Katrine Bryant
Raleigh-Durham,NC
Summary
Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals.
Overview
19
19
years of professional experience
Work History
Lead Work Management Specialist
Duke Energy
Raleigh-Durham, NC
01.2022 - Current
- As a key member of the operations team, I assist the work management supervisor with daily operations, leading and supporting my team, maintaining exceptional customer service, ensuring team safety and awareness, identifying consumer and business needs, impacting financial performance through process improvements, assisting operations in planned outages and escalations, communicating effectively with customers, and participating in the Durham event free council and health and wellness coordinator roles to drive business results.
Work Management I, II, Senior Specialist
Duke Energy
Raleigh-Durham, NC
01.2021 - 01.2022
- Provides vendor and contractor support, ensuring accurate material tracking for ARC failures and Sub Opt jobs to facilitate progression to Power Plan
- Generates and updates locates reports as needed for C&M requests
- Processes joint use permits to guarantee compliance with design guidelines
- Initiates WOs for pole removal and utility transfers
- Manages line technicians' vacation/time-off requests and callouts in Arcos
- Addresses escalated customer requests with effective solutions
- Verifies WO dates and monitors progress to meet deadlines, minimizing negative impact on net promoter score.
Residential/Business Services Specialist
Duke Energy
Raleigh-Durham, NC
01.2017 - 01.2021
- Deliver exceptional support to both internal and external stakeholders, focusing on high-revenue Business and Industry clients
- Foster and maintain strong relationships with diverse non-residential customers, collaborating with cross-functional teams, including account managers, engineers, and revenue services
- Serve as a subject matter expert, providing comprehensive support and training for business services inquiries received via telephone, fax, and email.
Customer Care Advocate
United Health Care
01.2013 - 01.2016
- Provided authoritative claims support by performing detailed reviews, research, investigations, negotiations, processing, and adjustments
- Uncovered trends, compiled reports, and consistently attained company standards for productivity, schedule adherence, and quality
- Streamlined referrals and patient information routing, notifying sources of disposition when applicable
- Ensured accurate patient documentation and referral information.
Customer Care Advocate
Optum Rx
01.2010 - 01.2013
- Delivered timely and accurate responses to customer inquiries, providing relevant information and maintaining current records of medical prescriptions
- Utilized multiple software systems to enhance customer assistance
- Developed strong, lasting relationships with customers, pharmacists, and suppliers.
Customer Care Specialist
Century Link
01.2006 - 01.2010
- Partnered with customers to assess service needs and offered customized solutions while providing superior customer service
- Identified and addressed basic network and modem functionality problems
- Instructed customers on typical hardware and software settings to enhance service functionality
- Applied strong interpersonal communication skills to interact with customers.
Education
Master of Arts in Education -
University of Phoenix
03.2024
Bachelor of Science in Business -
University of Phoenix
01.2021
Associate of Science in Criminal Justice -
University of Phoenix
01.2012
Skills
- Strong Communication Skills
- Leadership
- Problem Solving
- Conflict Resolution
- Project Management
- Research
- Critical Thinker
- Adaptable
- Collaborative
- Business Analysis
- Customer Relations
- Analytical Thinking
- Logistics Coordination
- Attention to Detail
Timeline
Lead Work Management Specialist
Duke Energy
01.2022 - Current
Work Management I, II, Senior Specialist
Duke Energy
01.2021 - 01.2022
Residential/Business Services Specialist
Duke Energy
01.2017 - 01.2021
Customer Care Advocate
United Health Care
01.2013 - 01.2016
Customer Care Advocate
Optum Rx
01.2010 - 01.2013
Customer Care Specialist
Century Link
01.2006 - 01.2010
Master of Arts in Education -
University of Phoenix
Bachelor of Science in Business -
University of Phoenix
Associate of Science in Criminal Justice -
University of Phoenix
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