Kathleen Cantrell
Walhalla,SC
Summary
Assisted in enhancing customer support operations through effective software implementation and process improvement. Supported cross-functional communication to aid development teams in achieving workflow efficiency. Coordinated team efforts in IVR and application testing within a call center environment.
Overview
13
13
years of professional experience
Work History
Senior Processing Business Application Specialist
PepsiCo
Winston-Salem, NC
11.2014 - 10.2022
- Delivered high-volume customer support while maintaining top performance metrics
- Metrics for 130 inbound outbound calls per day
- Facilitated business support meetings with developers and operations teams
- Streamlined communication between frontline staff and upper management
- Supported new software rollouts and system implementations
- Assisted in IVR testing, validating call flows, prompts, and routing accuracy
- Participated in application testing for new platforms and system updates
- Supported application development initiatives through user feedback and issue reporting
- Identified workflow inefficiencies and implemented process improvements
- Assisted in quality assurance testing and system validation
- Provided training support for new tools and software systems
- Maintained compliance with operational and service standards
- Recognized as a consistent top performer
- Technical & Systems Experience
- IVR Systems Testing
- Application Testing (UAT & Functional Testing)
- Software Deployment Support
- QA Documentation
- System Validation
- Development Feedback Loops
- Platform Rollouts
- Process Automation Support
- Leadership & Operations Highlights
- Facilitated cross-functional collaboration between developers, frontline teams, and leadership
- Supported operational readiness for new software platforms
- Led workflow optimization initiatives
- Supported training and onboarding processes
- Contributed to continuous improvement programs
- Developed training materials and conducted workshops to enhance team proficiency in software tools.
- Analyzed business application performance to identify areas for improvement and optimize user experience.
- Managed system upgrades and ensured seamless transitions with minimal disruption to operations.
- Conducted regular reviews of business processes, recommending updates or modifications as necessary for improved functionality.
Customer Service Representative
Pepsi Beverages
Fargo, ND
03.2013 - 11.2014
- Resolved customer inquiries using CRM systems to enhance satisfaction and loyalty.
- Executed order processing to ensure accurate fulfillment and timely delivery.
- Executed 130 outbound calls per day
- Assisted in training new staff on product knowledge and customer service protocols.
- Collaborated with cross-functional teams to streamline communication and address customer concerns.
- Managed escalated issues, providing timely resolutions while maintaining professionalism.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved customer concerns/inquires promptly
- Implemented upselling strategies to optimize product offerings and increase revenue.
- Achieved Top performer multiple periods consecutively
Bank Teller
TD Bank
Pickens, SC
07.2013 - 02.2014
- Executed customer transaction processing with precision and efficiency utilizing TD Bank's banking systems.
- Facilitated customer account inquiries and resolved issues efficiently.
- Ensured cash drawer accuracy by balancing daily transactions with precision.
- Instructed customers on bank products and services to enhance informed decision-making.
Server Trainer
Buffalo Wild Wings
Greenville, SC
09.2009 - 07.2013
- Trained new servers on menu knowledge and customer service standards.
- EON reporting
- Checked out fellow serving staff to ensure side work had been executed before departure
- Trained and onboarded new servers on POS systems, menu knowledge alcohol compliance and customer service standards
- Recognized as Safe Serve Employee
- High Volume service excellence in a fast pace sports bar establishment
- Helped maintain team morale and fostered a collaborative work environment
Education
No Degree - Emergency Medicine
Tri-County Technical College
Pendleton, SCBusiness, Technology, and Applied Systems
Tri-County Technical College
Pendleton, SC01.2004
High School Diploma -
Walhalla High School
Walhalla, SC01.2002
Skills
Team Leadership & Support
Workflow & Process Improvement
Application Testing & QA Support
Software Rollouts & System Implementation
Application Development Support
Customer Experience Optimization
Training & Knowledge Transfer
Conflict Resolution
Documentation & Reporting
Deposit and withdrawal management
Money handling
Cash counting
Transaction processing
Relationship building
Timeline
Senior Processing Business Application Specialist
PepsiCo
11.2014 - 10.2022
Bank Teller
TD Bank
07.2013 - 02.2014
Customer Service Representative
Pepsi Beverages
03.2013 - 11.2014
Server Trainer
Buffalo Wild Wings
09.2009 - 07.2013
No Degree - Emergency Medicine
Tri-County Technical College
Business, Technology, and Applied Systems
Tri-County Technical College
High School Diploma -
Walhalla High School