Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Kathleen Hoeung

Colorado Springs,CO

Summary

Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience. Dependable worker with knowledge of customer service, data entry, and records management.

Overview

14
14
years of professional experience

Work History

CUSTOMER SERVICE REPRESENTATIVE

MedRide
06.2023 - Current
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Responded to telephone inquiries and complaints following standard operating procedures
  • Displayed strong organizational skills while managing multiple projects simultaneously.
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
  • Assisted supervisors in identifying areas for improvement within the call center operations for ongoing optimization efforts.

Medical Assistant (Extern)

QwikcareMd - Urgent Care
07.2023 - 11.2023
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
  • Performed medical chart reviews to confirm accuracy and completeness.

GENERAL MANAGER

Jimmy John's
03.2018 - 06.2023
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
  • Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
  • Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.

SHIFT MANAGER/KEY HOLDER

Freebirds World Burritos
12.2012 - 01.2018
  • Implemented daily checklists to maintain store standards and quality assurance
  • Acted as an ambassador of the company by representing the brand in a professional manner at all times
  • Demonstrated excellent communication skills in order to effectively lead a diverse team of associates.

SERVER/FOOD RUNNER/CASHIER

Smashburger
01.2011 - 10.2012
  • Greeted and accommodated guests, building positive experience from first interaction
  • Checked in with guests throughout meal service, replenishing drinks and catering to additional requests
  • Maintained physical servers including installation of new hardware components such as memory upgrades or hard drive replacements.

Education

MEDICAL ASSISTANT IN CLINICAL MEDICAL ASSISTING - Medical Assistant

IntelliTec College
Colorado Springs, CO
11.2023

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Call center experience
  • Computer Proficiency
  • Problem Resolution
  • Customer Relations
  • Data Entry
  • Money handling abilities
  • Microsoft Excel
  • Paperwork Processing

Awards

4.0 GPA Perfect Attendance Award

Timeline

Medical Assistant (Extern)

QwikcareMd - Urgent Care
07.2023 - 11.2023

CUSTOMER SERVICE REPRESENTATIVE

MedRide
06.2023 - Current

GENERAL MANAGER

Jimmy John's
03.2018 - 06.2023

SHIFT MANAGER/KEY HOLDER

Freebirds World Burritos
12.2012 - 01.2018

SERVER/FOOD RUNNER/CASHIER

Smashburger
01.2011 - 10.2012

MEDICAL ASSISTANT IN CLINICAL MEDICAL ASSISTING - Medical Assistant

IntelliTec College

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