Katrina Calcaterra
Pevely,MO
Summary
Adept at enhancing customer experiences and streamlining operations, leveraged strategic sales knowledge and exceptional telephone etiquette at Unigroup to exceed lead center targets. Background in CRM and adaptability has consistently improved office productivity and customer satisfaction, showcasing ability to lead and innovate in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Customer Engagement Specialist
Unigroup
08.2021 - Current
- Responsible for initiating and answering telephone calls and processing electronic leads to schedule appointments for move quotes
- Acts as primary interface with potential customers, agents, and Unigroup surveyors to establish and coordinate details of survey appointments and requests for quotes
- Guides potential customers through specified process of obtaining needed information for their move in professional and courteous manner and creates move opportunity
- Introduces and gauges interest in various value-added services
- Provides ballpark quotes for basic moving services
- Provides quotes and sells stand-alone auto moves
- Routes customers to appropriate resources related to inquires outside of scope of lead center
- Performs cubing and estimating services for virtual sales team
- Responsible for meeting lead center targets and objectives identified
- Collected, arranged, and input information into database system.
- Exceeded sales targets by motivating team members and providing ongoing coaching.
- Engaged with customers to build rapport and loyalty.
Medical Secretary
Mercy Hospital St. Louis
10.2016 - 08.2021
- Verified insurance benefits or eligibility and documented in Epic system.
- Successfully scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
- Enhanced office efficiency by handling 60 callers per day.
- Performed general office duties such as faxing and scanning documents and sorting incoming and outgoing mail to improve overall office productivity.
- Supported providers in outpatient medical office through coordinating all administrative operations.
- Located, checked in and pulled medical records for patient appointments and incomplete charts.
- Answered phone calls and messages for 10 physicians medical facility, scheduling appointments and handling patient inquiries.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
Administrative Assistant
Robert Half International Inc.
02.2011 - 11.2014
- Assumed general clerical tasks independently as well as under guidance
- Obtained scanned medical records and uploaded into database
- Screened and sorted incoming mail, faxes, deliveries, routing to appropriate personnel
- Ensured that all computer system information was accurate and up-to-date
- Offered departmental administrative support.
- Executed record filing system to improve document organization and management.
- Transferred and directed phone calls, guests and mail to correct staff members.
- Kept reception area clean and neat to give visitors positive first impression.
- Managed Access databases converting complex data into easy-to-interpret data.
Provided administrative services, including phone and email correspondence, making copies, handling incoming and outgoing mail and faxes
Education
Associate Of Applied Science Degree - Business Administration
Jefferson College
Hillsboro, MO05.2020
Secretary Science Certificate - Business Administration
Clayton Business School
St Louis, MO08.1996
Skills
- Good telephone etiquette
- Cultural awareness
- Inbound and outbound calling
- Self-direction
- Strategic sales knowledge
- Slack communication experience
- Hubspot experience
- MS Office
- Call center experience
- Customer Relationship Management (CRM)
- Data Collection
- Problem Resolution
- Live chat support
- Attention to Detail
- Team Leadership
- Decision-Making
- Adaptability and Flexibility
Timeline
Customer Engagement Specialist
Unigroup
08.2021 - Current
Medical Secretary
Mercy Hospital St. Louis
10.2016 - 08.2021
Administrative Assistant
Robert Half International Inc.
02.2011 - 11.2014
Associate Of Applied Science Degree - Business Administration
Jefferson College
Secretary Science Certificate - Business Administration
Clayton Business School
Similar Profiles
Kimberly PerezKimberly Perez
Product Owner at UniGroupProduct Owner at UniGroup
Abigail SandersonAbigail Sanderson
Transportation Specialist at UniGroupTransportation Specialist at UniGroup
Lonnie EmmonsLonnie Emmons
Director Customer Engagement/Sales at UniGroupDirector Customer Engagement/Sales at UniGroup
Donna BoehnerDonna Boehner
Math Interventionist/Math Instructional Coach at Northwest R1 School DistrictMath Interventionist/Math Instructional Coach at Northwest R1 School District
Stacy BrockmeierStacy Brockmeier
Pre Sales at CarShieldPre Sales at CarShield