Katrina Joseph
Port Arthur,TX
Summary
Results-driven professional seeking a challenging role that emphasizes excellence and offers growth opportunities. Proven track record in delivering high-quality outcomes, with strong competencies in project management, strategic planning, and team leadership. Committed to continuous improvement and leveraging skills to drive organizational success.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Concentrix
Port Arthur, TX
06.2024 - 10.2024
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Representative
Focus Staff
Beaumont, TX
06.2015 - 02.2023
- Field inbound calls in a professional manner
- Respond to and resolve customer questions
- Research possible solutions to customer issues
- Sell/Up sell products on customers accounts
- Retain customers wanting to cancel services
- Deescalate angry customers
Customer Service Representative
West Call Center
Beaumont, TX
12.2008 - 04.2015
- Responsible for Processing chargeback disputes and manually reviewing orders that have been declined for fraud by our fraud provider
- Responsible for monitoring and coordinating fraud risk management projects for credit cards
- Helps manage identity theft fraud risk, develops strategies and rules used to evaluate and control fraud risk, and analyzes the impact
- Develops and maintains the analytical framework and support for the fraud risk management and reporting processes
- Responsible for analytic support for partners, working closely with product managers and providing partner specific performance
Customer Service Representative
Sitel
Remote
01.2003 - 12.2008
- Provided customer service in a call center environment
- Responded to and resolved customer complaints and inquiries
- Interacted with customers to see if their needs were met and if there were any problems
- Demonstrated the ability to make quick and accurate decisions
- Implemented various, unique sales strategies to meet daily sales quota
- Responsible for troubleshooting products provided by the company
- Maintained above average quality and closed sales rates
- Strived to deliver on all promises
Education
High school diploma -
Memorial High School
Port Arthur, TX06.2005
Skills
- Call center
- Customer service
- Data entry
- Typing
- Computer skills
- Microsoft
- Problem-solving
- Upselling
Certification
- Driver's License
- CPR Certification
- CNA
- First Aid Certification
Timeline
Customer Service Representative
Concentrix
06.2024 - 10.2024
Customer Service Representative
Focus Staff
06.2015 - 02.2023
Customer Service Representative
West Call Center
12.2008 - 04.2015
Customer Service Representative
Sitel
01.2003 - 12.2008
High school diploma -
Memorial High School
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