Summary
Overview
Work History
Education
Skills
Quote
Timeline
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Katrina Nolen

Katrina Nolen

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

10
10
years of professional experience

Work History

Financial Literacy Counselor

Preme Consulting
05.2023 - Current
  • Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
  • Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
  • Recruited, trained and mentored junior financial and support staff to generate ideas, share knowledge and grow firm.
  • Responded to client concerns and questions about credit scores and methods to improve numbers.
  • Interviewed clients by telephone or in-person to gather financial information.
  • Answered over 70 customer communications per day via telephone, email and web chat.
  • Facilitated new client onboarding process and investment account setup.

Customer Service Representative

Omni Interactions, Inc
04.2020 - 02.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted available products and services to customers during service, account management, and order calls.

Customer Service Agent

ACAs Virtual Work Agency, LLC
01.2018 - 01.2020
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
  • Facilitated communications through management of inbound and outbound customer calls.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
  • Communicated with clients regarding account services, statements, and balances.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

Office Support Staff

Madewell Kitchens
08.2017 - 07.2018
  • Completed clerical tasks such as filing, copying, and distributing mail.
  • Managed daily data entry and kept clerical information accurate and up-to-date.
  • Maintained and updated office records, both digital and physical.
  • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Ordered office supplies and kept office stocked with needed resources to operate smoothly.
  • Collaborated with various departments to complete assigned tasks.
  • Prepared and edited documents to produce precise, accurate and professional communication.
  • Delivered clerical support by handling range of routine and special requirements.
  • Created purchase orders and tracked invoices to avoid missed or delayed shipments.
  • Submitted employee payroll documentation weekly to avoid errors and kept employees paid accurately and on time.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Completed daily logs for management review.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Ordered and distributed office supplies while adhering to fixed office budget.
  • Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
  • Drafted common document templates to reduce time spent creating documents from scratch.
  • Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
  • Proofread and edited documents for accuracy and grammar.

Front Office Assistant

The LaPorte Center
01.2016 - 05.2016
  • Maintained compliance to HIPAA Laws.
  • Directed phone inquiries, answered customer questions, and scheduled appointments.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
  • Reviewed and updated customer information in database for accuracy.
  • Responded to inquiries from callers seeking information.
  • Provided clerical support, addressing routine, and special requirements.
  • Completed patient check-in processes by verifying insurance and submitting forms.
  • Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
  • Coordinated master schedule by booking and rescheduling appointments and balancing workloads.
  • Maintained transaction security by verifying payment cards against identification.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Completed daily logs for management review.
  • Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.

Customer Service Representative

Martinez Marketing
05.2013 - 11.2014
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Leveraged sales expertise to promote energy rates and capitalize on up sell opportunities
  • Provided information to customers regarding charge card and loyalty program and helped to open and activate new accounts
  • Responded to customer requests for products, services and company information
  • Evaluated account and service histories to identify trends, using data to mitigate future issues

Education

Certification in Medical Billing and Coding -

Ultimate Medical Academy
Clearwater, FL
12.2015

High school diploma - undefined

Hudson High School
1998

Skills

  • Customer Service
  • Customer Relationship Management
  • Team Development
  • Customer Consulting
  • Problem-Solving Ability
  • Critical Thinking
  • Active Listening
  • Customer Account Management
  • Managing Multiple Tasks
  • Professional Telephone Demeanor
  • Policy and Procedure Adherence
  • Prioritization
  • Grammar
  • Quality Control
  • Typing Proficiency
  • CRM Software
  • Microsoft Word
  • Order Processing
  • Service Standard Compliance
  • Coordination
  • Documentation
  • System Implementation
  • Medical Terminology Knowledge
  • Microsoft Excel
  • Records Preparation
  • Computer Proficiency
  • Research
  • Calendaring
  • Recordkeeping Strengths
  • POS Systems Expertise

Quote

The strongest actions for a woman is to love herself, be herself and shine amongst those who never believed she could

Timeline

Financial Literacy Counselor

Preme Consulting
05.2023 - Current

Customer Service Representative

Omni Interactions, Inc
04.2020 - 02.2023

Customer Service Agent

ACAs Virtual Work Agency, LLC
01.2018 - 01.2020

Office Support Staff

Madewell Kitchens
08.2017 - 07.2018

Front Office Assistant

The LaPorte Center
01.2016 - 05.2016

Customer Service Representative

Martinez Marketing
05.2013 - 11.2014

Certification in Medical Billing and Coding -

Ultimate Medical Academy

High school diploma - undefined

Hudson High School

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Katrina Nolen