Summary
Overview
Work History
Education
Skills
Accomplishments
Nominated for Sr Customer Service Clerk of the year several times
Timeline
Generic

Kathy Caldwell

Houston,TX

Summary

Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.

Experienced with managing high-volume customer interactions and resolving complex issues. Utilizes strong understanding of customer service principles to ensure satisfaction and loyalty. Track record of effective communication and team collaboration, leading to successful outcomes.

Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.

Overview

21
21
years of professional experience

Work History

Senior Customer Service Representative

City of Houston Police Department
12.2006 - 05.2025
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
  • Reduced call wait times by implementing effective time management techniques within the team.
  • Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.

Data Entry Clerk

City of Houston Municipal Courts
04.2004 - 12.2005
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.
  • Organized, sorted, and checked input data against original documents.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
  • Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
  • Created and maintained data entry logs to track data entry activities.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
  • Reduced turnaround time for projects by consistently meeting or exceeding deadlines while maintaining high-quality work output.
  • Streamlined workflow with automation techniques, reducing manual input time and minimizing potential for human error.
  • Maintained confidentiality and security of all information, ensuring compliance with data protection regulations.
  • Streamlined data entry processes, reducing entry time and minimizing errors.

Education

GED - All Required

Booker T Washington Sr
Houston, TX
06.1983

Skills

    Returning calls for requests of service to citizens who are reporting crimes, gathering the necessary information for entering and completing a police report Directing citizens to the necessary divisions to ensure further assistance in what they are reporting if outside of my division

Accomplishments

I was nominated for Sr Customer Service Clerk of the year, also developed the skills for handling and accommodating citizens with precautions against possible future experiences of what they were reporting.

Nominated for Sr Customer Service Clerk of the year several times

I retired from the department with recognition for my ability to promptly assist with the requests of gathering information and completing reports in a timely manner as well as implementing a resource for taking precautions to help avoid being a victim of the same incident in the future.

Timeline

Senior Customer Service Representative

City of Houston Police Department
12.2006 - 05.2025

Data Entry Clerk

City of Houston Municipal Courts
04.2004 - 12.2005

GED - All Required

Booker T Washington Sr

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Kathy Caldwell