KATRINA THURMOND
Proctor,AR
Summary
Dedicated customer service professional with a strong ability to enhance satisfaction through effective problem resolution and attentive communication. Proven experience in maintaining accurate records and providing timely support, contributing to organizational goals and customer loyalty.
Overview
44
44
years of professional experience
Work History
Customer Service Representative
TTEC
Austin, Texas
06.2021 - 04.2026
- Handled customer complaints empathetically, ensuring resolutions that maintained customer trust and satisfaction.
- Resolved customer issues with knowledgeable and friendly service, fostering high levels of satisfaction and loyalty.
- Answered customer inquiries, providing accurate product and service information to enhance decision-making.
- Provided product information and guided customers in making informed choices.
SHIPPING CLERK
Warren Oil Company
West Memphis, Arkansas
11.2020 - 05.2021
- Maintained accurate shipping documentation and inventory records to support timely dispatch.
- Ensured that all outgoing items were properly labeled with correct information such as destination addresses, weight limits.
- Verified shipping documents to ensure compliance with regulations and prevent shipment errors.
CALL CENTER REP FOR UNITED HEALTHCARE
Broadpath
08.2020 - 12.2020
- Answered incoming calls, delivering professional and knowledgeable service to foster positive customer experiences.
- Managed high volume of inbound customer inquiries, ensuring timely and accurate responses to enhance customer satisfaction.
- Resolved customer issues through active listening and problem-solving, leading to increased customer retention and loyalty.
- Documented customer interactions in the company database efficiently.
REVENUE AUDITOR
Southland Gaming and Racing
09.1982 - 07.2020
- Conducted detailed audits of revenue transactions and financial records to ensure accuracy and compliance.
- Reviewed compliance with gaming regulations and internal policies to mitigate risks.
- Analyzed discrepancies in financial reports and resolved issues promptly.
- Prepared comprehensive audit documentation for management review to support informed decision-making.
- Coordinated with external auditors during annual reviews.
Accounting clerk
Southland Gaming and Racing
01.1998 - 12.2006
- Processed invoices, payments, and statements in a timely manner.
- Processed invoices to ensure on-time payments to vendors and suppliers.
- Utilized accounting software for efficient data entry and precise financial reporting.
- Communicated effectively with team members to resolve discrepancies in accounts.
Dining Room supervisor
Southland Gaming and Racing
01.1999 - 12.2003
- Supervised dining room operations, achieving high levels of service and guest satisfaction.
- Trained and mentored staff, resulting in improved service quality and effective teamwork.
- Handled customer inquiries and resolved complaints, enhancing overall guest experience.
Part-time Waitstaff
Southland Gaming and Racing
01.1982 - 12.1999
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Evaluated customer needs promptly during interactions to provide tailored assistance.
- Executed day-to-day duties with accuracy and efficiency to maintain service standards.
SECRETARY
Metal Prep
09.1992 - 08.1994
- Coordinated schedules and meetings, ensuring optimal time management for staff and management.
- Maintained filing systems and organized office documents for quick access and retrieval.
- Assisted in preparing reports and presentations for management review.
- Managed correspondence to facilitate smooth office operations.
Education
Certificate of Technical Studies - Accounting
Mid-South Vo-Tech
West Memphis, AR07-1985
Skills
- Customer account management
- Customer billing support
- Customer feedback analysis
- Service recommendations
- Quality assurance
- Information management
- Document organization
- Appointment coordination
- Accuracy
- Time management
- Deadline-oriented
- Problem-solving skills
- Problem solving
- Conflict resolution
- Team Work
- Communication skills
- Effective communication
- Attention to detail
- Active Learner
- Employee support
Timeline
Customer Service Representative
TTEC
06.2021 - 04.2026
SHIPPING CLERK
Warren Oil Company
11.2020 - 05.2021
CALL CENTER REP FOR UNITED HEALTHCARE
Broadpath
08.2020 - 12.2020
Dining Room supervisor
Southland Gaming and Racing
01.1999 - 12.2003
Accounting clerk
Southland Gaming and Racing
01.1998 - 12.2006
SECRETARY
Metal Prep
09.1992 - 08.1994
REVENUE AUDITOR
Southland Gaming and Racing
09.1982 - 07.2020
Part-time Waitstaff
Southland Gaming and Racing
01.1982 - 12.1999
Certificate of Technical Studies - Accounting
Mid-South Vo-Tech