Customer Service

Kristen Tatum

Houston, TX

****************@*****.*** - 713-***-****

WORK EXPERIENCE

Call Center Supervisor

Kastle Systems - Houston, TX - June 2008 to October 2013

Responsibilities

Overseeing the shift operation to ensure quality services are being provided and monitoring policies are

being followed properly. Assisting personnel as needed. Interacting with customers and monitoring staff to

resolve problems. Communicating new policies and procedures to all shift personnel and implementing the

changes on the shift. Troubleshooting system problems. Assisting in the on going training required to keep

all shift personnel functioning at appropriate levels. Reinforcing positive performance standards among the

shift personnel and identifying and correcting inadequate performance. Informing either the operations center

manager or the training administers of any training needs experienced on, or by the shift. Performing monthly

evaluations of all shift employees as directed by the Assistant Manager. Completing administrative and quality

control duties in a timely manner. Producing a shift report highlighting pertinent shift events and activities

in a format deemed appropriate by the operations center manager. Coordinating the utilization of on shift

customer service account managers, and installation and service department personnel during security hours.

Performing FSR dispatcher functions when necessary. Maintaining the condition of all operations center

equipment, the physical appearance of the operations center and the supplies inventory. Other duties and

special projects as assigned.

Receptionist

Sugarland Eye & Laser Center - Sugar Land, TX - January 2006 to April 2008

Responsibilities

Greet patients upon arrival. Answer very busy multi lined phone system, schedule appointments. Verify

insurance. Create and file patient charts. Enter patient data into computer. Type and email doctor's back up

notes. Any other task as requested by doctor or office manager.

File Clerk

Baylor College of Medicine - Houston, TX - March 2001 to February 2004

Responsibilities

Create files for new patients. Update files for existing patients. Call to confirm appointments. File documents,

and any other task as requested by doctors, nurses, or office manager.

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