Katrina Raymond
MAGNA,US
Summary
Experienced Supervisor with a proven track record of successfully leading teams to enhance service quality and operational efficiency. Exceptional skills in empathy, customer service, and conflict resolution honed over two decades in the industry. Passionate about creating a positive impact through strategic collaboration and innovative problem-solving. Aspires to further develop leadership capabilities in dynamic environments.
Overview
20
20
years of professional experience
Work History
AGENT
Globe Life Liberty National
08.2024 - Current
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Developed strong relationships with clients through excellent customer service and regular followups.
RECOVERY SUPPORT SUPERVISOR
House of Hope
05.2019 - 02.2024
- Lead 20+ staff in hiring, training, ensuring 24/7 client safety and support
- Enhanced service quality through integrated case management
- Optimized shift coverage for seamless operations across four facilities
- Conducted bi-annual evaluations to identify skill gaps and improve team capabilities
- Supported women in recovery, ensuring rule compliance and emotional stability
- Conducted urinalysis tests, maintaining safety and program integrity
- Provided transportation, improving access to essential services
- Managed emergencies, ensuring client safety and effective resolution
- Collaborated with clients, fostering a supportive and empathetic environment
RECOVERY ASSISTANT
House of Hope
07.2018 - 05.2019
- Ensured compliance with all relevant regulations and guidelines regarding patient privacy, confidentiality, and consent procedures.
- Established rapport with diverse patient populations by demonstrating cultural sensitivity and adapting communication styles as needed.
- Promoted a positive therapeutic environment through active listening, compassionate support, and clear communication techniques.
- Supported patients'' emotional well-being, addressing concerns related to recovery process and offering empathetic encouragement.
- Enhanced patient recovery by implementing customized care plans and monitoring progress.
DATA CONVERSION OPERATOR
USPS
02.2018 - 02.2019
- Streamlined mail sorting, boosting efficiency through accurate data entry
- Enhanced mail distribution with precise data management, ensuring smooth operations
- Contributed to effective mail handling by maintaining critical data accuracy
CUSTOMER SERVICE REPRESENTATIVE
Clearsource - Traeger Project
11.2017 - 02.2018
- Addressed technical queries for Traeger grills, boosting customer satisfaction and trust
- Resolved complex issues, enhancing response efficiency and reducing repeat inquiries
- Utilized product knowledge to foster positive client interactions and brand loyalty
- Documented interactions meticulously, identifying issues for product and manual improvements
- Collaborated with teams to relay feedback, contributing to product and support enhancements
- Resolved billing inquiries, boosting customer satisfaction and reducing disputes
CUSTOMER SERVICE REPRESENTATIVE/SUPERVISOR
Convergys - Chrysler, Dodge, Jeep, Ram and Cabela's
09.2016 - 11.2017
- Mentored team, enhancing performance and efficiency through guidance
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Managed accounts, ensuring accurate billing and swift resolution of issues
- Assisted in supervisory tasks, maintaining high service standards
PHYSICAL THERAPY ASSISTANT/HOME HEALTH
Love Home Health
06.2005 - 06.2011
- Developed exercise programs enhancing mobility and reducing pain for elderly clients
- Collaborated with teams to create care plans improving client well-being
- Implemented mobility training, increasing client independence and engagement
- Delivered physical therapy treatments, enhancing range of motion and comfort
- Partnered with healthcare teams to ensure comprehensive client care
PHYSICAL THERAPY ASSISTANT
Murray Care Center
06.2004 - 01.2006
- Conducted mobility training, enhancing patient independence and quality of life
- Implemented pain control techniques, improving patient comfort and engagement
- Facilitated strengthening exercises, contributing to rehabilitation success
- Collaborated with healthcare teams, optimizing patient care strategies
- Led programs for disabled clients, enhancing life quality and transitions
Education
BACHELORS - PSYCHOLOGY
Utah Valley University
Salt Lake City, UtahASSOCIATES OF APPLIED SCIENCE -
Salt Lake Community College
Salt Lake City, Utah12.2003
ASSOCIATE OF SCIENCE -
Salt Lake Community College
Salt Lake City, Utah05.2001
Skills
- Problem-solving skills and quick learner
- Positive attitude and empathy
- Customer service and care
- Relationship building
- Microsoft and computer skills
- Communication
- De-escalation
- Case management
- Conflict resolution
- Supervision
- Customer service
- Data entry
- Training and mentoring
- Staff management
Accomplishments
- Supervised team of 25 staff members.
Languages
English
Timeline
AGENT
Globe Life Liberty National
08.2024 - Current
RECOVERY SUPPORT SUPERVISOR
House of Hope
05.2019 - 02.2024
RECOVERY ASSISTANT
House of Hope
07.2018 - 05.2019
DATA CONVERSION OPERATOR
USPS
02.2018 - 02.2019
CUSTOMER SERVICE REPRESENTATIVE
Clearsource - Traeger Project
11.2017 - 02.2018
CUSTOMER SERVICE REPRESENTATIVE/SUPERVISOR
Convergys - Chrysler, Dodge, Jeep, Ram and Cabela's
09.2016 - 11.2017
PHYSICAL THERAPY ASSISTANT/HOME HEALTH
Love Home Health
06.2005 - 06.2011
PHYSICAL THERAPY ASSISTANT
Murray Care Center
06.2004 - 01.2006
ASSOCIATES OF APPLIED SCIENCE -
Salt Lake Community College
ASSOCIATE OF SCIENCE -
Salt Lake Community College
BACHELORS - PSYCHOLOGY
Utah Valley University
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