Katina Bankston
Houma,LA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in remote call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
SITEL Worldwide (PSCU) Remote
Houma, LA
04.2020 - Current
- Managed over 200 calls per day
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Met customer call guidelines for service levels, handle time and increased productivity.
Business Owner
Thick Curvy Chic Losing It
Houma, LA
02.2013 - Current
- Oversaw business budget planning and administration, accounting functions, purchasing and handling financial needs.
- Established social media platforms to increase marketing.
- Created and maintains two websites to advertise and sell custom shirts and tumblers.
- Manages over 50 custom orders monthly.
Customer Service Representative
SITEL Worldwide (Old Republic Home Protection)
Houma, LA
04.2019 - 04.2020
- Managed over 200 customer telephone calls daily promptly to avoid on-hold wait times.
- Assisted customers and vendors with home warranty claims, resolving customer issues and concerns with urgency and professionalism.
- Scheduled repair appointments with customers by making outbound phone calls.
- Documented inquiry resolution and escalation in case management system.
Customer Service Agent
SITEL Worldwide ( Sears PABA) Remote
Houma, LA
07.2017 - 04.2019
- Managed over 200 customer telephone calls daily promptly to avoid on-hold wait times.
- Handled basic coverage questions, assist with repair appointments, premium inquiries and cancellation requests.
- Served as liaison between customer and various departments.
Tax Preparation Specialist
SITEL Worldwide (Intuit) Remote
Houma, LA
12.2016 - 04.2017
- Managed over 100 customer telephone calls daily promptly to avoid on-hold wait times.
- Completed and filed returns with tax departments at local, state and federal levels.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Offered clients recommendations to reduce tax liabilities.
Newspaper Carrier
Houma Daily Courier
Houma, LA
01.2006 - 11.2016
- Delivered newspapers and flyers to about 500 homes daily.
- Distributed papers in various weather conditions during early morning, typically starting at 10am, 7 days weekly.
- Contacted prospective subscribers along route to solicit subscriptions while also establishing new subscribers.
- Maintained accurate accounts by documenting orders, collecting payments and issuing receipts for every purchase.
Education
High School Diploma -
Allen J Ellender High School
Houma, LA05.1991
Associate of Science - General Studies
University of Louisiana At Lafayette
Lafayette, LASkills
- Call Center Operations Remotely
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Good Listening Skills
- Efficient and Detail-Oriented
- Customer Account Management
- Call Documentation
Timeline
Customer Service Representative
SITEL Worldwide (PSCU) Remote
04.2020 - Current
Customer Service Representative
SITEL Worldwide (Old Republic Home Protection)
04.2019 - 04.2020
Customer Service Agent
SITEL Worldwide ( Sears PABA) Remote
07.2017 - 04.2019
Tax Preparation Specialist
SITEL Worldwide (Intuit) Remote
12.2016 - 04.2017
Business Owner
Thick Curvy Chic Losing It
02.2013 - Current
Newspaper Carrier
Houma Daily Courier
01.2006 - 11.2016
High School Diploma -
Allen J Ellender High School
Associate of Science - General Studies
University of Louisiana At Lafayette
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