Kathleen Lillie

Customer Care Specialist

Empath Health

10.2002 - 09.2025

Responded to customer needs through competent customer service and prompt problem-solving.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Directed customers to appropriate departments for additional support.
Took ownership of customers issues to follow problems through to resolution.
Assessed and offered solutions to improve procedures and customer experiences.
Requested escalation for unresolved issues.
Used exceptional communication to connect with customers, assess needs, and present solutions.
Verified accuracy of customer account information and updated when necessary.
Responded to customer inquiries via phone, email and web-based platforms.
Logged call information and solutions provided into internal database.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Navigated multiple computer systems and applications to find information.
Trained new personnel regarding company operations, policies and services.
Promptly responded to inquiries and requests from prospective customers.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Trained staff on operating procedures and company services.
Met customer call guidelines for service levels, handle time and productivity.
Investigated and resolved customer inquiries and complaints quickly.