Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Timeline
Generic

Katrina Norris

Riverview,FL

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, analyzing data and aligning efforts with organizational goals. Known for adaptability, creativity, and results-oriented mindset. Brings positive attitude and commitment to continuous learning and growth.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Cross Border Remote Work & Employment Tax

Citigroup
Tampa, FL
03.2022 - 05.2026
  • Analyzed data trends to support strategic decision-making processes.
  • Led initiatives to optimize reporting processes, ensuring timely delivery of critical business insights.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Crisis project lead (Middle eastern, Lebanon, Russia)
  • Analyzed employee right to work documents and visas for cross border remote work.
  • Provided approvals or denials in cross border remote work cases.
  • Effectively communicated with cross-functional teams on project updates, timeline adjustments, or other relevant information pertaining to cross border work-related tasks.
  • Presented findings to stakeholders, facilitating informed decisions based on comprehensive analysis.
  • Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
  • Analyzed and corrected employee travel calendars based on international and domestic travel.
  • Provided approval for travel to Citi presences countries.
  • Processed return to employment cases for returning employees.

Credit Card Collection Specialist

JPMorgan Chase
Tampa, FL
10.2020 - 03.2022
  • Offered professional efficient service to all customers, handled challenging situations with ease.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Participated in team-building activities to enhance working relationships.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Worked with customer to create debt repayment plan based on current financial condition.

Business Loan Specialist (PPP Program/project)

JPMorgan Chase
Tampa, FL
01.2021 - 08.2021
  • Evaluated loan applications to determine creditworthiness and eligibility.
  • Collaborated with clients to gather necessary documentation for loan processing.
  • Streamlined workflows to enhance efficiency in loan approval processes.
  • Conducted thorough reviews of financial statements to ensure accuracy and compliance.
  • Prepared manual applications through Docusign system.
  • Completed 60-200 outbound calls daily to clients for forgiveness program.
  • Daily use of Docusign, Business Central, Loan Tracker, Online Admin Tool.

Billing Customer Service Supervisor

Spectrum
Riverview, FL
07.2017 - 08.2020
  • Coordinated with other internal departments and customers to keep operations running smoothly and solve both routine and complex problems.
  • Documented customer information obtained from interviews.
  • Investigated and reported issues relating to customer care or conditions that might hinder patient well-being.
  • Implemented new floor assignments
  • Coached management on communication tactics with staff and customers regarding organization changes.
  • Responded to customer requests with friendly, knowledgeable service and support.
  • Oversaw team of 15-30 customer service professional assisting customers with billing concerns.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Managed major quality problems by implementing effective plans.
  • Prepared QA evaluation reports and submitted them to management.
  • Educated employees on specific QA standards and confirmed all standards were being maintained.
  • Managed payroll for an organization of 30+ personnel.
  • Oversaw day-to-day processing of payroll for 30+ employees, including review of timesheets and computing pay in accordance with FLSA.
  • Created new lesson plans based on course objectives.
  • Successfully improved agent participation through creative role-playing exercises.
  • Coordinated progress partner support after on the job training for continuous success.
  • Daily use of people soft, ICOMS, CRM, QMS, RTA, Aspect, Kronos, Microsoft office, Excel and Outlook.

Customer Service Supervisor

HSN
St. Petersburg , FL
01.2015 - 07.2017
  • Investigate and resolve customer inquiries and complaints in an empathetic manner.
  • Cross-trained and backed up other customer service managers.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solve unresolved customer issues.
  • Assume ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Train staff on operating procedures and company services.
  • Provide accurate, specific and timely performance feedback for CSR's.
  • Identify individual development needs with appropriate training.
  • Review and coach to behavior opportunities in quality assurance calls
  • Facilitator of "CIA" team responsible for insuring representatives are consistently creative professional memorable shopping experiences
  • Daily use of people soft, CMS, smart auditor, Qfiniti, STAR, Microsoft office and outlook
  • Facilitator of sit back, relax, lets chat group
  • Member of new hire on-boarding process

Sales WAH Supervisor

HSN
St. Petersburg , FL
04.2013 - 01.2015
  • Responsible for team productivity and manage work flow to meet or exceed quality sales goals.
  • Provided accurate, specific and timely performance feedback for sales representatives on side by side reporting
  • Encouraged self motivation and team participation
  • Identified individual performance behavior opportunities with appropriate HOC
  • Supervised WAH sales team of 30-35 sales representative
  • Effectively lead new sales team to exceed purchase rate expectations within first 90 days.
  • Daily use of people soft, CMS, smart auditor, Qfiniti, STAR, Microsoft office and outlook

Senior Account Supervisor

HSN
St. Petersburg , FL
03.2009 - 04.2013
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Met quality standards every quarter.
  • Second tier supervisor.
  • Trained staff on new procedures.
  • Provided accurate, specific and timely performance feedback for CSRs.
  • Effective liaison between customers and internal departments.
  • Kiazen Counsel
  • Engagement Boosting Committee.
  • Developed highly empathetic customer relationships and earned a reputation for exceeding service standard goals.

Education

High School Diploma - College preparation

Robinson Senior High School
6311 S. Lois ave. Tampa FL, 33616
2003

Skills

  • Leader, role model
  • Customer advocate
  • Skilled trainer
  • Excellent time management skills
  • Effective problem solver
  • Fast learner
  • Adherence to high customer service/sales standards
  • Microsoft Outlook, Word and Excel
  • Effective work-flow management
  • Service-oriented
  • Efficient
  • Team building
  • Skilled negotiator
  • Quality assurance
  • Payroll
  • Data analyst

Accomplishments

  • Won Partner in excellenceaward in 2011, 2012 in all 4 quarters.
  • Managed the Nite Owl award in Q3 2013 for Top sales team for purchase rate

Affiliations

  • Engagement Boosting Committee
  • Kiazen counsel
  • Liaison for community service
  • Continuous learning group

Certification

  • Partner in excellence
  • Heart of coaching certified

Timeline

Cross Border Remote Work & Employment Tax

Citigroup
03.2022 - 05.2026

Business Loan Specialist (PPP Program/project)

JPMorgan Chase
01.2021 - 08.2021

Credit Card Collection Specialist

JPMorgan Chase
10.2020 - 03.2022

Billing Customer Service Supervisor

Spectrum
07.2017 - 08.2020

Customer Service Supervisor

HSN
01.2015 - 07.2017

Sales WAH Supervisor

HSN
04.2013 - 01.2015

Senior Account Supervisor

HSN
03.2009 - 04.2013

High School Diploma - College preparation

Robinson Senior High School