Catina Catney

**** ********* ***, *********, **** 44102

Cleveland, Ohio 216-***-****

www.linkedin.com/in/catina-catney ad4589@r.postjobfree.com

Customer Service / Support Results Driven Team Leader with 20+ years of customer success.

Skills

PowerPoint SharePoint CRM Leadership Microsoft Word Excel Access Teams De-escalation Problem Resolution Troubleshooting Levelheaded Perceptive Listening Skills Communication Presentation Diligent Knowledgeable Critical Thinking Committed

Professional Experience

Kichler Lighting Solon, OH 2012 to 2024

Product Solutions/End Consumer Support/ Landscape Lighting Team Lead 2015 to 2024

Managed multiple teams in Customer Care Agents to assist them in achieving their individual and team goals. Troubleshot issues with various lighting products. Product types included ceiling fans, under cabinet lighting systems, landscape lighting and decorative products. I used effective communication skills to work with product managers and engineers to ensure consumers, electricians, installers, and sales staff received accurate information in a way that exceeded expectations.

Worked closely with the Product Solutions Manager to establish and grow the team into the successful entity it is today.

Integral to the growth and development of the Product Solutions Team. The functions of the team were originally integrated into regular customer care responsibilities, but the need to break them into a separate team was identified and implemented.

Created the KPI’s needed to ensure that each representative was performing at the level of expertise the department and company required.

Identified metrics needed to determine each agents’ strengths and weaknesses. Created coaching plans based on these KPI’s to help agents achieve success.

Created a Team SharePoint site to assist in team building efforts.

Customer Care Representative 2012 to 2015

Expert level Customer Care Representative

Consistently achieved and maintained required statistical goals as an individual and as part of a team.

Participated in multiple departmental and companywide development sessions with management. Including ground-up team building, customer service department RCCM endeavors to identify and target growth opportunities and organizational changes.

Demonstrated leadership abilities throughout tenure as a representative. Often regarded as a source for valuable ‘legacy’ information.

Excellent communicator with a reputation for being dependable and consistent.

Catina Catney ad4589@r.postjobfree.com Page Two

The Kirby Company, Cleveland, OH 2005-2012

Integrated Marketing Supervisor 2007-2012

Supervised and coached call center reps to ensure the highest quality performance.

Monitored calls remotely and side by side to coach reps and help them achieve their individual sales goals.

Created and maintained monthly reports that showed trends and statistics.

Created a monthly department newsletter to acknowledge team and individual successes as well as inform the team of recent company changes and/or directives.

Integrated Marketing Inside Sales Representative 2005-2007

Assisted customers with placing orders for replacement parts and supplies.

Provided technical support and troubleshooting to assist callers with operating and repairing their Kirby Homecare Systems.

Achieved and maintained departmental statistical goals.

Additional Relevant or Prior Experience

Cole Managed Vision Twinsburg, OH

Quality Assurance Specialist Customer Service Representative 2000-2005

Monitored calls remotely and side by side to score monthly averages. Provided Management with monthly statistical information including trends. Gave representatives feedback on QA scores, to enhance performance and assisted with training new hires. Verified and explained members account statements and benefits to providers. Adjusted customers’ accounts when necessary and updated information. Handled inbound and outbound calls from clients regarding services and locations.

● Maintained company’s expected call quality, meeting, and exceeding daily quota.

Provided excellent customer service reflecting the company's high quality service levels.

Determined course of action to address customer dissatisfaction utilizing critical thinking skills.

Education

High School Diploma, Academy of Finance, East High School, Cleveland, OH

Customer Service Certification, Cuyahoga Community College, Cleveland, OH

Dedicated Product Support Team Lead with 20+ years of experience in providing exceptional customer satisfaction. Assertive communicator, with ability to build rapport with various personalities. Extremely well organized and enthusiastic collaborator, with strong knowledge of multiple applications and systems.

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