KATHY L. LATHAM
New Port Richey,FL
Summary
Customer-oriented, strategic-thinking Clinical Account Representative with over 20 years of experience in building relationships, cultivating partnerships, retaining top accounts and growing profit channels by establishing trust. Highly persuasive professional known for exceeding targets. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
34
34
years of professional experience
Work History
Customer Support Specialist
Vault Workforce Screening
08.2023 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
Clinical Account Representative
Vault Workforce Screening
02.2021 - 08.2023
- Provide customer service via electronic communication, emails and phone calls
- Facilitate and administer contract addendums with clients and provider team, usually 5-6 clients
- Answer incoming calls to assist donor, client and clinic inquiries
- Consistently exceed daily, weekly and monthly goals, >50 calls, emails and client messages handled per day
- Assist with other teams when needed with minimum training
- POD Leader
- Trusted by the company and clients to maintain strict HIPPA confidentiality
- Outstanding organizational and time management skills
- Maintained good rapport with customers and internal departments by proactively handling complex customer issues
- Set up and updated customer accounts with interactions and personal information
- Developed and maintained solid client relationships by regularly following up on clients, usually 5-6 clients
- Utilized consultative approach to gain trust and confidence of customers
- Met with clients to understand business needs and assisted with setting up addendums to add services to their contract
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements
Occupational Health Specialist
Applicant Insight
03.2020 - 02.2021
- Recognized by upper management for quality of work
- Participate in Kaizen meetings held to write a set of operating procedures
- Tested procedures and assisted in editing training material
- Perform data entry and/or data file management using word processing, spread sheet or database commands across one or more business units and format material as required
- Answer incoming calls to assist donor, client and clinic inquiries
- Call and/or fax clinics to obtain test results for pre-employment testing ordered by client
- Creation of client paperwork and reports using Microsoft Office-Outlook, Word, Excel, and Adobe Acrobat
- Consistently exceed the established daily unit quotas. >100% per day
- Properly handle confidential information and records and following individual client guidelines
- Excellent communications skills in both written and verbal correspondence.
National Hiring Manger
Sunbelt Staffing
07.2019 - 01.2020
Recruiter
Custom Staffing Services
05.2017 - 02.2018
Copy Editor
Washington Times Herald
06.2016 - 05.2017
Classified Sales Representative
Washington Times Herald
03.2016 - 05.2016
HUD 3P Project Manager
Ason's Construction
08.2013 - 03.2016
Contract Manager
Ason's Construction
08.2010 - 08.2013
Customer Service Representative
Verizon Wireless
07.2009 - 08.2010
Customer Service Representative
AT&T
10.1989 - 06.2006
Education
Bachelor of Science degree - General Business Administration
Ball State University
Muncie, IN08.1986
High School Diploma -
Blue River Valley Jr. & Sr. High School
Mt. Summit, IN05.1982
Skills
- Customer Relationship Management
- Project Management
- Staff Training and Motivation
- Problem Resolution
- Training & Development
- Good Work Ethic
- Customer Service
- Active Listening and Conflict Resolution
- Data Management
- Team and Relationship Building
- Computer Skills
- Call Center Experience
- Decision Making
- Email Management
- Written Communication and Data Entry
- Customer Relations
Timeline
Customer Support Specialist
Vault Workforce Screening
08.2023 - Current
Clinical Account Representative
Vault Workforce Screening
02.2021 - 08.2023
Occupational Health Specialist
Applicant Insight
03.2020 - 02.2021
National Hiring Manger
Sunbelt Staffing
07.2019 - 01.2020
Recruiter
Custom Staffing Services
05.2017 - 02.2018
Copy Editor
Washington Times Herald
06.2016 - 05.2017
Classified Sales Representative
Washington Times Herald
03.2016 - 05.2016
HUD 3P Project Manager
Ason's Construction
08.2013 - 03.2016
Contract Manager
Ason's Construction
08.2010 - 08.2013
Customer Service Representative
Verizon Wireless
07.2009 - 08.2010
Customer Service Representative
AT&T
10.1989 - 06.2006
Bachelor of Science degree - General Business Administration
Ball State University
High School Diploma -
Blue River Valley Jr. & Sr. High School
Similar Profiles
Stephanie ArnoldStephanie Arnold
Senior Certified Medical Review Officer at Vault Workforce Screening, A Sterling CompanySenior Certified Medical Review Officer at Vault Workforce Screening, A Sterling Company
JACQUELINE FELDMANJACQUELINE FELDMAN
Owner/Background Investigator at US Screening Consultants FKA Background ScreeningOwner/Background Investigator at US Screening Consultants FKA Background Screening
KRISTINE ZAMBORIKRISTINE ZAMBORI
Account Manager at Affirm Background ScreeningAccount Manager at Affirm Background Screening