Katriona D. McFarland
Shreveport,LA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Member Support Agent
Nexrep
08.2023 - Current
- Communicate and provide support to members over the phone and by email
- Register accounts with accuracy and with attention to detail in a considerate and timely manner
- Act with discretion and confidentiality when handling member information
- Increase overall member satisfaction by meeting and exceeding support metrics and service levels
Human Resources Assistant
Amazon
10.2021 - 09.2022
- Initiate and respond to inquires about leave and disability events, benefits, and options available to employees
- Serve as a point of contact for employees to provide case management services, including reviewing medical documentation to adjudicate the leave’s in compliance with the corresponding leave plans, federal and state laws and benefit plans, as defined by Amazon
- Communicate regular updates to employees and stakeholders both verbally and in writing and maintain system records to ensure accurate and timely information/documentation
- Compile and sort information while reviewing data for deficiencies and fraud patterns
Administrative Coordinator
Southern University Shreveport Louisiana
04.2019 - 05.2020
- Answer incoming calls; take messages and re- direct calls as required
- Organize travel and accommodation for staff
- Maintain rapport with faculty, staff, and students by researching and developing new services; setting priorities; and resolving problems
- Maintain continuity of work operations by documenting and communicating needed actions to management; discovering irregularities; determining continuing needs
Case Manager/ Intake Coordinator
The Geo Group
04.2012 - 09.2015
- Conduct investigations to determine the appropriate level of supervision for a client as well as residential placement
- Interview, counsel, and train clients concerning reintegration skills to include life and cognitive skills
- Perform administrative duties such as keyboarding, scheduling appointments, and distributing mail
- Review and answer correspondence, screen callers and vistors, and maintain electronic files
- Conduct intake interview and orientation session with each participant within contractual timeframes and develop and maintain accurate and complete case records for all participants
Education
Bachelor of Science - Business Management
Grambling State University
Grambling, LASkills
- Agent Support
- IBM Servers
- Equipment Dispatch
- Customer Inquiries
- Data Integrity
- Inbound Phone Calls
- Problem Analysis
- New Product Information
- Security Standards
- De-Escalation Techniques
- Clerical Support
- Customer Experience
- Managing Appointments
- Team Support
- Customer Service and Assistance
- Purchase Orders
- Knowledge Base
- Electronic Filing System
- Microsoft Office
- Windows Vista
- Customer Satisfaction
- Customer Data Confidentiality
- Customer Account Management
- Policy and Procedure Adherence
- Administrative and Office Support
- Cultural Awareness
- Document and Records Management
- Call Volume and Quality Metrics
- Issue and Complaint Resolution
- Billing Adjustments and Refunds
- Understanding Customer Needs
- Order and Refund Processing
- Invoice Preparation and Processing
Timeline
Member Support Agent
Nexrep
08.2023 - Current
Human Resources Assistant
Amazon
10.2021 - 09.2022
Administrative Coordinator
Southern University Shreveport Louisiana
04.2019 - 05.2020
Case Manager/ Intake Coordinator
The Geo Group
04.2012 - 09.2015
Bachelor of Science - Business Management
Grambling State University
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