Kathy Hunseder
Colorado Springs,CO
Summary
Customer service professional with a proven track record in call center environments, recognized for exceptional productivity and efficiency. Expertise in conflict resolution, data entry, and customer relationship management. Strong communication and problem-solving skills contribute to consistently positive customer experiences. Analytical Budget Analyst known for high productivity and efficient task completion. Specializing in financial forecasting, cost-benefit analysis, and strategic planning. Excel in communication, problem-solving, and adaptability to ensure goals are met with precision.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Budget Analyst
U.S Army Chemical Materials Command
Pueblo, Colorado
12.2024 - Current
- Performed trend analyses on historical spending data to anticipate future needs.
- Provided technical support for various budgeting software packages used by the organization.
- Advised on best practices related to budget development processes and procedures.
Call Center Representative
Intrepid
Colorado Springs, Colorado
08.2023 - 05.2024
- Answered, screened, and processed a high volume of calls daily with a call management system and web-based communications.
- Offered resolutions to de-escalate calls and solve customer issues.
- Collected deposits or payments and arranged for billing.
- Updated customer accounts, addresses, and contact information within call management databases.
- Resolved customer inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks.
Budget Analyst
DoD
Ft. Carson, CO
03.2008 - 05.2023
- Developed and managed multi-million dollar budgets across departments.
- Conducted financial analysis to support policy decisions and operational efficiency.
- Prepared detailed reports for internal and external audits.
Referral Management Clerk
Evans Army Community Hospital
Ft. Carson, CO
01.2007 - 11.2008
- Processed incoming and outgoing referrals by established policies and procedures.
- Researched any discrepancies or incomplete information on referrals before processing them.
- Taking incoming calls, ensuring insurance providers authorize referrals, and complying with coverage guidelines.
- Verified referral information with physicians, insurance companies, and other medical facilities.
- Provided timely follow-up to ensure that all necessary forms were completed correctly.
Call Center Representative
Social Security Administration
Phoenix, Arizona
05.2003 - 11.2007
- Answering inquiries, respond to calls on SSA’s national 800 number, providing information about retirement, disability, Medicare, and other Social Security benefits.
- Determining eligibility involved in gathering and assessing information to help determine eligibility for various SSA programs.
- Updating beneficiary records, utilizing SSA computer systems, to update and maintain accurate records.
- Resolving Issues: Investigate discrepancies, follow up on pending cases, and initiate actions to resolve errors or adjust records.
- Offered resolutions to de-escalate calls and solve customer issues.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
Education
High School Diploma -
Naples High
Naples, FL06-1983
Certification - Financial Management
DoD Financial Management
ArmySkills
- Multitasking Abilities
- Critical thinking
- Clear and professional verbal communication
- Active listening and empathy
- Ability to explain complex information simply
- Conflict resolution and de-escalation
Accomplishments
- Used Microsoft Excel to track and analyze monthly budget variances, helping reduce departmental overspending by 15%.
- Maintained accurate records in SSA’s internal database, ensuring 100% compliance with federal documentation standards.
- Handled high call volumes using SSA's call center software, consistently exceeding performance metrics for call resolution and customer satisfaction.
- Created automated reports in Access to streamline referral tracking, saving 10+ hours of manual work per month.
Certification
- Financial Management:
- Forecast planning and analysis, critical thinking and research
- Risk management and financial reporting
- DoD finance and decision-making
Timeline
Budget Analyst
U.S Army Chemical Materials Command
12.2024 - Current
Call Center Representative
Intrepid
08.2023 - 05.2024
Budget Analyst
DoD
03.2008 - 05.2023
Referral Management Clerk
Evans Army Community Hospital
01.2007 - 11.2008
Call Center Representative
Social Security Administration
05.2003 - 11.2007
High School Diploma -
Naples High
Certification - Financial Management
DoD Financial Management
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