- Cooking
Katrina Six
Virginia Beach,VA
Summary
Dedicated Customer Service Representative optimizing business operations through prompt, efficient, and compassionate client assistance. Committed to delivering exceptional support to enhance organization functioning and foster positive customer relationships. Goal-oriented and driven to ensure utmost satisfaction for all clients.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Call Center Representative Team Lead
Great Atlantic Management
10.2023 - 09.2024
- Transformed Customer Engagement: Spearheaded a multi-channel approach, seamlessly integrating phone, live chat, email, and text to drive a 25% increase in customer interactions and a 15% boost in sales conversions for multiple storage facilities
- Sales Excellence: Utilized advanced consultative sales techniques to convert 80% of leads into revenue-generating opportunities, ensuring a streamlined onboarding process through meticulous rental agreements and documentation
- Operational Efficiency: Demonstrated exceptional operational acumen by accurately processing 500+ transactions monthly, updating customer information, and managing account changes with a 99.9% accuracy rate
- Customer Retention Strategist: Proactively addressed delinquent accounts through targeted outreach, providing personalized reminders and payment solutions that resulted in a 40% reduction in account cancellations and a 20% increase in customer retention
Helpdesk Assistant
Nesco Resource
11.2022 - 03.2023
- Technical Support Expert: Provided top-tier assistance to providers, ensuring seamless navigation of the Ohio Department of Medicaid website, with a 95% resolution rate on first contact
- User Empowerment: Empowered new users by creating credentials, facilitating login processes, and conducting verbal walkthroughs, resulting in a 30% decrease in repeat issues
- Issue Resolution: Efficiently handled requests for user role changes, password resets, and provider account modifications, with a 99% accuracy rate
- Escalation Management: Successfully escalated complex website issues through a case management program, ensuring prompt resolution and minimizing downtime
Benefits Specialist
Conduent HR Solutions
09.2012 - 07.2020
- Benefits Administration Expert: Utilized in-depth knowledge of multi-client CCR, H&W, and DB benefits to provide detailed information, facilitating informed enrollment decisions for employees
- Operational Efficiency: Processed password resets, assisted with website navigation, and maintained accurate personal and financial account data, adhering to company policies and federal laws
- Case Management: Effectively managed a personal case load of complex calls, conducting thorough research and providing timely resolutions, resulting in a 25% increase in customer satisfaction
- Team Support: Collaborated with team members to generate daily call stats reports, transcribe calls, and develop training programs for new team members, contributing to a 15% increase in team productivity
Education
B.S - Business Administration
DeVry University
02.2025
Skills
- CRM Systems
- Windows/Microsoft Office
- VoIP Phone Systems
- Case Management
- Critical Thinking
- Problem-solving skills
Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Supervised team of [Number] staff members.
- Documented and resolved [Issue] which led to [Results].
Certification
- Microsoft Office Specialist (MOS) Certification
- [State] Driver's License
Interests
Timeline
Call Center Representative Team Lead
Great Atlantic Management
10.2023 - 09.2024
Helpdesk Assistant
Nesco Resource
11.2022 - 03.2023
Benefits Specialist
Conduent HR Solutions
09.2012 - 07.2020
B.S - Business Administration
DeVry University
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