Customer Service Quality
Resume:
Katherine Hearn-Redon
*** ****** **** #**** ****, North Carolina 27513
*******@*****.***
EDUCATION
Master of Business Administration Kaplan University - 2014
Bachelor of Arts Bethune Cookman College-1981
Certificate Medical Billing/ Coding Inner Office-2008
Grant Writing and Non Profit Organization Kent State University-Online 2008
EMPLOYMENT
NCBA, Customer Service/Receptionist November 2014 –present
Answer incoming calls and direct caller to correct department as needed
Assist with general projects as directed
Veritude, Benefits Representative-Customer Service July 2014 – November2014
Answered incoming caller questions regarding open enrollment for Health Care annual benefit selection
Updated member healthcare benefit information as directed by the consumer within the employer’s benefit guidelines and timeline for upcoming year
Communicated changes to consumer as needed on current year benefits and programs
Educated consumer on benefits website usage, navigations and selection process
Giant Eagle, Customer Service, Team Lead January 2013 – May 2014
Starbucks Kiosk AST developing and coaching baristas to the standards of Giant Eagle and Starbucks
Scheduling cover for customer service needs
Ordering and maintaining product standards
Macy's, Sales November 2012-January 2013
Greet and make a connection with each customer; actively listen to determine his/her needs and present options to meet those needs
Utilize product knowledge and selling skills to build repeat business and create a lasting positive impression of you, your store, and Macy’s
Maintain selling floor, stock areas, and fitting rooms where applicable to present a clean, neat, and easy to shop environment
Follow all Loss Prevention and safety procedures
Perform other duties as required
St. John AME Church, Administrator June 2012 - August 2012
Facilitate summer camp activities/field trips
Monitor educational literature/speakers
Afflare, Columbus, Ohio- Project Manager March 2012- May 2012
Research employers and communicate needs for vocational rehab services
Microsoft office trainer
West, Warren, Ohio Customer- Service Agent October 2009- March 2011
Customer Service Representative - Answer and assist consumers with cell phone devices concerns and complaints, updating and choosing the correct plan for their needs. Responsible for receiving payments on accounts, order new products via phone or online, or return warranty or damaged devices for the customer ; completed any troubleshooting with the various devices; reviewed the company policies and educated the customer on the best practices
Dr. Michael Stanich, Boardman, Ohio – Medical Office March 2008- October 2009
Verify patients medical insurance; responsible for scheduling office visits, surgeries for post operations and out patient;
Completed the billing for medical office visits, procedures, and supplies.
Maintained Doctor's credentials medical files, preformed all clerical functions
Completed insurance forms for the patient time off request with diagnosis codes
J.C. Penney Warren, Ohio –Sales Associate June 2008 - May 2010
Worked with managers and supervisors on stock inventory management, Sales, Promotions, Team Member/Leader; Managed new merchandise layouts/inventory control
Instructed customers on the best product choice by observing their spoken and unspoken needs.
Met weekly sales goals by pushing suggestive sell products and promoting Company products.
Delphi Packard Electric, Warren, Ohio - Internal Quality Assessor March 1994- August 2006
Consistently met quality goals by studying the manuals provided and utilizing my communication and listening skills. Ensured that internal production customers were satisfied with their purchased parts/ Supplier Quality Control ; Administrative duties preformed for the North American Operations
Received a QS 9000/ ISO14001 certification; Quality and computer training; excel, word, access, PowerPoint; Shannin Training; Blueprint reading; Gauge verification/testing
K-mart Fashion Soft line Fashion Manager December 1981 - March 1994
LEADERSHIP
Supplier Quality Assurance Trainer for International Engineers/ Delphi NOA GQS Business Processes
Attend quality events throughout the region with Purchasing Staff/Engineers representing and executing Quality requirements
Assist the Quality Managers in ensuring purchased parts from outside suppliers are good quality products ; without nonconformance that would hinder production in the plant
Internal Quality Assessor Certified Global Quality Systems Internal Assessor
Meet weekly with the Director of Supplier Quality; North American Operations Corporate Staff and the Superintendents of Productions Plants for updates and issues, focus on quality reports; resolving supplier issues/ initiate corrective actions
Coordinate annual seminar to create unity among quality organizations by promoting dialogue and idea exchange.
Plan events including Quality Conferences, Supplier Workshop, and Communications of Polices and procedures.
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