

University of Phoenix

Completed Business Certificate -

Franklin Business College

Diploma -

Del Norte High School

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Katherine StoreyCustomer Service Representative