Customer Service Quality Assurance
Resume:
Katrina S. Hagler
Chicago, IL 60637
WORK HISTORY:
City of Chicago Department of Finance/ Clarity Partners
July 2013 – Current
Water Billing & Customer Service Agent
Answered incoming calls from customers who have questions about their water bill accounts. Educated
customers on ways to decrease their usage, set up payment plans, and investigated misapplied payments.
Gave senior citizens information on applying for the senior exemption program. Registered customers for the
Metersave program.
Blue Cross Blue Shield/ The Jacobson Group
September 2010 - March 2011
Contract Administration Specialist
Responsible for learning to draft and handle the production of customized benefit and dental booklets for
insured and administrative services only employer groups. Used BCBS’s master as a base and specifications
from marketing to create personalized booklets for each employer group. Some
benefit booklets differed in complexity, as most ASO booklets required customization. Once the benefits
booklets were completed and checked for quality review, they were sent to publishing and then sent to the
employer groups for distribution.
Centene Corporation/ Celtic Insurance Group
June 2007 - February 2010
Special Health Administration
Answered incoming calls pertaining to health insurance quotes, and answering questions about benefits.
Completed the entire certificate assembly process, performed eligibility underwriting, processed applications,
and verified accuracy of premiums. Issued schedule of benefits, ID cards and policies. Assisted with the role
outs of new
insurance plans, and also trained small classes on performing test cases on the new health plans. Verified
benefits for physicians and pharmacists, and issued certificates of credible coverage.
Office Team/ City Beverage Chicago- Budweiser
February 2006 - January 2007
Accounts Receivable/ Data Entry Clerk
Was responsible for creating an Excel spreadsheet daily to key in the returned inventory for the previous day,
and the truck inventory for the current day. Once the spreadsheets have been completed, I then printed
invoices and prepared a billing statement to be faxed to the wholesaler. Was also responsible for reconciling
all driver deposits made on a day-to-day basis. Making daily deposits for checks received in the mail, and
deposited cash from truck drivers who collected on NSF checks from accounts on their routes.
Department of Revenue/ BPS Staffing
January 2003 - January 2006
Customer Service Representative
Answered incoming calls from motorists inquiring about parking tickets. Created spreadsheets for taxi
medallions. Was responsible for processing and printing requests for ticket images and sending them out
weekly either by fax or mail. Was responsible for ordering office supplies. Trained new customer service
representatives on the City of Chicago's procedures and policies for parking ticket as well as the CANVAS
system, and the Secretary of State database. Assisted the call center manager with Quality Assurance by silent
monitoring the call center. Handled escalated calls from call center reps when motorists were irate. Also gave
boot quotes, and informed motorists about qualifications for the parking ticket payment plan.
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