Raquel M. Forster-Cathcart
Boise,ID
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Call Center Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Office Manager
Hang ‘Em High Contractors Inc
Meridian, ID
09.2020 - Current
- Managed budgets, appointment scheduling, employee time sheets, ADP payroll
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping
- Maintained computer and physical filing systems
Access 2 Care Specialist
Valor Global
Boise, ID
02.2020 - 09.2020
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Customer service representative for health insurance companies scheduling rides for clients to and from medical appointments.
- Used critical thinking to break down problems, evaluate solutions and make decisions
Customer Service Representative
CenturyLink
Boise, ID
08.2019 - 01.2020
- Inbound customer service representative. Outbound Collections Specialist for past due accounts. Bill Pay, Technical support, Sales support, as well as handling any basic questions and concerns.
- Counseled debtors on payment options and arranged installment agreements
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
Server and Cook
Players Pub and Grill
Boise, ID
05.2017 - 08.2019
- Kept register accurate through correct billing, payment processing and cash management practices.
- Bussed and reset tables to keep dining room and work areas clean.
- Worked with POS system to place orders, manage bills and handle complimentary items.
Inbound Call Center Representative
DIRECTV
Boise, ID
09.2015 - 06.2016
- Processed debit and credit card and electronic check payments as well as collect on past due accounts that were inactive or about to be.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted customers by answering questions, responding to inquiries and handling telephone requests.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Recorded actions taken, issues resolved and information to effectively manage customer accounts.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered average of 65 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Processed customer order, quote and return transactions and offered additional products and services.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
Inside Sales Representative
All American Sports
Boise, ID
07.2011 - 05.2014
- Outbound calls Customer service Advertising
- Broadened territories and negotiated successful contracts by seeking out new clients and utilizing leadership skills.
- Cold-called leads and closed large number of new sales over several months.
- Exceeded targeted sales goals through continuous pursuit of new sales opportunities and expert closing of customer deals.
Education
GED -
Boise State University
Boise, ID03.2011
Skills
- Payment Processing
- Managing Delinquent Accounts
- Updating Customer Accounts
- Time Management
- Customer Service
- Negotiation and Resolution
- Clear Communication
- Sales
- Multitasking and Prioritization
- Building Customer Trust and Loyalty
- Customer Account Management
Timeline
Office Manager
Hang ‘Em High Contractors Inc
09.2020 - Current
Access 2 Care Specialist
Valor Global
02.2020 - 09.2020
Customer Service Representative
CenturyLink
08.2019 - 01.2020
Server and Cook
Players Pub and Grill
05.2017 - 08.2019
Inbound Call Center Representative
DIRECTV
09.2015 - 06.2016
Inside Sales Representative
All American Sports
07.2011 - 05.2014
GED -
Boise State University
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