Kitty Riley
Victorville,CA
Summary
Dedicated achiever with 10+ years of experience in the “customer service industry” and motivation service settings. Achieve record-high annual performance rankings over the years. Respected builder and lead of resource management team; instill a shared, enthusiastic commitment to service levels as a key driver of company goal attainment. Lead by example and ensure the execution of call center shift bid, real time schedule adherence, call type reporting and call center operations policies. Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
7
7
years of professional experience
Work History
Remote Customer Care Representative
ENERGY CHOICE CALIFORNIA
11.2022 - Current
- Conducted accurate and efficient data entry task remotely Maintained an important level of attention and data integrity
- Collaborated with team members to ensure seamless data management
- Answered calls from customer with account questions
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
Overnight Remote Patient Experience Coordinator
Science 37
Culver City, USA
08.2021 - 06.2022
- Outbound calling to clinical research study participants, field secure messages, respond to emails, chat inquiries in a prompt/proper manner
- Finding root causes of reported issues: determining best approach to resolve problems; expediting corrections or adjustments and follows up to ensure satisfaction
- Scheduling clinical study participants, ensuring that all calls are processed correctly and promptly
- Operating the central communication center for the patient experience center
- Prioritizing multiple task/demands while establishing effective working relationships with participants, co-workers, and the clinical operations team
- Monitored patient wait times to optimize patient flow, reduce delays, and improve overall satisfaction levels.
- Collaborated with healthcare providers to identify areas for improvement in the delivery of services.
Supervisor Retention Dispatcher
Santa Maria Pharmacy
Anaheim, USA
05.2018 - 06.2021
- Answered calls from patients and facilities about medications
- Address problems and requests by transmitting information or providing solutions
- Receive and dispatch orders for medications and other deliveries
- Provide field units with information about orders, traffic, obstacles, and requirements
- Enter data in computer system and support logs and records of calls, activities, and other information
- Responsible for calling patients who were unhappy and making sure they were happy by providing superb customer service
- Processed invoices and sent them to the facility or responsible party
- Appointed to lead role to support and supervise service levels
- Foster an environment in which internal customers enjoy an elevated level of service
- Improved in internal customer satisfaction due to the success of call center metrics
- Responsible for smooth team operations during the rate adjustment period
- Trained, coached, monitored and rewarded customer care agents on various call center metrics to achieve goals
- Served on special task force charged supporting call center escalations
- Maintain pleasant customer relations
- Helped customers with and billing issues
- Partner with leaders to provide excellent service and career development supports
- Perfect Attendance Award received
- Received Commendation Call Award for excellent quality service
- Awarded top collector by receiving bonus several times
Education
Associates -
Brooks College
Long Beach, CA01.1999
Skills
- Problem Solver
- Results Oriented
- Analytical
- Drives Change
- Communicator
- Reliable Team Player
- Independent Hard Worker
- Verifying data accuracy
- Critical thinker
References
Available upon request
Timeline
Remote Customer Care Representative
ENERGY CHOICE CALIFORNIA
11.2022 - Current
Overnight Remote Patient Experience Coordinator
Science 37
08.2021 - 06.2022
Supervisor Retention Dispatcher
Santa Maria Pharmacy
05.2018 - 06.2021
Associates -
Brooks College
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