Summary
Overview
Work History
Education
Skills
Timeline
Generic

Katrina Wilson

Phoenix

Summary

Dynamic professional with a proven track record at InformData, excelling in team leadership and quality assurance. Adept at enhancing customer service through effective training and problem-solving. Skilled in Microsoft Office and payment processing, consistently driving improvements in call center metrics and fostering a collaborative environment.

Overview

10
10
years of professional experience

Work History

Front Desk Receptionist

Hope Network
Flint
01.2026 - 06.2026
  • Greeted and welcomed guests, providing a positive first impression of the company
  • Scheduled appointments and maintained an organized calendar for multiple staff members
  • Efficiently handled all incoming and outgoing mail, packages, and deliveries
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Maintained accurate client records in electronic health systems and databases.

Call Center Supervisor

InformData
Kennesaw
03.2016 - 06.2025
  • Managed a team of 5-15 call center agents, providing guidance and support to ensure high-quality customer service
  • Monitored call center metrics like average handle time, first-call resolution rate, and customer wait times to pinpoint improvement opportunities
  • Analyzed call recordings and provided feedback to agents to improve their communication skills and adherence to company policies
  • Led weekly team meetings to convey updates on company policies and upcoming campaigns, fostering team alignment and awareness
  • Assisted with hiring processes by conducting interviews/screenings of potential candidates for open positions within the call center department
  • Mentored new supervisors on leadership techniques, guiding them in effective team management within a fast-paced call center environment

Education

General Studies -

Flint Central
Flint, MI
05-1993

Skills

  • Problem solving
  • Quality assurance
  • Payment processing
  • Front desk operations
  • Team leadership
  • Staff training
  • Attention to detail
  • Telephone etiquette
  • Skilled in (Microsoft Office, Chip, ecare, CRM)
  • Office management
  • Customer service

Timeline

Front Desk Receptionist

Hope Network
01.2026 - 06.2026

Call Center Supervisor

InformData
03.2016 - 06.2025

General Studies -

Flint Central

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Katrina Wilson