Katherine Ward
Mount Airy
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.
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Adapt health
11 2023 - Current
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Call Center Representative
Alight Solutions
08.2020 - 11.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Entered customer interaction details in MSS to track requests, document problems and record solutions offered.
Delivery driver
Jimmy Johns
08.2018 - 08.2020
- Professional Telephone
- Voice Client communication
- Multitasking
- Customer assistance Logging call information
- Handled an average of 50 inbound calls per shift to provide callers with product and service information and generate quotes
- Memorized scripts to achieve easy conversational interactions with potential customers
- Provided information about available insurance plans and advantages to each plan offered
- Explained insurance prices and plans as well as answered questions and addressed concerns of customers
- Completed on-time deliveries by choosing best and most efficient routes
- Managed customer service issues with professionalism and analytical approaches to maintain satisfaction and promote continued brand loyalty
- Kept detailed records of sales, payments and completed or in-progress deliveries
- Completed rush deliveries on tight timetables to satisfy customer needs Contacted customers prior to delivery to con rm and coordinate delivery times
- Interacted with customers to determine needs and opportunities for additional sales
- Interpreted maps and followed written and verbal directions Followed all company policies and procedures during shift
Sales associate
Sheetz
01.2017 - 08.2018
- Recognizing risks and reducing store theft
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases
- Maintained organized, presentable merchandise to drive continuous sales Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Engaged with customers to effectively build rapport and lasting relationships
- Educated customers on promotions to enhance sales
Driver
Driver, Professional Transportation inc
07 2023 - 11 2023
- Assist in the transportation of norfolk southern workers
- Follow safety protocols to ensure safe arrival of railway workers
- Maintained cleanliness of company vehicles, alerted management to potential issues, andensured compliance with traffic regulations at all times
Medical Receptionist
Immanuel Family Practice
06 2022 - 07 2023
- Answered customer telephone calls promptly to avoid on-hold wait times
- Assisted patients in scheduling
- Verifed insurance information prior to patients appointments
- Field phone inquiries for new and existing patients, manage appointment scheduling, conduct new patient orientations, and manage electronic medical records
- Communicate with empathy and compassion while interfacing with patients suffering fromdebilitating and life-threatening health conditions
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance, demographic, and health history to keep information current.
Digital banker
First Horizon Bank
10 2021 - 03 2022
- Assist customers with transaction history and balance inquiries Assistcustomers in ordering new cards and checks
- Assisting with new clients involved with upcoming merger easing any concerns
- Provide technical support for digital banking
- Resolved an average of nearly 500 inquiries on a weekly basis while meeting allperformance milestones for speed and accuracy
- Maintained in-depth knowledge of bank procedure to provide customer education on accountsand assist customers quickly
- Customer service
Customer Care Representative
Ecsi
02 2021 - 10 2021
- Demonstrated respect, friendliness and willingness to help wherever needed
- Developedcommunity reputation through commitment to customer satisfaction and strong clientrelationships
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answeredconstant ow of customer calls with minimal wait times
- Managed telephone complaints and requests from more than 50-100 callers daily
Education
High school diploma -
Early College of Forsyth
Winston salemMay.2016
Skills
- Appointment Scheduling
- Call Management
- Scheduling
- Data Entry
- Data Collection
- POS systems expert
- Conflict Resolution
- De-Escalation Techniques
- Customer Service
- Professional telephone demeanor
- Medical terminology knowledge
- Technical support
- Product knowledge
- Sales techniques
- Conflict resolution
- Payment processing
- Courteous demeanor
Personal Information
Name & contact
Timeline
Call Center Representative
Alight Solutions
08.2020 - 11.2020
Delivery driver
Jimmy Johns
08.2018 - 08.2020
Sales associate
Sheetz
01.2017 - 08.2018
Customer Service Representative
Adapt health
11 2023 - Current
Driver
Driver, Professional Transportation inc
07 2023 - 11 2023
Medical Receptionist
Immanuel Family Practice
06 2022 - 07 2023
Digital banker
First Horizon Bank
10 2021 - 03 2022
Customer Care Representative
Ecsi
02 2021 - 10 2021
High school diploma -
Early College of Forsyth