Katoria Greene
Albany,GA
Summary
Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
16
years of professional experience
Work History
Wire Technician/ Run Tester
Heatcraft Worldwide Refrigeration
07.2023 - Current
- Collaborated with fellow technicians to complete complex wiring projects within tight deadlines.
- Reduced service downtime by promptly addressing and resolving wire connectivity problems.
- Proficiency in reading and interpreting electrical schematics and wiring diagrams.
- Ability to conduct performance testing on HVAC units and diagnose any issues.
- Skilled in using hand tools, power tools, and testing equipment such as multimeters and oscilloscopes
- Experience with soldering and crimping wires and connectors.
- Strong problem-solving skills to identify and rectify electrical faults and malfunctions.
- Understanding of HVAC components and systems, including compressors, condensers, evaporators, and controls.
- Meticulous in performing wiring tasks and testing to ensure accuracy and safety.
- Effective verbal and written communication skills for reporting issues and collaborating with team members.
- Ability to manage time efficiently and prioritize tasks to meet deadlines.
- Knowledge of and adherence to safety protocols and procedures to prevent accidents and injuries.
- Understanding of industry standards and regulations, ensuring compliance in all wiring and testing activities.
- Basic computer skills for data entry and reporting.
- Maintaining accurate records of tests, results, and any corrective actions taken.
- Ensuring all work meets quality standards and specifications.
- Improved customer satisfaction by efficiently troubleshooting and repairing wire-related issues.
- Performed preventive maintenance of telecommunications equipment.
Lead Customer Service Representative
California Marketing Group
04.2019 - Current
- Engaged clients in person and over phone to answer questions and address complaints.
- Planned schedules and workflows based on expected customer demands.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Reviewed associate performance to identify training needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Delivered prompt service to prioritize customer needs.
Peer Support Specialist/Behavioral Aide
Platinum Recovery
02.2023 - 07.2024
- Served as a role model for clients, sharing personal experiences of recovery and resilience.
- Assessed client progress regularly, adjusting support strategies as needed to promote continued growth and success.
- Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills.
- Assisted clients in setting realistic goals and provided support during their journey towards achieving them.
- Facilitated peer support groups, creating a safe space for open discussion and shared experiences.
- Supported clients in maintaining employment by providing job coaching and assistance with workplace accommodations.
- Documented client interactions and outcomes, maintaining accurate and confidential records.
- Designed safe and supportive environment for clients to discuss issues.
- Displayed sensitivity to cultural and linguistic needs of clients and families served.
Peer Support Specialist
Federal Correctional Institution Tallahassee
06.2016 - 12.2022
- Demonstrated extensive knowledge of recovery and wellness principles and shared this information with others struggling during recovery.
- Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills.
- Observed strict regulations and procedures regarding each individual to maintain confidentiality of personal and health information.
- Assisted individuals in identifying and re-engaging with family, friends and other natural supports to build support system..
- Supported individuals dealing with mental health and emotional issues.
- Served as resource to support help desk requests.
- Increased awareness of and supported participation in self-help and advocacy organizations.
- Listened to clients' concerns and provided encouragement and support.
- Provided education on mental health topics and resources to clients.
- Facilitated group counseling sessions to support and encourage client growth.
- Displayed sensitivity to cultural and linguistic needs of clients and families served.
- Served as a role model for clients, sharing personal experiences of recovery and resilience.
- Coordinated with treatment providers on individual client cases ensuring continuity of care throughout the entire process.
- Documented client interactions and outcomes, maintaining accurate and confidential records.
- Facilitated peer support groups, creating safe environment for sharing and growth.
- Increased awareness of mental health resources in community through outreach efforts.
Wireless Sales Store Manager
One Touch Communications, LLC.
10.2011 - 07.2015
- Upsold customers by recommending accessories and promotions to increase revenue.
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Maintained accurate records of sales and customer information.
- Monitored entrances and exits to promote store safety and minimize product loss.
- Increased monthly sales 20% by recommending seasonal buy one get one sales, rebates and limited time offers.
- Assisted and supported training of new sales associates.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Recruited, hired, and trained a team of inside sales and warehouse staff, emphasizing superior customer service and solid selling skills.
- Managed daily store operations, ensuring a customer-ready, professionally merchandised showroom, warehouse, and grounds.
- Achieved and exceeded established sales, growth, and profitability goals through strategic partnership with the sales team.
- Maintained a high standard of store presentation and compliance with company policies and procedures.
Production Line Operator
Wayne- Sanderson Farms
06.2008 - 08.2011
- Minimized downtime by troubleshooting stoppages and breakdowns and calling for maintenance assistance.
- Assisted quality assurance by inspecting items and removing defective parts.
- Boxed, labeled, and transported items to support assembly operations.
- Used established assembly instructions to complete jobs quickly, accurately, and with zero errors.
- Packaged and labeled products using automated equipment.
- Performed basic maintenance of production equipment to prevent downtime.
- Maintained organized work area by cleaning and removing hazards.
- Made sure that products were produced on time and are of good quality.
- Inspected finished products for quality and adherence to customer specifications.
- Adjusted machines to increase productivity for runs.
Education
Bachelor of Science - Business Administration And Management
Strayer University
Washington, DC08.2025
Skills
- Scheduling
- Point of Sale Systems
- Product Knowledge
- Quality Management
- Problem-solving skills
- Attention to Detail
- Analytical Skills
- Time management abilities
- Professionalism
- Records Management
- Adaptability
- Multitasking
Timeline
Wire Technician/ Run Tester
Heatcraft Worldwide Refrigeration
07.2023 - Current
Peer Support Specialist/Behavioral Aide
Platinum Recovery
02.2023 - 07.2024
Lead Customer Service Representative
California Marketing Group
04.2019 - Current
Peer Support Specialist
Federal Correctional Institution Tallahassee
06.2016 - 12.2022
Wireless Sales Store Manager
One Touch Communications, LLC.
10.2011 - 07.2015
Production Line Operator
Wayne- Sanderson Farms
06.2008 - 08.2011
Bachelor of Science - Business Administration And Management
Strayer University
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