Summary
Overview
Work History
Education
Skills
Applications
Timeline
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KATHY HARLEY

Jonesboro,GA

Summary

Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service both in English and Spanish.

Overview

10
10
years of professional experience

Work History

Bilingual Client Services Team Lead

McKesson Corporation
03.2006 - 09.2012
  • To provide a world class customer experience through electronic communication by handling a variety of service functions
  • Professionally and effectively corresponds with internal and external customers, along with cross-functional departments
  • Responsible for case management, including closing cases on all resolved issues, updating, and managing cases for any open issues
  • Streamlined team communication for increased efficiency and better client service delivery.
  • Developed and implemented training programs to improve team skillsets and performance levels.
  • Managed department call volume and coordinated department schedules to maximize coverage during peak hours.
  • Mentored junior staff members, sharing expertise and guidance for professional growth within the company structure.
  • Improved overall team productivity by optimizing processes and implementing best practices.
  • Conducted regular performance reviews for team members, providing constructive feedback for career development.
  • Managed escalations effectively by collaborating with relevant departments for quick resolutions while maintaining open lines of communication with affected clients.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.

Bilingual Customer Service Representative

Bank of America
08.2002 - 05.2006
  • Responsible for maintaining a high level of customer service by being proactive in communication with customers, banking center associates, realtors, etc.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
  • Thoroughly documenting LPS (real estate Loan Processing System) with appropriate comments and conditions.
  • Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish speaking customers.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
  • Met all call quality standards and daily quotas for first-call resolution.
  • Mentored new hires by sharing best practices, offering guidance, and modeling exemplary customer service techniques.

Education

Associate of Business Administration -

Drake College of Business
Elizabeth, NJ

Skills

  • Fluent in both English and Spanish
  • Customer Service Skills
  • Problem Solving
  • Organization Skills
  • Adaptability
  • Strong Communication Skills
  • Customer Retention
  • Time Management

Applications

  • Microsoft Office
  • Google Workspace
  • Communication Software
  • Presentation Software
  • CRM Software
  • Social Media


Timeline

Bilingual Client Services Team Lead

McKesson Corporation
03.2006 - 09.2012

Bilingual Customer Service Representative

Bank of America
08.2002 - 05.2006

Associate of Business Administration -

Drake College of Business

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KATHY HARLEY