Katie Rhodes
Hays,NC
Summary
Professional and knowledgeable offering several years of experience in administrative support and customer service. Highly efficient planning, problem-solving, and communication skills. Capable of remaining calm under pressure and still maintain a consistent workflow.
Overview
6
6
years of professional experience
Work History
Front Office Receptionist
Instride- Salem Foot Care
Wilkesboro, NC
09.2020
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Maintained patient databases and updated information in alignment with HIPAA protocols.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Participated in team meetings for continuous improvement of policies, procedures, and overall office operations efficiency.
Lead Teacher – Toddler Twos
Sonshine Childcare Center
Wilkesboro, NC
11.2018 - 05.2020
- Took care of the children's daily needs such as: diapering, feeding, indoor and outdoor play, naptime, and emotional wellness
- Maintained that safety is top priority
- Planned daily curriculum for 9 children with varying developmental needs and created a rich learning environment
- Provided daily updates on the children's health and emotional well-being to their parents
- Kept daily and weekly logs, in-depth portfolios and assessments of each child
- Completed 40 hours of STARS training (childcare certification).
Specialist – Email Agent
Lowe’s Corporate Offices
Wilkesboro, NC
01.2014 - 10.2018
- Similar roles as Customer Care agent however assisting the customer by email rather than over the phone
- Trained Receipt Request helper; locate receipts from past 5 years and email or mail information to customer
- Trained in Receipt Request systems including Documents Direct and E-Signature
- Exceptions helper; work alerts and errors on Lowes.com orders.
Customer Care Agent
Lowe’s Corporate Offices
Wilkesboro, NC
01.2014 - 10.2018
- Provide support and information to customers ranging from compliments and complaints, to order status and delivery information
- Lowe’s product support
- Assist Lowe’s store employees with issues involved at the store or with an order or customer experiences
- Provide troubleshooting information for Lowes.com and MyLowes online programs
- Trained Sales Agent, drive and oversee sales in excess 500k annually for the Lowe’s Inc
- Contact Center Department
- Assist on Mentor Line; provide support to new employees struggling with a particular element of performance
- Assist on Back up Pro Line during business needs; take escalations of upset and angry customers
- Up-skilled agent; perform all processes for my department
- Work with different departments such as gift cards, internet customer service, store support, service advantage and department pros to provide resolutions for issues to customers, agents and store employees
- Trained on Lowe’s systems including Sterling Order Management, Genesis, Siebel and Mainframe
- Assist customers and store employees with Lowe’s policy support
- Manage delivery information when needed
- Work with Lowe’s vendors to provide assistance for our stores and customers
- Trained and equipped with many computer systems and programs
- Trained on special order sales and providing information for purchase orders to customers and stores
- Provide feedback when there are issues with Lowe’s processes for agents.
Education
High School Diploma -
North Wilkes High School
01.2013
Skills
- Organized
- Flexible and Adaptive
- Able to Multitask and Delegate
- Customer Service Professional
- Experience with Microsoft Office Suite including Excel, Word, Outlook and PowerPoint
- Administrative Skills
- Conflict Management
- Time Management
Timeline
Front Office Receptionist
Instride- Salem Foot Care
09.2020
Lead Teacher – Toddler Twos
Sonshine Childcare Center
11.2018 - 05.2020
Specialist – Email Agent
Lowe’s Corporate Offices
01.2014 - 10.2018
Customer Care Agent
Lowe’s Corporate Offices
01.2014 - 10.2018
High School Diploma -
North Wilkes High School