KATHY ROBINSON

ad28uu@r.postjobfree.com

https://www.linkedin.com/in/kathy-robinson-5a664312a

Additional

• Highly experienced in working with a large and diverse customer base. Skilled in supporting / retaining customers.

Recognized as reducing 50% of churn while working as an Escalation Specialist within 8x8 Inc.

• Excellent communication and analytical skills within Huntington National Bank, 90% resolution on first contact calls

while thriving in a busy, fast-paced office environment. Assist an average of +100 inbound calls daily.

• Strong knowledge of computers and programs including IOS, MAC 10, MS Office: Word, Excel, PowerPoint, Outlook, Teams and Account Management Applications such as Siebel and PeopleSoft CRM. Strong work ethics, Grounded with a Stable Lifestyle.

Skills

IT Consulting

Conflict Resolution

Problem Analysis

Negotiation

Decision-Making

Customer Focus

Process Improvement

Time Management

Adaptability

Leadership

Empathy

Policy Compliance

Continuous Learning

Technical Proficiency

Data Analysis

Team Collaboration

Crisis Management

MS Office

Proactive

Project Management

Interpersonal Skills

Experience

Uber Premier Driver 09/2013 to 01/2023

Uber Technologies Inc. / San Francisco Bay Area, CA

Managed interactions with a high volume of customers daily, fostering positive relationships and delivering exceptional service.

Achieved a high first class Uber rating of 4.95 Stars, demonstrating customer efficiency when addressing customer issues. Delivered over 10,000 Uberx trips plus additional 5,000 Uber Black trips.

Placing the customer experience as paramount during the white glove interaction. Earning the Gold Star Standard as a recognized “Premier Driver”.

Inside Sales Representative 03/2022 to 07/2022

Junk King LLC./ Burlingame CA

Consistently exceeded performance expectations by booking a minimum of 25 inbound calls daily, showcasing a strong work ethic and commitment to meeting objectives.

Demonstrated exceptional productivity by averaging 500 sales appointments monthly, contributing significantly to the overall success of the call center operations.

Successfully converted call leads into warm sales appointments for Franchise Owners, showcasing a proactive approach to lead conversion and contributing to business growth.

Utilized effective communication and problem-solving skills to efficiently handle inbound calls, ensuring a seamless customer experience and maximizing the potential for sales appointment conversions.

MyChart Support Analyst 01/2021 to 06/2021

Cleveland Clinic / Cleveland Ohio

Delivered comprehensive support to end users spanning a wide age range (16-83), demonstrating adaptability and effective communication skills tailored to diverse user needs.

Collaborated with colleagues in training initiatives, contributing to the successful deployment of software. Utilized a combination of extreme care, patience, tact, and layman communication skills to ensure seamless adoption and understanding among end users.

Applied strong interpersonal skills, patience, and tact to address end-user issues, resulting in timely problem resolution and increased user satisfaction. This proactive approach contributed to a positive work environment and effective collaboration.

Demonstrated outstanding performance and value by extending a 2-week contract to an impressive 25 weeks. This prolonged engagement reflects the effectiveness of support provided, highlighting your integral role in the project's success.

Phone Bank Associate 06/2018 to 10/2020

Huntington National Bank / Akron Ohio

Exceeded established performance goals, including call handle time, availability, customer service, sales, and quality targets, both individually and collaboratively within a team setting.

Processed and resolved purchase disputes and fee reversals, contributing to a reduction in escalated issues and ensuring a streamlined customer experience.

Facilitated the seamless processing financial transactions and customer assistance.

Maintained up-to-date knowledge of Huntington National Bank products, services, technology, and procedures.

Call Center Technician 11/2017 to 05/2018

Plus One Communication / Akron Ohio

Provided technical support for Cox Cable Residential Customers as part of the Plus One team, handling troubleshooting calls related to Email, Modem, and Ethernet connectivity issues.

Achieved a high first-call resolution rate, demonstrating technical proficiency and efficiency in addressing customer issues promptly.

Maintained a high level of customer satisfaction within the first 20 days on-site, emphasizing a commitment to delivering a positive customer experience.

Utilized algorithmic analysis to gauge and enhance operational performance, ensuring continuous improvement in customer satisfaction, cross-selling effectiveness, and overall productivity.

Customer Care Analyst 04/2013 to 09/2013

MegaPath Inc. / Pleasanton CA

Orchestrated the consolidation of communication departments across five recently acquired telecommunication companies, fostering enhanced inter-departmental cohesion and efficiency.

Spearheaded the formation of MegaPath Inc.'s customer advocacy department, assembling and training a team of 7 dedicated personnel. Developed and implemented comprehensive in-house software training and compiled a structured 300-page Manual of processes.

Collaborated within a 3-person hiring team, successfully meeting objectives and concluding recruitment efforts by June 2013, ensuring the assembly of a competent and aligned staff for the customer advocacy department.

Achieved streamlined communication and synergy among the merged telecommunication companies' departments, enhancing operational fluidity and inter-company collaboration.

Implemented an efficient customer advocacy structure at MegaPath Inc., optimizing operations and ensuring a standardized approach to customer-centric initiatives and processes.

Technical Support 6/5/2004 to 03/2012

8x8 Inc. / San Jose California Escalation Specialist /Call Center

Successfully addressed escalated customer issues from emails and claims, showcasing a win-win resolutions.

Designated as the go-to expert within a 12-member team, providing leadership in training and guidance for intricate customer triage issues. Contributed significantly to team proficiency, fostering efficiency in handling challenging situations.

Implemented collaborative approaches with tech support, billing, and sales agents, resulting in an 80% success rate in addressing customer concerns. Showcased effective teamwork in achieving positive outcomes for both customers and the overall company.

Played a pivotal role in maintaining operational excellence by skillfully managing escalated issues. Demonstrated a high success rate and facilitated streamlined collaboration across departments, ensuring efficient and effective customer support.

Education

• Garfield HS Graduate, Garfield high school, OH

• De Anza College – Business. 2010

• Certification- Cisco Systems CCNA. 2000

• Seminar- Tony Robbins- Giant Steps. 1999

• S. Covey- 7 Habits of Highly Effective People. 1996

Languages: Fluent American English, Basic in Persian Farsi.

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