Kathryn Barcalow
Columbus,OH
Summary
Results-driven Escalations Analyst with over 15 years of experience in optimizing customer service operations through strategic planning and process enhancement. Proven leadership and project management abilities foster a collaborative and innovative work environment, ensuring team alignment towards common goals. Expertise in conflict resolution and customer engagement drives service excellence and promotes continuous improvement initiatives that enhance operational efficiency. Committed to delivering exceptional customer experiences, establishing a solid foundation for success in dynamic environments while consistently exceeding performance expectations.
Overview
10
10
years of professional experience
Work History
Resolution Specialist
Gifthealth
03.2026 - Current
- Implemented protocols to guarantee that all patient interactions met HIPAA and regulatory compliance standards.
- Evaluated escalation trends to pinpoint opportunities for operational improvements.
- Maintained comprehensive records of processes and updates to support operational transparency and enhance training initiatives.
- Managed communication and support for high-priority patient issues to enhance patient satisfaction.
- Coordinated with cross-functional teams to ensure prompt resolution of operational challenges.
CS-PACT Coordinator
Verizon Wireless
06.2023 - Current
- Facilitate resolution of escalated customer issues, enhancing team collaboration and customer satisfaction.
- Coordinate real-time communication on system updates, ensuring seamless operations and informed staff.
- Mentor team members to boost productivity and service quality, fostering a supportive work environment.
- Streamline CS-PACT operations, leveraging Verizon systems to boost efficiency. Track performance metrics, implement optimizations for tangible service quality improvements.
- Develop and implement creative customer service strategies, drawing from extensive call center experience to enhance service delivery and resolve issues proactively.
- Mentor CS-PACT team members, providing guidance and support to cultivate skills. Promote a culture of excellence in customer service, fostering professional growth.
Case Management Analyst
Verizon Wireless
03.2025 - 03.2026
- Collaborated with cross-functional teams to streamline reconciliation processes and enhance accuracy.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Improved customer satisfaction by efficiently resolving complex issues and providing exceptional service.
- Provided expert guidance on product features and functionality, assisting customers in making informed decisions.
PACT Porting SR Rep
Verizon Wireless
11.2022 - 06.2023
- Resolved customer calls on orders and credit, ensuring efficient processes and satisfaction.
- Updated suspended accounts with financial services, enhancing account management.
- Reported fraud to safeguard accounts, maintaining customer trust.
- Facilitated seamless transitions for new Verizon customers, ensuring service continuity.
- Streamlined porting processes between carriers, resolving complex customer issues and ensuring seamless service transitions for new Verizon subscribers.
- Optimized credit resolution procedures, collaborating with sales teams to address customer concerns and enhance overall satisfaction levels.
- Provided comprehensive assistance to new customers, facilitating smooth service transfers and ensuring uninterrupted wireless connectivity.
Coord-CORe/LNP
Verizon Wireless
11.2020 - 11.2022
- Led support team during integration training, enhancing performance and resolving escalations.
- Developed training materials, improving team knowledge of policies and procedures.
- Facilitated meetings and coaching to boost team morale and achieve goals.
- Managed offline chat support, effectively deescalating customer situations.
- Gained leadership skills by shadowing supervisor, preparing for future roles.
- Cultivated strong partnerships with diverse teams, enhancing knowledge exchange and significantly improving overall service quality in a remote work environment.
- Optimized offline chat support processes, effectively deescalating high-tension customer situations and improving resolution rates.
Customer Pro -CORe/LNP
Verizon Wireless
10.2019 - 11.2020
- Guided new customers in transferring services, achieving prompt issue resolution.
- Collaborated with carriers to address customer concerns efficiently.
- Supported Tier 1 and backup reps in real-time chat, enhancing team performance.
- Streamlined service transfers, enhancing customer satisfaction and reducing resolution times. Fostered cross-carrier collaboration to address complex issues efficiently.
- Provided real-time support to Tier 1 and backup representatives, boosting team performance and customer service quality across the organization.
CORe Overflow
Verizon Wireless
05.2019 - 10.2019
- Integrated CORe and LNP training, enhancing team efficiency and reducing activation failures.
- Supported store reps with activation issues, improving customer satisfaction and retention.
- Managed account line additions, streamlining processes and boosting operational accuracy.
- Streamlined LNP processes, enhancing efficiency and reducing response times. Ensured compliance with industry regulations while maintaining high accuracy standards.
- Provided exceptional support for seamless customer transitions to Verizon. Resolved complex issues efficiently, ensuring minimal disruption to customer services.
LNP Advocate
Verizon Wireless
10.2018 - 10.2019
- Facilitated seamless customer porting process, enhancing user satisfaction.
- Optimized initial customer interactions, boosting retention.
- Streamlined procedures to improve service efficiency.
- Resolved porting issues, ensuring smooth transitions.
- Contributed to a collaborative team environment, fostering improvement.
Customer Advocate
Verizon Wireless
03.2018 - 10.2018
- Resolved customer inquiries on billing and devices, enhancing satisfaction.
- Collaborated with team to improve customer service processes.
- Analyzed customer feedback to refine service strategies.
- Addressed customer concerns, ensuring a positive experience.
- Facilitated discussions on plans, contributing to customer retention.
CRT Pro
Verizon Wireless
04.2017 - 03.2018
- Resolved customer issues with tailored solutions, enhancing satisfaction and loyalty.
- Collaborated with clients to achieve first call resolution, improving efficiency.
- Ensured comprehensive care for both customers and Verizon, fostering trust.
- Partnered with cross-functional teams to develop comprehensive care strategies, improving customer retention and brand reputation.
Customer Pro
Verizon Wireless
01.2017 - 03.2018
- Handled customer retention calls, enhancing loyalty through strategic negotiations.
- Resolved service issues, strengthening customer relationships and retention.
- Utilized decision-making skills to maintain service lines and customer satisfaction.
- Addressed customer concerns, leading to improved service continuity.
- Negotiated solutions that fostered long-term customer loyalty.
Spec-Customer Svc
Verizon Wireless
10.2016 - 01.2017
- Guided customers in choosing optimal plans and devices, enhancing their satisfaction.
- Boosted revenue with strategic customer interactions, fostering a supportive culture.
- Applied analytical skills to tailor solutions, ensuring customer needs were met.
- Resolved customer issues efficiently, contributing to a positive service environment.
Education
BA - Business
Strayer University
01-2026
Diploma - undefined
Indian Creek High School
Wintersville, OH01-2000
Skills
- Team Leadership
- Process Improvement
- Conflict Resolution
- Customer Engagement
- Adaptability
- Content Creation
- De-escalation techniques
- Conflict resolution skills
- Document preparation
Timeline
Resolution Specialist
Gifthealth
03.2026 - Current
Case Management Analyst
Verizon Wireless
03.2025 - 03.2026
CS-PACT Coordinator
Verizon Wireless
06.2023 - Current
PACT Porting SR Rep
Verizon Wireless
11.2022 - 06.2023
Coord-CORe/LNP
Verizon Wireless
11.2020 - 11.2022
Customer Pro -CORe/LNP
Verizon Wireless
10.2019 - 11.2020
CORe Overflow
Verizon Wireless
05.2019 - 10.2019
LNP Advocate
Verizon Wireless
10.2018 - 10.2019
Customer Advocate
Verizon Wireless
03.2018 - 10.2018
CRT Pro
Verizon Wireless
04.2017 - 03.2018
Customer Pro
Verizon Wireless
01.2017 - 03.2018
Spec-Customer Svc
Verizon Wireless
10.2016 - 01.2017
Diploma - undefined
Indian Creek High School
BA - Business
Strayer University