Katina Sharp
Valdosta,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
30
30
years of professional experience
Work History
CSR; Technical Support Agent
Dish Tv
2023.11 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Contributed to company growth by consistently meeting and exceeding sales targets.
- Processed customer service orders promptly to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative / Phone and Chat
Concentrix; Apple Card
2024.07 - 2023.11
- Primary point of contact for individual account holders
- Provided superior customer satisfaction and answered in-depth account questions
- Monitored accounts for fraudulent activity and liaised between account holder and appropriate departments to resolve issues
- Assist account holders in understanding their bills, making payments, posted and pending transactions, and how interest is applied
- Maintained account holders' profile and ensure account was clearly documented after each contact.
Patient Care Advocate (PCA); Team Lead
Express-Scripts
2014.08 - 2023.06
- Handle inbound customer service phone, email, and chat inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits
- Research and resolve problems in a timely manner
- Assist members in understanding and maximizing the use of their pharmacy distribution program
- Supervised a team of 25 agents
- Developed and implemented strategies to improve retention rates, and ensuring smooth operations
- Trained new team members
- Monitored average call length and overall team volume
- Listened to individual calls to ensure quality
- Created intervention and improvement plan for team members
- Reviewed and acknowledged top team members performance
- Weekly individual Coaching
- Suggested new procedures to improve customer service and promotions / sales
- Motivated Team members to meet company's goals
- Assisted Team members with administration requests such as requesting time off, FMLA, ADA, etc
- Monitored Team members stats for excessive absences, compliance, quality assurance, Learning Modules, standard operation procedures updates, insurance laws such as CMS centers for Medicare and Medicaid Services, etc.
LEAD SHIFT PHLEBOTOMIST
Biotest Plasma Center
2016.05 - 2019.11
- Perform venipuncture and capillary punctures to collect blood samples while ensuring minimal discomfort to patients
- Oversee the phlebotomy team, including scheduling shifts, assigning tasks, and evaluating performance to ensure efficient workflow and high-quality patient care
- Implement and maintain safety protocols to comply with OSHA and other regulatory bodies, ensuring a safe environment for both staff and patients
- Manage inventory of phlebotomy supplies, ordering new stock as necessary and ensuring tools and equipment are properly maintained and sterilized.
Store Supervisor
Hess Service Station Retail
1994.08 - 2003.04
- Maintained customer experience through team member interaction and store presentation
- Developed and trained retail sales team members by conducting daily sales observations, weekly report card sessions, and weekly sales meetings
- Maintained the sales quota through inside sales at retail store on a daily basis
- Supervised actions of the retail sales associates
- Prepared cost analysis, quotes, and profit calculations
- Maintained knowledge of new products and research, primarily computer systems
- Endeavor to meet and exceed team member expectations by providing department and service teamwork
- Demonstrated teamwork by assisting and cooperating with co-workers as needed
- Communicated effectively both written and verbal
- Maintained confidentiality of company and all customer information
- Achieve needed results and a high level of sales performance
- Assist event manager with managing and training of all employees in maximizing sales, and performing daily tasks
- Oversaw preparation of displays, merchandise, and presentations
- Coordinated the flow of goods from the stockroom to the sales floor, and did merchandise replenishment
- Assisted the store team in maintaining housekeeping standards and store's visual objectives by straightening merchandise and assisting in fixture and floor changes
- Oversaw and ensured compliance of all staff with established company policies
- Tallied all receipts and draw money before evening deposits
- Calculated sold merchandise compared to tallies at the end of the week
- Covered shifts when needed.
Education
Business Administration – Diploma / Certificate -
Miami Dade Community Collage
01.2003
High School Diploma -
Lindsey Hopkins
01.1995
Skills
- Call center experience
- Customer Focus
- Complaint Handling
- CRM Software
- Customer Service
- Critical Thinking
- Active Listening
- Problem-solving abilities
- Professional telephone demeanor
- Microsoft Outlook
- Computer Proficiency
- Documentation
- Data Entry
- Call Management
- Problem Resolution
- Dispute Resolution
- Product Knowledge
- Building rapport
- Microsoft Excel
- Microsoft Office Suite
- De-Escalation Techniques
- Customer Education
- Account updating
- Prioritization
- Service Upselling
- Microsoft PowerPoint
- Live chat support
- Research
- Technical Support
- Credit adjustments
Timeline
Customer Service Representative / Phone and Chat
Concentrix; Apple Card
2024.07 - 2023.11
CSR; Technical Support Agent
Dish Tv
2023.11 - Current
LEAD SHIFT PHLEBOTOMIST
Biotest Plasma Center
2016.05 - 2019.11
Patient Care Advocate (PCA); Team Lead
Express-Scripts
2014.08 - 2023.06
Store Supervisor
Hess Service Station Retail
1994.08 - 2003.04
Business Administration – Diploma / Certificate -
Miami Dade Community Collage
High School Diploma -
Lindsey Hopkins
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