Kathryn A. Younkin
Pittsburgh,Pa
Summary
- Results-oriented, responsible, and experienced Customer Service Professional/Data Entry/ Quality Assurance
- Twelve years record of success in busy call center environments, Quality Assurance in both mortgage and banking industries.
- An unwavering commitment to providing exceptional customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty
Qualified with proven background in specimen handling and preparation. Successfully contributed to accurate and timely processing in high-throughput laboratory environment. Demonstrated expertise in maintaining quality control and ensuring compliance with safety standards.
Overview
40
40
years of professional experience
Work History
Specimen Processor
Quest Diagnostics
08.2024 - 10.2024
- Data Entry, Classifying Specimens put patient info into computer for Processing
- Prepared and labeled biological specimens for accurate tracking and processing.
Traffic Monitoring Operator (District 11)
Aecom - Contractor (PennDOT)
08.2023 - 01.2024
- Monitor all major highway and state roads in Pa
- Districts 10/11/12. Ensure safety of Penn DOT Employees
- Ensure safety of all motor vehicles on roadways by monitoring
- Highways for crashes and assistance. Roadway message boards
- Monitored traffic patterns and system performance to ensure optimal operational efficiency.
- Analyzed real-time data to identify anomalies and implement corrective actions.
- Trained new operators on monitoring systems and safety protocols.
- Facilitated team collaboration through clear communication with fellow operators during shift changes or handovers.
Shade Fabricator/ Hardware Assembly/ Shipping
Caldwell Window Ware
04.2022 - 07.2023
- Fabricate Custom Shades and Orders to Customers Specifications
- Seal and Pack for Shipping/ Computer Work
- Fabricated custom window frames according to specifications and quality standards.
- Operated various hand and power tools for precise cutting and assembly tasks.
- Inspected finished products for defects, ensuring compliance with safety regulations.
Quality Assurance Team Lead
Data Verify
08.2017 - 12.2021
- Manage Quality Assurance Department
- Send Morning Error Reports/Prepare Daily Worksheets/ Manage Disputes/Reporting and Stats for all Departments / QA - Stats Reporting for Verification's Dept. / QA – Stats for Customer Service Department
- QA- Stats for the 4506T/SSA Processing Department, Monitored Customer Service Agents calls, and Emails
- Maintained Departments Info/ Prepare Daily, Weekly and Monthly Department Reports
- Led quality assurance initiatives to enhance product reliability and compliance with industry standards.
- Developed and implemented quality control processes, reducing errors in production workflows.
- Analyzed test results to identify trends, improving product quality and customer satisfaction.
Quality Assurance Specialist
Data Verify
04.2017 - 08.2017
- Reviewed and QA 4506T/SSA Processing Department, VOE Department, Customer Service Calls
- Conducted thorough quality audits to ensure compliance with industry standards and internal policies.
- Analyzed data trends to drive decision-making and support quality enhancement initiatives.
Credit Processor/ 4506 T Processor
CBC Innovis
05.2014 - 04.2017
- Daily interfacing with Banks, Loan Processors, Underwriters.
- Transmitted information and documents to customers, using computer, mail, and facsimile. Monitored facility to Ensure compliance with regulations.
- Analyzed data to determine answer to customer and public inquiry. Checked value of customer collateral to be Held as loan security.
- Reviewed customer accounts to determine whether payments were made on time and that other loan terms were Being followed.
- Review credit limit and grant extension of credit on overdue accounts.
- Presented loan and repayment schedule to customer.
- Answered questions and advised customers regarding loans and transactions.
- Contacted credit bureaus, employers, and other sources to check applicant credit and personal references.
Customer Service/Online Banking Representative
PNC Bank
12.2012 - 10.2013
- Managed quality communication, customer support and product representation for each client
- Assisted customers with online banking inquiries, ensuring prompt and accurate resolutions.
- Educated clients on digital banking tools, enhancing user engagement and satisfaction.
Quality Assurance Specialist/Customer Service
Bank of America Home Loan Services
01.2010 - 07.2011
- Monitor calls in a call center environment to ensure quality service. Coached Representatives
- Write and Implement Department Guidelines maintained computerized records management system to store and process personnel, activity, and Personal data.
- Developed and implemented quality assurance protocols to enhance loan processing accuracy.
Senior Collector/Mortgage Specialist/Customer Service/ Quality Assurance
Merrill Lynch Home Loan Services
12.2006 - 12.2010
- Monitored Agents and Processors work / Updated and wrote Guidelines
- Assist Sub-prime Customers with financial difficulties
- Gave options for resolving delinquencies
- Assisted with financial counseling
- Obtain Information for Loan Modification Programs
Collections/Customer Service/Quality Assurance Dept.
National City Home Loan Services
04.2001 - 12.2006
- Subprime market Mortgage Collections
- Collections Early, Later Stage Collections Procedures
- Financial Counseling
Home Health Aide
Care Plus Home Health
08.1999 - 08.2000
- Observed and documented patient status and reported patient complaints
- Read and recorded temperature, pulse and respiration
- Completed and submitted clinical documentation in accordance with agency guidelines
- Assisted with transferring patients in and out of wheelchairs and adaptive equipment
- Directed patients in range of motion exercises
- Cleaned and organized patients living quarters and prepared meals
Cashier Grocery Merchandising/Test Scanning
Walmart
11.1996 - 08.1999
- Received sales slip, cash, check, voucher, and charge payments and issued receipts, refunds, credits, and change Due to the customer.
- Bagged, boxed, and wrapped merchandise.
- Answered questions and provided information to customers.
- Operated cash register and electronic scanner. Cashed checks.
- Organized Database for grocery department
- Planned and prepared advertising and promotional material.
- Coordinated activities of departments, such as sales, graphic arts, media, finance, and research.
Accessories/ Department Supervisor
Gabriel Brothers
08.1984 - 09.1996
- Operated cash register to process cash, check and credit card transactions
- Guided customers in choosing items that reflected personal style and shape
- Facilitated monthly and quarterly physical inventory counts.
- Replenished floor stock and processed shipments to ensure product availability for customers.
- Maintained visually appealing and effective displays for the entire store.
- Offering exceptional customer service to differentiate and promote the company brand.
Education
Mastery Certificate - Quality Assurance Compliance
Call Center Quality Assurance, The Call Center Schools
Upper St. Clair, Pa09.2010
Life Flight Certifie - Life Flight Emergency Attendant
Perryopolis Area Ambulance Dispatcher/ First Responder/ Driver/ Volunteer
Pittsburgh, PA04.1996
Dental Assisting Certificate - Expanded Duty Dental Assistant
Dental Assisting/ Dental Materials, Median School
Pittsburgh, Pa10.1984
Business Course - Business
Business/Secretarial Course, Frazier High School
Perryopolis, Pa06.1983
Skills
- Customer service
- Active listening
- Data entry
- Customer relations
- Quality assurance strategy
- Attention to detail
- Efficient multitasking
Timeline
Specimen Processor
Quest Diagnostics
08.2024 - 10.2024
Traffic Monitoring Operator (District 11)
Aecom - Contractor (PennDOT)
08.2023 - 01.2024
Shade Fabricator/ Hardware Assembly/ Shipping
Caldwell Window Ware
04.2022 - 07.2023
Quality Assurance Team Lead
Data Verify
08.2017 - 12.2021
Quality Assurance Specialist
Data Verify
04.2017 - 08.2017
Credit Processor/ 4506 T Processor
CBC Innovis
05.2014 - 04.2017
Customer Service/Online Banking Representative
PNC Bank
12.2012 - 10.2013
Quality Assurance Specialist/Customer Service
Bank of America Home Loan Services
01.2010 - 07.2011
Senior Collector/Mortgage Specialist/Customer Service/ Quality Assurance
Merrill Lynch Home Loan Services
12.2006 - 12.2010
Collections/Customer Service/Quality Assurance Dept.
National City Home Loan Services
04.2001 - 12.2006
Home Health Aide
Care Plus Home Health
08.1999 - 08.2000
Cashier Grocery Merchandising/Test Scanning
Walmart
11.1996 - 08.1999
Accessories/ Department Supervisor
Gabriel Brothers
08.1984 - 09.1996
Mastery Certificate - Quality Assurance Compliance
Call Center Quality Assurance, The Call Center Schools
Life Flight Certifie - Life Flight Emergency Attendant
Perryopolis Area Ambulance Dispatcher/ First Responder/ Driver/ Volunteer
Dental Assisting Certificate - Expanded Duty Dental Assistant
Dental Assisting/ Dental Materials, Median School
Business Course - Business
Business/Secretarial Course, Frazier High School