Katrina Russell
Hazel Green,AL
Summary
Customer service professional prepared for role with history of delivering valuable solutions and support. Proficient in SAP, CRM, Salesforce, and D365, known for optimizing processes and enhancing system performance. Passionate about customer satisfaction, skilled in training and implementation, and adept at solving complex issues swiftly.
Overview
16
16
years of professional experience
Work History
Customer Support Analyst IV
Global Healthcare Exchange
06.2021 - Current
- Serve as primary contact for Premium Support, resolving issues via phone, email, and chat promptly
- Troubleshot problems with software, hardware and networking for users.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Worked within task management system to receive, manage, and close support requests.
Aftermarket Customer Service Representative
Lippert Components Inc
07.2020 - 06.2021
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Logistics Rep II
Bayer Healthcare
03.2015 - 06.2020
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Account Order Coordinator
Nestle USA
09.2014 - 01.2015
- Trained new account coordinators on company procedures and best practices to facilitate seamless onboarding experiences.
- Ensured timely delivery of products to customers by diligently monitoring shipment progress and proactively intervening when necessary to avoid delays or disruptions.
- Developed strong relationships with clients through proactive communication and timely follow-up on outstanding issues.
Customer Service Group Leader (Call Center)
Heraeus Kulzer
07.2008 - 08.2014
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
Education
Bachelor of Science - Merchandising, Business
Indiana University Bloomington
Bloomington, IN05.1996
Skills
- SAP
- CRM
- D365
- Salesforce
- Esker
- Problem Solving
- Complex Issue Resolution
- Technical Support
Timeline
Customer Support Analyst IV
Global Healthcare Exchange
06.2021 - Current
Aftermarket Customer Service Representative
Lippert Components Inc
07.2020 - 06.2021
Customer Logistics Rep II
Bayer Healthcare
03.2015 - 06.2020
Account Order Coordinator
Nestle USA
09.2014 - 01.2015
Customer Service Group Leader (Call Center)
Heraeus Kulzer
07.2008 - 08.2014
Bachelor of Science - Merchandising, Business
Indiana University Bloomington
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