Kathy Rodolico

**** **** *** #***

Vero Beach FL 32966

772-***-**** (C)

772-***-****

Professional Skills

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Ability to work with all types of people.

Ability to work productively either alone or in a team environment.

Extensive MS Word, Excel, Adobe and Power Point experience.

45 WPM typing skills

Experience using Tele Center System and Real Time Adherence programs to monitor agents attendance and

schedule compliance

Excellent written and verbal skills.

Professional phone manner.

Ability to handle multiple tasks in a fast paced environment with various deadline expectations.

Experience using AS400

Experience using Peachtree accounting software

Experience with Internet and downloading of various software

Professional Experience

Policy Studies Inc. Fort Pierce Fl 1/08-Present 800-***-****

Company is currently contracted by the state of Georgia to handle customer service for their healthy kids

program "Peachcare for Kids"

Currently employed as an income verification specialist/customer service representative

Duties include but are not limited to:

Examining income documents sent in by parent /guardians to determine if acceptable under GA state guidelines

Entering all earned and unearned income into system to calculate income to determine if family qualifies

Preparing and sending all letters to parents if any additional information/documentation needed

Entering any needed changes to account information

Handling inbound customer service calls regarding all aspects of children’s healthcare account including, but

not limited to:

Eligibility/enrollment status with Peachcare for Kids

Payments

Medicaid referrals

USBid Palm Bay Fl 5/07-1/08-321-***-****

An electronic component sourcing/brokering firm. Was employed as an inside sales rep serving the North

American market

Duties include but are not limited to:

Sourcing various types of electronic components, parts, etc. for many different users from suppliers all over the

world.

Negotiating the best price possible from suppliers in order to win the buyer‘s business.

Earning enough gross profit per sale to meet, then exceed monthly quota

Maintaining relationships with buyers through using past customer service experience to ensure that they will

come back for future needs.

Construction Data Corporation, LLC. Vero Beach, Fl. 10/05 - 4/07-800-***-****

A publishing firm specializing in the construction industry, was employed as an administrative assistant to the

sales department.

Duties include but are not limited to:

Sorting and distributing all customer cancellations to appropriate salespeople for follow up

Preparing all outgoing mail for pickup by mail carrier

Sorting all incoming mail and preparing any for courier pickup for distribution to alternate facility

Preparing and forwarding the previous day‘s cash report to all salespeople and management

Preparing and forwarding the daily call and value presentation reports to all salespeople and management

Ordering all office and janitorial supplies

Monitoring all floor maintenance issues and handling all arrangements for repairs if needed

Covering the reception desk with six line phone during receptionist‘s breaks, lunches and as needed

Maintaining all commission sheets for all sales personnel and creating new sheets for new sales reps

Handling all changes in sales rep territory assignment within data warehouse

Maintaining all phone rosters and all changes necessary

Making sure all updated phone rosters are received by all employees

Maintaining employee parking list and sign in sheet

Omni Financial, Inc. Vero Beach, Fl. 3/05 - 10/05-866-***-****

A tax negotiations firm, was employed as a tax practioner/administrative assistant.

Duties include, but are not limited to:

Preparing and forwarding of Power of Attorney and Tax Information Authorization forms to send to the Internal

Revenue Service and/or state in order to obtain information regarding client‘s tax account.

Calling the Internal Revenue Service and/or State department of Revenue to obtain information on client‘s tax

liabilities and current collections status.

Obtaining a record of account through transcripts.

Working closely with the client to determine and verify their financial condition in order to work out a

resolution strategy to their tax debt that they are able to afford.

Obtain and maintain a stay of enforced collection on the client‘s tax account while the resolution strategy is

being implemented in order to avoid any liens or levies on the client‘s wages or assets.

Keeping the client consistently informed on the state of their tax account with phone calls and letters following

contact with the appropriate taxing authorities.

Submit the resolution strategy to the Internal Revenue Service and/or the state in question once it has been

assembled.

Mundo Corp. Vero Beach, Fl. 3/04 - 3/05-772-***-****

Authorized re-sellers of parts for Gateway laptops and notebooks. Was employed as a CSR/returns

department supervisor

Duties include, but are not limited to:

Taking customer calls, placing phone orders, answering customer‘s questions regarding available laptop parts

Processing customer orders, both phone orders as well as orders placed over the internet.

Handling all customer returns, processing refunds, shipping replacement parts when necessary.

Working with customers to assist them in becoming set up on net 30 terms in order to use purchase orders.

Processing customer purchase orders on net 30 terms and sending out invoices.

Preparation of rebuttals to customer credit card disputes when needed and issuing rebuttals to credit card

companies

NUCO2, Inc. Stuart, Fl. 10/02- 3/04-772-***-****

Provider of bulk carbon dioxide to various restaurants, hotels and other establishments in 45 states for

use in carbonated fountain beverages.

Position held was as a CSR taking inbound customer calls related to, but not limited to, delivery, sales, service,

billing, and new accounts.

Worked as a direct contact for client Red Robin restaurants to assist in setting up new accounts and scheduling

deliveries and service if needed.

TeleTech Teleservices, Inc. Denver, Co 10/98 – 10/02-303-***-****

Company was contracted by the United States Postal Service to handle customer service

Employed as a Nesting (Training) Department- Assistant Supervisor

Duties include, but are not limited to:

Supervising new agents as they rotate out of training and providing guidance and assistance to help them

become ready to move out to the production floor.

Monitoring calls on nesting agents using NICE system.

Conducting daily review sessions with training class to answer any questions that the nesting agents have, as

well as giving and reviewing necessary quizzes and conducting role-play situations to encourage class

participation.

Adhering to all TeleTech policies and procedures, and ensuring that all nesting agents and coaches do the

same.

Entering exceptions into Tele Center System for coach schedules.

Preparing for and participating in coach up-trainings

Scheduling nesting coaches for calibration sessions each accounting period.

Completion of the accounting period report, a breakdown of all training completed and the test and quality

scores of each class that was trained, and lists of any attrition delay in student graduation that may have

occurred.

Consistently maintaining a 10 percent or less variance in accuracy of monitor scores in comparison to corporate

quality assurance department, and the involved third party, CBA

Supervising nesting coaches as well as nesting agents.

Providing one on one coaching with agents on their areas of strength as well as opportunity for improvement.

Sitting in with the supervisor during counselings acting as a witness.

Education

Suffolk County Community College, Brentwood, NY- Associates degree- Journalism

Smithtown High School West, Smithtown, NY- Regents Diploma.

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