Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Kathy Look

Glendale,AZ

Summary

Dynamic Customer Service Supervisor at HealthEquity with a proven track record in employee training and performance enhancement. Expert in quality assurance monitoring and effective team leadership, driving service delivery improvements. Successfully coached staff to achieve high customer satisfaction ratings, fostering a culture of excellence and accountability.

Overview

13
13
years of professional experience

Work History

Customer Service Supervisor

HealthEquity
Glendale, AZ
10.2016 - 06.2025
  • Trained new customer service representatives on company policies and procedures.
  • Ensured all customer inquiries were handled in accordance with company standards and regulations.
  • Guided and supported junior customer service representatives through coaching.
  • Reviewed recordings of phone conversations between customers and agents.
  • Examined customer feedback to detect patterns enhancing service quality.
  • Facilitated regular team meetings with customer service staff to address issues and policy updates.
  • Assessed staff performance using management-defined criteria.
  • Tracked key customer service metrics including call response times, resolution rates, and satisfaction ratings.
  • Provided coaching by evaluating phone calls.
  • Delivered individualized coaching to enhance team member performance.
  • Established clear expectations to guide employees towards target achievement.

Operations Specialist

Mutual of Omaha Bank
Phoenix, AZ
08.2012 - 07.2016
  • Scanned documents using desktop scanner for internal departments.
  • Indexed scanned documents from various sources to ensure timely completion.
  • Processed Verification of Deposit forms for external customers.
  • Conducted maintenance tasks on undeliverable mail.

Education

High School Diploma -

Glendale High School
Glendale, AZ
06-1974

Skills

  • Customer engagement
  • Employee onboarding and training
  • Employee performance review
  • Quality assessment
  • Effective team leadership
  • Service delivery improvement
  • Coaching techniques
  • Quality assurance monitoring
  • Detailed time documentation
  • Team development

Affiliations

  • Daughters of the American Revolution
  • Glendale Women's Club

References

References available upon request.

Timeline

Customer Service Supervisor

HealthEquity
10.2016 - 06.2025

Operations Specialist

Mutual of Omaha Bank
08.2012 - 07.2016

High School Diploma -

Glendale High School

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