Kathie Sorensen

• Coaching agents on procedural errors, mentoring, motivate and inspire to assist in their individual personal growth, development, sharing knowledge, skills, and insights.
• Assist Customer Care reps when they call, actively listen and utilize the appropriate materials to guide them in procedural questions.
• Lead Team Meetings, engage and disseminate information on policy changes and updates with a positive environment. I involve my team, so they stay engaged and focused.
• Partnered with DE West CIS Team to test and provide technical feedback for WSS arrangement project,
• Attend to escalated calls, which consists of empathy, patience, listening and the ability to convey information in a clear, respectful and understandable manner. Create resolutions for the customer.
• Organized in making sure that my daily tasks are completed. (Excess Credit Report, CC Box, LLA's, Rep Coaching's), I am trained in web start/stop and have trained reps on the Web start/stop process.

Interacted with customers to answer questions or concerns they may have on their gas account, meter sets, starting or stopping service, emergency calls and issue appropriate orders. Negotiate payment arrangements. Perform other duties assigned. I helped train and mentor new representatives as they came out of training. I maintained departmental goals. I was a Champion on United Way Campaign for two years and a Co-Chair of Junior Achievement for 3 years.

District Leader for 11 Smart style Salons in Northern Utah; I assisted my managers with schedules, payrolls, achieving salon quarterly goals. Mentored and trained my staff to become a top salon in our district. I mentored stylists and managers on customer service and the importance of it in the industry. Held quarterly meetings.

Assisted customers with setting up online access to accounts as well as answered any questions they had regarding their banking services. Recommended distinct products for customers benefit to help them achieve their financial and future goals. Balanced time with each call while taking care of the customer and making a sale with every specific phone call. Worked in a team environment in a leadership role by aiding new hires in learning their respective positions through ‘side by side' participation. Earned many customer service and leadership awards through meeting the department and company's monthly sales goals.