Kathleen Maynor
Winfield
Summary
Dynamic customer service professional with a strong background in fostering positive customer interactions. Consistently achieving organizational goals through effective teamwork and participating in training opportunities. Expertise in efficiently addressing and resolving customer issues while adapting to evolving needs and challenges. Committed to enhancing customer satisfaction through strong problem-solving abilities and collaborative efforts.
Overview
23
23
years of professional experience
Work History
Family Caregiver
Family Member
Murrells Inlet
01.2019 - 10.2023
- Provided patient and compassionate care for my mother after an unexpected health illness.
- Skilled in managing daily living activities, medication administration, and coordinating with healthcare professionals.
- Provided a safe, supportive, and nurturing environment to enhance quality of life.
Customer Service Representative III
CareFirst BlueCross BlueShield
Charleston
09.2011 - 01.2019
- Assisted members of our largest account with their health insurance benefits by addressing and resolving customer product questions and concerns patiently, empathetically and professionally.
- Delivered exceptional customer service and simplified complex insurance processes for clients.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, verifying and updating customer information, taking meticulous notes and answering inquiries from clients.
- Resolved escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Exceeded first-call resolution targets by actively listening to customers' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Met or exceeded service and quality standards every review period.
- Shining Star Award for dedication and commitment to providing and improving quality of service standards.
- Awards for 100% First Call Resolution and 100% Customer Satisfaction.
Restaurant Server
Longhorn Steakhouse
Charleston
12.2000 - 09.2011
- Maintained a clean and welcoming dining environment for guest comfort and enjoyment.
- Contributed to team success by assisting fellow servers to ensure smooth operations.
- Elevated the guest experience by anticipating their needs proactively throughout their visit.
- Promoted a safe working environment by adhering to food safety standards and best practices.
- Carried out complete opening, closing and shift change duties to keep the restaurant working efficiently and teams ready to meet customer needs.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Trained new hires on restaurant policies, procedures, and exceptional customer service standards.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
Education
Bachelor of Science - Management
West Virginia State University
Institute, WVSkills
- Effective, professional and courteous telephone communication
- Adherence to service standards
- Collaborative teamwork
- Microsoft Office
- Appointment scheduling
- Detail Oriented
- Relationship building
- Microsoft Office Suite
- Record keeping strengths
- Active listening
- Customer retention strategies
- Reliable
- Motivated to improve
Timeline
Family Caregiver
Family Member
01.2019 - 10.2023
Customer Service Representative III
CareFirst BlueCross BlueShield
09.2011 - 01.2019
Restaurant Server
Longhorn Steakhouse
12.2000 - 09.2011
Bachelor of Science - Management
West Virginia State University