Katrina Hayes
New York,NY
Summary
Dedicated customer service professional with a strong understanding of service delivery and a track record of successful multitasking. Adept at adapting to changing environments and working collaboratively with teams to ensure customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Maximus Health Services
09.2022 - Current
- Responded to over 50 calls of customers request for products, services, and company information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Coordinator
TruGreen LandCare
07.2021 - 09.2022
- Explained charges, fees, terms of sales, and service agreements to over 100 customers daily.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
Patient Service Representative
Preferred Home Care of New York
11.2016 - 06.2021
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Provided excellent customer service to patients and medical staff.
- Engaged with patients to provide critical information.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Resolved customer complaints using established follow-up procedures.
- Facilitated communication between patients and various departments and staff.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Followed document protocols to safeguard confidentiality of patient records.
- Handled customer service inquiries in person, via telephone and through email.
Education
Business Administration Certificate - Business Administration
DeKalb Technical College
Clarkston, GA2005
Skills
- Microsoft Office
- Critical thinking
- Task prioritization
- Computer skills
- Microsoft office
- Data entry
- Multitasking
- Teamwork and collaboration
Timeline
Customer Service Representative
Maximus Health Services
09.2022 - Current
Customer Service Coordinator
TruGreen LandCare
07.2021 - 09.2022
Patient Service Representative
Preferred Home Care of New York
11.2016 - 06.2021
Business Administration Certificate - Business Administration
DeKalb Technical College
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