Kathleen Kerr
Toledo,OH
Summary
Dynamic Customer Service Specialist with a proven track record of prioritizing and multitasking in fast-paced environments. Adept at team collaboration to achieve personal and organizational objectives while consistently delivering exceptional results. Renowned for effectively resolving escalated customer support issues, ensuring client satisfaction and fostering long-term relationships. Committed to enhancing service quality and driving continuous improvement in customer experience.
Overview
44
44
years of professional experience
Work History
Customer Service Representative
Ohio Department of Job and Family Services
04.2021 - 10.2024
- Experienced Call Center professional with 20 years of expertise. Successfully managed high volume of daily calls daily.
- Maintained high levels of accuracy while handling diverse unemployment claim tasks, including processing non-monetary and monetary claims, adjudicating separation issues, and conducting investigations for potential fraud.
- Handled multiple chats simultaneously. Managed 50-70 daily interactions.
- Utilized remote work capabilities to effectively collaborate with team members through online chat platforms, providing valuable support and assistance for various projects.
- Managed communication channels to efficiently tackle staff-related challenges in collaboration with management.
Customer Service Representative
Columbia Gas
10.1983 - 07.2000
- Answered customer inquiries and provided accurate information regarding products and services.
- Handled all gas and carbon monoxide odor-related emergency calls effectively.
- Managed daily collections and ensured accurate balancing of books.
- Processed all applications to turn or shut off services.
- Ensured customer needs were met through face-to-face interactions.
Radio Teletype Operator
Ohio Army National Guard
10.1980 - 08.1988
- Executed maintenance checks and services for Army National Guard on assigned radio communications equipment, allowing soldiers to track and direct troop movements effectively
- Successfully completed non-commission training to advance to the rank of Sergeant and learned the necessary skills in handling chemical biological equipment.
- Coordinated communication for field training.
- Honorable discharge received in August 1988.
Education
Associate of Arts - Market And Sales
Owens Community College
Perrysburg, OH05-2007
Skills
- Data Collection
- Inbound calling expertise
- Accurate data entry
- Effective call management
- Document management
- Excel proficiency
- Technical software skills
- Office administration support
- Collaborative team member
Education and Training
other
Timeline
Customer Service Representative
Ohio Department of Job and Family Services
04.2021 - 10.2024
Customer Service Representative
Columbia Gas
10.1983 - 07.2000
Radio Teletype Operator
Ohio Army National Guard
10.1980 - 08.1988
Associate of Arts - Market And Sales
Owens Community College