KATRINA CASE
Corning,NY
Summary
Multifaceted Lead Customer Service Representative with 12 years of achieving customer service satisfaction and customer retention goals. Proven customer service expertise, strong attention to detail, and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with a performance-oriented mindset.
Overview
15
15
years of professional experience
Work History
Lead Customer Service Representative
Corning Natural Gas
02.2011 - Current
- Train and mentor customer service representatives.
- Effectively supervise day-to-day front-end operations of a busy customer service department.
- Implemented ambitious customer service goals, and empowered customer service representatives to successfully meet them.
- Created customer service strategies and procedures to best deliver a satisfying experience for customers and exceeded team goals through effective client satisfaction rates.
- 98 % satisfaction rate. Highest customer service satisfaction rate for a utility company in NYS per the NYS public service commission.
- Plan schedules and workflows based on expected customer demands.
- Manage 25-50 customer calls daily.
- Decreased company’s arrears by 40%.
- Create billing batches to bill customers.
- Obtain data from technicians’ inspection reports and enter data into customer service billing software.
Lead Teacher
Corning Children’s Center
01.2009 - 02.2011
• Data entry
• Communication
• Time management
Education
Bachelor of Science - Business Administration, Organizational Leadership
Southern New Hampshire University
Manchester, NH02.2026
BA - undefined
Mansfield University
Mansfield, PA12.2009
BA - undefined
Buffalo State University
Buffalo, NY5.2009
Associate degree - Social Sciences & Humanities
Corning Community College
Corning, NY12.2007
Skills
- Exemplary customer service skills
- Coaching & mentoring
- Microsoft Excel & Microsoft Office
- Problem-solving
- Effective communication
- Active listener
- Empathy
- Adaptability
- Collaboration
- Empowerment
Timeline
Lead Customer Service Representative
Corning Natural Gas
02.2011 - Current
Lead Teacher
Corning Children’s Center
01.2009 - 02.2011
Bachelor of Science - Business Administration, Organizational Leadership
Southern New Hampshire University
BA - undefined
Mansfield University
BA - undefined
Buffalo State University
Associate degree - Social Sciences & Humanities
Corning Community College
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