Summary
Overview
Work History
Education
Skills
Timeline
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Katrina Reed

Florence,SC

Summary

Resolved 200+ client inquiries each week via phone, email, and social media pages (Facebook, Twitter, and Instagram). Spearheaded process improvements and trained 5 customer service staff on call handling, problem-solving, and client relationship establishment and maintenance. Experience consisted of requiring customer service, leadership and multitasking expertise to fully maximize personnel capacity to deliver unrivalled customer service standards to patrons.

Overview

21
21
years of professional experience

Work History

Consumer Relations Representative

Startek USA
05.2022 - Current
  • Leveraged up-to-date knowledge of all the company's products and services in answering client queries, achieving an over 95% client satisfaction score
  • Lauded for remaining calm and composed when handling dissatisfied clients, always striving to convert unhappy clients into loyal clients
  • Provided a best-in-class client service experience over the phone and other communication channels
  • Cut back on complaints 40% by initiating new call script to meet customers' most urgent needs
  • Created and maintained customer loyalty through excellent customer interactions
  • Engaged with customers to provide a positive customer experience, by answering questions and resolving complex customer inquiries

Technical Support Advisor

Startek (Spectrum LLC)
11.2019 - 03.2022
  • Managed customer inquiries and technical support issues, delivering solutions through live chat, email, and phone with a focus on professionalism and courtesy
  • Processed billing payments and handled transactional elements of customer service with precision and attention to detail
  • Navigated multiple systems simultaneously to provide real-time assistance, ensuring efficient resolution of customer concerns
  • Resolved customer technical issues to ensure all issues are closed in time with the right resolution and highest customer satisfaction
  • Opened tickets and maintained documentation to track tickets through resolution
  • Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by 95%.

Patient Registration

Marion County Medical Center
05.2004 - 06.2017
  • Reduced wait times at testing sites by streamlining patient registration processes and maintaining organized records of appointments.
  • Gathered and recorded patient contact information ( name, phone, & address).
  • Processed insurance and financial payment
  • Compiled essential documents for new patient registration packets, streamlining the intake process for both patients and providers.
  • Coordinated with other departments to ensure seamless integration of coding, patient registration, and claim submission processes for optimal efficiency in Medicaid billing operations.
  • Assisted in training new staff members on best practices for patient registration, improving overall team performance.

Education

Associate in Arts (AA) - Accounting

Florence Darlington Technical College
Florence, SC
05.2011

High school diploma -

Terrells Bay High School
Marion, SC
03.2011

Skills

  • Call center experience
  • Complaint handling
  • Strong negotiation
  • CRM software expertise
  • Customer service
  • Phone etiquette
  • MS office
  • Complaint resolution
  • Medical terminology
  • De-escalation techniques

Timeline

Consumer Relations Representative

Startek USA
05.2022 - Current

Technical Support Advisor

Startek (Spectrum LLC)
11.2019 - 03.2022

Patient Registration

Marion County Medical Center
05.2004 - 06.2017

High school diploma -

Terrells Bay High School

Associate in Arts (AA) - Accounting

Florence Darlington Technical College

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Katrina Reed