Overview
Work History
Education
Skills
Timeline
Generic

Katrina Thompson

St. George

Overview

7
7
years of professional experience

Work History

Administrative and Education Assistant Manager

Zion HealthShare
St. George
01.2023 - Current
  • Manage a team of 10 agents and 2 leads, split between the Education Team and the Administrative Team.
  • Oversees scheduling, time off, and assists with the hiring of new agents.
  • Manage the orientation call process, booking page, live presentations, and feedback.
  • Manages the processes or administrative work.
  • Monitors stats and KPIs.
  • Maintains spreadsheets and resources needed for the completion of daily tasks.
  • Creates email templates and scripts.
  • Managed the call queues in Vonage Business Suite.
  • Monitor Chat flow in Sales IQ
  • Has experience with Tawk, Zoho, Zippy, Hint, Salesforce, 3cx, Vonage, Rippling, Paylocity, Time Clock Wizard

Administrative Lead

Zion HealthShare
St. George
08.2022 - 01.2023
  • Supervised and managed the day-to-day operations of the Administrative team by setting a positive example, delegating tasks, providing coaching, and setting goals.
  • Managed training materials, work instructions, SOPs, email templates, and scripts for my agents.
  • Created and managed processes, identified common issues, and used creative problem-solving to resolve the issues.
  • Delegated work and ensured the completion of all work by the end of the day or by the due date.

Customer Service and Administrative Representative

Zion HealthShare
St. George
03.2021 - 08.2021
  • Provided excellent customer service through phone, email, and chat, utilizing multitasking as I took on these tasks often all at once.
  • Processing and maintaining memberships, and their billing.
  • Contacting past-due members to collect contributions.
  • Completing orientation calls, sales calls, and customer service calls.

Escalation Specialist

Allconnect
St. George
09.2019 - 03.2021
  • Used a high level of de-escalation skills as I investigated customer claims and negotiated reimbursement.
  • Handled supervisor-level calls, addressing complex issues.
  • Reviewed and listened to calls. Wrote detailed reports on investigation findings, which would be reviewed by partners, clients, and management.
  • Responded to BBB complaints.
  • Provided support to the data entry and customer service teams.
  • Led training for new escalation agents, as well as Saves agents.
  • Strong written communication skills, along with proficient experience with Microsoft products.

Saves Agent

Allconnect
St. George
11.2017 - 09.2019
  • Combined customer service and data entry skills.
  • Made outbound and took inbound customer service calls, using a strong level of verbal communication and customer service skills.
  • Processed orders were placed with the sales team by one using data entry skills and knowledge of multiple CRMs to complete the processing of the order with high completion rates and accuracy rates.
  • Contacted members whose orders had discrepancies preventing completion to 'save the sale,' de-escalating customers where necessary, correcting the information, and ensuring the order was processed completely. De-escalation was heavily used as part of this process.
  • Worked on specialized teams to process orders for Spectrum and Verizon.
  • Gained experience with Optix, CSG, CIMS, ENCORE, and ICOMS processing systems

Education

High School Diploma -

Dixie High School
St. George, UT
05-2016

Skills

  • Creative Problem Solving
  • Time management
  • Analytical thinking
  • Leadership
  • De-escalation
  • Customer service
  • Proficient in Microsoft Teams
  • Adaptable
  • Integrity
  • Strong work ethic
  • Business-minded

Timeline

Administrative and Education Assistant Manager

Zion HealthShare
01.2023 - Current

Administrative Lead

Zion HealthShare
08.2022 - 01.2023

Customer Service and Administrative Representative

Zion HealthShare
03.2021 - 08.2021

Escalation Specialist

Allconnect
09.2019 - 03.2021

Saves Agent

Allconnect
11.2017 - 09.2019

High School Diploma -

Dixie High School

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Katrina Thompson