Katherine L Smith

• Bachelor of Technical Management with concentration in Health Service Management
• Over 24 years providing outstanding customer service in a busy Airport setting
• 2 years of experience in Healthcare
• 2 years of experience in Sales
• Efficient in Microsoft Word, Office, Excel, Outlook, PowerPoint
• Minimum typing skills 60 words per minute
• Highly knowledgeable in Workday
• Self-motivated and diverse to succeed any workplace atmosphere
• Entry-level position in health management and human resources along with customer care while utilizing my education and skills to contribute to the success of the field.

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.

Assisted customers with inquiries regarding products and services through phone, email. Communicated English clearly, both written and in speech. Provided product information to customers in a timely manner. Resolved customer complaints quickly and efficiently. Maintained a high level of customer satisfaction by providing accurate and helpful responses. Collaborated with other departments such as logistics and sales to resolve customer issues. Advised customers on purchasing decisions based on their individual needs. Answered sick calls from customer care and customer operations employees. Covered sick calls and requested overtime for operational groups and communicating to management, Point of contact calls, emails, calendars, switchboard trained etc., Completed necessary paperwork, updating spreadsheets, and entering necessary information, Assisted employees with payroll and time-sheet related questions., Prepared employee duty rosters and operational documentation throughout the day, Administered 6-month probations and annual evaluations to employees, Addressed employee complaints and problem solving in the best interest of both the employee and company, Administered disciplinary actions, such as corrective action documentation to employees.