Katrina Maggard
60 Woodside Ln,KY
Summary
Dynamic Customer Service Representative with proven success at Foundever, recognized for enhancing customer satisfaction through active listening and critical thinking. Skilled in conflict resolution and adept at utilizing CRM software to streamline processes, resulting in improved resolution times and increased customer loyalty. Committed to fostering strong relationships and delivering exceptional service.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Foundever
07.2025 - Current
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded promptly to escalated issues, employing conflict resolution skills to maintain customer loyalty.
Customer Service Representative
Amb
10.2024 - 07.2025
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Inbound and outbound calls.
- Take payment calls
- Updated addresses weekly
Customer Service Representative
Global Solutions
05.2023 - 10.2024
- Educated customers on product features, fostering informed usage and increasing user engagement.
- Conducted training sessions for new hires, promoting knowledge sharing and improved service delivery.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Improved resolution time with effective problem-solving for customer complaints.
Chart Recovery
Schumacher Group
11.2010 - 06.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Viewed ER charts for 4 arh hospitals for completion
Customer Service Representative
Sykes Call Center
06.2008 - 11.2010
- Assisted customers with inquiries, resolving issues efficiently and enhancing satisfaction.
- Utilized CRM software to document interactions and track customer feedback for continuous improvement.
- Collaborated with team members to streamline processes, improving response times for customer inquiries.
- Implemented best practices in customer service protocols, ensuring consistency across all interactions.
- Monitored call metrics and provided feedback to peers for performance enhancement initiatives.
- Responded promptly to escalated issues, employing conflict resolution skills to maintain customer loyalty.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Assembly Line Worker
PPG
05.2005 - 08.2008
- Operated assembly line machinery to support efficient production processes.
- Followed safety protocols to maintain a secure work environment.
- Assisted in quality control checks to ensure product standards met specifications.
- Collaborated with team members to meet production deadlines consistently.
- Maintained cleanliness and organization of the workspace to promote efficiency.
- Adapted quickly to changes in production schedules and tasks as required.
- Met daily production quotas by working effectively within a fast-paced assembly line environment.
- Collaborated with team members to maximize productivity and ensure seamless workflow on the assembly line.
Education
General Studies
MC Napier High School
Hazard, KY05.1992
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Microsoft outlook
- Team development
- Paperwork processing
- Appointment scheduling
Timeline
Customer Service Representative
Foundever
07.2025 - Current
Customer Service Representative
Amb
10.2024 - 07.2025
Customer Service Representative
Global Solutions
05.2023 - 10.2024
Chart Recovery
Schumacher Group
11.2010 - 06.2020
Customer Service Representative
Sykes Call Center
06.2008 - 11.2010
Assembly Line Worker
PPG
05.2005 - 08.2008
General Studies
MC Napier High School
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