Kathryn Hollander
Las Vegas,NV
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
21
21
years of professional experience
Work History
Delivery Driver
Uber
Las Vegas, NV
02.2023 - Current
- Promoted positive customer service by delivering on-time shipments and fully resolving issues.
- Adhered to all applicable traffic laws while driving delivery vehicle.
- Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
- Reviewed delivery documents and orders and reported errors to supervisor.
- Followed safety protocols for loading, unloading, securing, inspecting, operating, and maintaining the assigned vehicle.
- Presented order bills and collected payments for deliveries.
- Managed accurate recordkeeping by distributing invoices, collecting payments and updating logs.
- Delivered rush merchandise on tight schedules to meet customer targets.
- Resolved customer complaints in a professional manner while maintaining positive relationships with clients.
- Filed vehicle logs, cargo records or billing statements according to company regulations.
- Provided excellent customer service by answering inquiries about products or services being delivered.
- Verified deliveries against shipping instructions prior to delivering to customers.
- Utilized street maps to plan and determine most efficient routes.
- Processed shipment documents neatly and efficiently for each load.
- Checked shipping papers to determine nature of load and presence of hazardous materials.
- Managed inventory levels during deliveries by verifying load counts against shipping manifests.
MSR Claims Representative
USAA
Las Vegas, Nevada
04.2017 - 10.2024
- Investigated facts, confirmed coverage and liability, negotiated settlements, and determined payments for claims.
- Maintained detailed records of claims, decisions, and financial transactions in compliance with regulatory requirements.
- Conducted research into medical terminology related to healthcare claims processing activities.
- Adhered to strict guidelines pertaining to confidentiality while handling sensitive personal information.
- Resolved complex discrepancies in policyholder files to facilitate accurate claim processing.
- Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote service times.
- Handled billing related activities focused on medical specialties.
- Processed a high volume of claims efficiently while maintaining quality standards.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Modified and updated existing policies and claims to reflect change in beneficiary, amount of coverage or type of insurance.
Fulfillment Coordinator
Wholesome Goodness
Las Vegas, NV
02.2012 - 04.2017
- Scheduled materials shipments and transportation for on-time delivery, reducing delays.
- Reported employee time, job expenses and inspections results in work records.
- Developed processes to improve efficiency of the shipping department.
- Reviewed invoices for accuracy prior to delivery of products.
- Trained new employees regarding warehouse procedures and standards.
- Analyzed trends in customer orders and communicated findings to management.
- Prepared product reports to track inventory accuracy.
- Created detailed documentation regarding order fulfillment procedures.
- Performed quality control checks on all outgoing shipments.
- Conducted interviews, selected candidates and supported hiring processes to maintain staffing levels.
- Provided feedback on areas of improvement for the fulfillment process.
- Created and sent price quotes to potential customers.
- Coordinated and managed inventory levels to ensure accurate stock availability.
- Held staff meetings to share project information and address specific issues.
- Maintained database of incoming, outgoing, and returned merchandise.
- Promoted workplace safety and smooth production by keeping workspaces clean, organized, and free of hazards.
- Processed payments from customers via credit card or other payment methods.
- Researched and resolved discrepancies between customer orders and fulfillment records.
- Promoted safe working conditions by monitoring safety procedures and equipment.
Facility Manager
Victor Treatment Centers
06.2004 - 04.2012
- Managed and directed facility staff by handling assignment delegation and timely completion.
- Reviewed work orders for accuracy, completeness, and compliance with safety regulations.
- Provided technical guidance to staff regarding facility operations and maintenance issues.
- Organized meetings with vendors to discuss service agreements or new projects.
- Resolved customer complaints pertaining to facility-related matters quickly and effectively.
- Planned, administered and controlled budgets for equipment and supplies.
- Assessed facility operations and employee activities to enforce and adhere to workplace safety regulations.
- Supervised vendors and contracts to support office environment.
- Maintained records relating to all aspects of facilities management including financial data.
- Prepared and submitted reports on facility operations, including budget updates.
- Managed implementation and operation of building preventive maintenance program.
- Conducted regular inspections of facilities to ensure safe working conditions.
- Recruited, trained, managed and evaluated performance of staff members involved in daily operations.
- Conducted regular safety inspections to ensure compliance with regulations.
- Analyzed existing procedures for cost savings opportunities within the department's budget.
- Managed contracts related to building services such as janitorial or security services.
- Supervised personnel responsible for maintaining groundskeeping activities at the facility.
Education
High School Diploma -
Edison
San Francisco, CA05-2000
Skills
- Record keeping
- XATA experience
- Quality assurance
- Verbal and written communication
- Positive attitude
- Time management skills
- Punctual and reliable
- Logistics
- Customer service
- Time management
- Documentation and reporting
- Sales support
- Staff training and development
- Call center operations
- CRM software
- New hire training
- Performance management
- Multitasking and organization
- Customer focus
- Clerical support
- Assertiveness
- Computer proficiency
- Report generation
- Customer relationship management (CRM)
- Typing proficiency
- Research
- Tactful and diplomatic
- Call management
- Exchange coordination
- Hospitality and accommodation
- Dispute resolution
- Call escalation
- 10-key
- Empathy and patience
- Multi-line phone talent
- Product and service solutions
Timeline
Delivery Driver
Uber
02.2023 - Current
MSR Claims Representative
USAA
04.2017 - 10.2024
Fulfillment Coordinator
Wholesome Goodness
02.2012 - 04.2017
Facility Manager
Victor Treatment Centers
06.2004 - 04.2012
High School Diploma -
Edison