KATRINA M. HARRIETT
KNOX,PA
Summary
Customer-focused customer service professional with over 20 years of experience in managing phone and in-person inquiries. Proven track record of problem-solving, decision-making, and attention to detail, resulting in a 99% satisfaction rate. Proficient in point-of-sales systems, drafting customer emails, and following up on requests.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Office of Personnel Management-Retirement Services
Boyers, PA
05.2021 - Current
- Provide guidance and direction related to any function within the department
- Do weekly supply orders for the work to be done efficiently and effectively
- Audit CSR work
- Gather, and record figures related to productivity within the mailroom
- Open and sort mail daily
- Process address change, direct deposits
- Tax changes, password reset
- Process verification of annuity and life insurance
- Process CSRS, FERS, and FEGLI designation forms
- Route case to the corresponding location
- Daily job function
- Log and sort express mail
- Sort Rio printer then fold and insert
- Meter Pressure mail
- Production printer
- Courier Runs
- Sort and send Faxes.
- Answered incoming customer inquiries regarding product and service information.
Case Screening Technician
Asrcfederal (formally NTConcepts
Boyers, PA
02.2018 - 05.2021
- Review case to ensure all documents from agencies are accurate and received accordingly to guidelines
- Schedule case with complete information meeting the production and quality standards
- Utilize multiple systems including PIPS and OPIS
- Communicate with team member to acquire missing information.
Shift Manager
Aldi'
Cranberry, PA
02.2015 - 02.2018
- Deliver courteous, efficient customer service and contribute to the overall value, shoppers.
- Operates conveyor belts and cash registers to scan merchandise, finalize sales transactions, and ensure customer satisfaction.
- Assists Store Management by merchandising products, monitoring inventory, and keeping the store looking its best.
Teller
Farmers National Bank
Eau Claire, PA
04.2014 - 08.2014
- Handles various accounting transactions and reconciliation tasks.
- Provides account status data whenever required.
- Processes a range of retail and commercial transactions.
- Complies with all operational, security, and control policies and procedures.
- Performs data entry services regarding customers' accounts and transactions.
- Assists with all secretarial responsibilities within the bank.
Head Cashier
The Home Depot
Oil City, PA
07.2006 - 11.2013
- Responsible for the supervision of a team of cashiers, providing training, monitoring, and assistance with operational issues.
- Managed sensitive and confidential matters like personnel relations, employee relations, and organizational changes, and protected the security of information, data, and files.
- Prepared written correspondence as required and explained facts, processes, and procedural matters. Responded to various queries from managers, employees, and store customers.
- Responsible for the correct calculation of all invoices, based on the combination of goods and services purchased by the customer.
- Worked in a large operation where customers needed assistance carrying items, retrieving items from different height levels, and pushing carts around the store to collect items a customer has requested.
- Consistently utilized basic computer and accounting skills properly to operate the cash registers, reconcile transactions, and understand the entire inventory management system.
- Met regularly with store management to discuss issues and concerns, such as problems with store products, security, and introduction of new business practice, to address any problems.
- Worked a variety of shifts from day to day, including opening and closing of the store.
- Ensured that every customer was treated with the highest quality of customer service and that their checkouts were fast and friendly.
- Primary point of contact for customer inquiries, complaints, and billing questions.
Instructional Aide
YWCA Twin Creeks Head Start
Clintonville, PA
10.2005 - 05.2006
- We monitored individual students with special needs during classroom and playground activities to provide a safe and positive learning environment.
- Assisted licensed staff members in instructing students, individually and in small groups, by implementing lesson plans and instructional activities.
- Provided personal care and assistance to students to help them access their education, which included toileting, personal hygiene, feeding, and mobility.
- Maintained classroom equipment, students' files, records, etc.
- This is to ensure the availability of items as required.
- Communicated consistently with parents, special needs children, and the staff.
Office Manager
Merryman's Logging
Shippenville, PA
06.2004 - 05.2005
- Direct interface for all administrative functions between employees and management.
- Responsible for the accuracy, accountability, and completeness of Payroll.
- Maintained accountability of all administrative matters of 6 employees and maintained accuracy of employees' files.
- Prepare company tax paperwork for the IRS.
- Processed incoming and outgoing correspondence by mail, fax, and phone.
- Operated equipment, such as a scanner, calculator, copier, fax machine, computer, and related word processing and spreadsheet software.
- Posted payments, adjustments, and returned checks and refunds.
- Set up and maintained various files, records, and registers, keeping them in alphabetical or numerical order.
- Prepared account summaries and reports.
Education
Vocational/Technical Certificate - Medical Office Management
Clarion University of Venango
PAHigh school graduate or equivalency certificate (GED) -
Keystone
PASkills
- Problem-solving
- Decision making
- Attention to detail
- Point-of-sales systems
- Drafting customer emails
- Following up on requests
- Customer service
- Phone and in-person queries
- Written and email queries
- Supply ordering
- Auditing
- Record keeping
- Mail sorting
- Address change processing
- Direct deposit processing
- Tax change processing
- Password reset processing
- Verification of annuity and life insurance processing
- CSRS, FERS, and FEGLI designation form processing
- Case routing
- Express mail logging and sorting
- Rio printer sorting, folding, and inserting
- Meter pressure mail processing
- Production printer operation
- Courier runs
- Fax sorting and sending
- Filing and imaging functions
- Labeling and assembling case files
- CERS and FERS integration
- Non-case record pulling, running through EDMS, alphabetizing, and filing
- Case screening
- Document review
- Scheduling
- Utilizing multiple systems (PIPS and OPIS)
- Communication with team members
- Cash register operation
- Merchandising
- Inventory monitoring
- Accounting transactions handling
- Account status data providing
- Retail and commercial transaction processing
- Data entry services
- Secretarial responsibilities
- Cashier supervision
- Personnel and employee relations management
- Invoice calculation
- Customer assistance
- Computer and accounting skills
- Store management communication
- Shift flexibility
- Quality customer service
- Inquiry handling
- Instructional aide duties
- Special needs student monitoring and assistance
- Lesson plan implementation
- Personal care and assistance
- Classroom equipment maintenance
- Parent and staff communication
- Office management
- Administrative functions
- Payroll accuracy and accountability
- Employee file maintenance
- Tax paperwork preparation
- Correspondence processing
- Office equipment operation
- Payment posting and adjustment
- File and record maintenance
- Report preparation
- Medical office management
- Dependability
- Friendly and courteous demeanor
- Willingness to learn
- Fast learner
- Typing (40 wpm)
- 10-key use
- Proficiency in Word, Excel, and QuickBooks
- Communication in Business certification
- Medical Terminology certification
- Medical Insurance and Coding certification
- Pennsylvania Child Abuse certification
- Customer Relationship Management
- Problem Resolution
- Good communication skills
- Report Generation
- Complaint resolution
- Customer Relations
- Customer Service
Certification
- Communicating In Business, Clarion University of Ven in Pennsylvania, 01/2003
- Medical Terminology, Clarion University Of Vena in Pennsylvania
- Medical Insurance, Coding, Clarion University of Vena in Pennsylvania
- Pennsylvania Child Abuse, Department of Public Welfare in Pennsylvania
Qualificationsandachievements - Additionalskillsandachievements
Other Special Training: fetal alcohol syndrome disorders, disabilities awareness, autism. Dependable, can be counted on to get the job done, friendly, courteous and pleasant to all, willing to learn and a fast learner, can type 40 wpm, use a 10 key, proficient in Word Excel and Quick books
Timeline
Customer Service Specialist
Office of Personnel Management-Retirement Services
05.2021 - Current
Case Screening Technician
Asrcfederal (formally NTConcepts
02.2018 - 05.2021
Shift Manager
Aldi'
02.2015 - 02.2018
Teller
Farmers National Bank
04.2014 - 08.2014
Head Cashier
The Home Depot
07.2006 - 11.2013
Instructional Aide
YWCA Twin Creeks Head Start
10.2005 - 05.2006
Office Manager
Merryman's Logging
06.2004 - 05.2005
Vocational/Technical Certificate - Medical Office Management
Clarion University of Venango
High school graduate or equivalency certificate (GED) -
Keystone
- Communicating In Business, Clarion University of Ven in Pennsylvania, 01/2003
- Medical Terminology, Clarion University Of Vena in Pennsylvania
- Medical Insurance, Coding, Clarion University of Vena in Pennsylvania
- Pennsylvania Child Abuse, Department of Public Welfare in Pennsylvania
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