Katina E. Daniels

**** ********* *****

Augusta, GA 30906

706-***-****

adrf40@r.postjobfree.com

Customer Service Representative with over 20+ years of experience with telephone customer services to include sales, tech support and customer care. Familiar with major customer service software, conflict resolution, and possess a positive attitude. I am aiming to use my proven skills to effectively fill the customer service role in your company. PROFESSIONAL EXPERIENCE

HOME DEPOT AUGUSTA, GA

Cashier May 2020 - Current

● Provide customers with fast, friendly, accurate and safe service while approving point of sale transactions and markdowns for mainline registers

● Proactively seek product/project knowledge to provide customers with. information and identify selling opportunities

● Expediting price checks, approving point of sale transactions and returns for Special Services, Tool Rental and other major departments

SITEL AUGUSTA, GA

PSCU Banking Representative April 2020 - Current

● Take inbound calls from credit union members accounts involving disputes, current balances, available credit, disputes, interest rates, and other inquiry such as balance transfers

● Help resolve account issues and financial inquiry including but not limiting to fraudulent suspicion, declined transactions, invalid pin entries or other checking/savings problem

● Providing empathy and resilience in dealing with customers while giving a fast and accurate resolution to banking inquires

TELEPERFORMANCE AUGUSTA, GA

ESI Prior Authorization Representative June 2019 – March 2020

● Coordinate needed therapy for patients through vigilant and positive medication between doctor’s office and pharmacy benefits manager/health insurance or conducted reviews and resolved physician inquiries and grievances including resolution of outpatient pharmacy benefits inclusion/exclusion

● Implemented standard operating procedures to research pharmacy benefits or answer incoming inquiries from providers and policy holders regarding pharmacy benefits according to individual insurance plans in many complex systems

● Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable

KELLY SERVICE TROY, MI

Tier 1 Chat Advisor October 2018 – April 2019

● Answering and resolving advanced product technical-support questions received from 1 to 3 customers at a time

● Ensuring call resolution in a timely manner and meeting average handle time requirements for the temporary program for 1 to 3 customers at a time

● Providing suggestions and options to 1 to 3 customers based on their needs

● Maintaining the highest standards of quality and completing customer satisfaction to 1 to 3 customers at a time

COLUMBIA COUNTY BOARD OF EDUCATION GROVETOWN, GA

Substitute Teacher September 2017- October 2018

● Helped students improve all educational skills by handing out, going over and answering questions on worksheets

● Followed and taught lesson plans assigned by permanent teacher from grades kindergarten through the twelfth grade, mentally disabled and summer school from 12 to 30 students at a time

● Helped especially the mentally challenged students that needed one on one supervision and individual teaching to overcome spatial awareness with other kids and adults

● Providing an inviting,exciting, innovative and challenging learning environment while taking necessary actions to ensure the safety of students, materials and school equipment GROUPON CHICAGO, IL

Advance Customer Service Specialist July 2015 – August 2017

● Handle 35+ calls daily, with duties including ordering for new and existing customers, retrieving customer data, presenting relevant product information

● Research complicated cases without prompting to provide more comprehensive services to customers

● Resolve customer complaints via phone or email within a home environment

● Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

CONVERGYS AUGUSTA, GA

Technical Support Representative May 2014 – Feb 2015

● Assist customers systematically through billing, hardware or software problems

● Interact and coordinate with other departments to resolve customer issues

● Handle product selection, purchase inquiries, updating customer information, and data entry

● Provide customers with an accurate and thorough diagnosis of their problems, with a focus on "one call resolution

SPHERION AUGUSTA, GA

Frigidaire Customer Service Representative October 2012 – January 2014

● Handle inbound calls regarding consumer issues—including calls from dissatisfied callers

● Take ownership of each call by selecting the accurate path of resolution, providing accurate information, and exhausting all resolution options including outbound follow-up calls when needed

● Document all contacts, courses of action, and resolutions for each call in SAP CRM

● Achieve established KPIs, including: quality assurance (QA) scores, customer survey scores, attendance, adherence to schedule, average handle times, and resolution metrics TELEPERFORMANCE AUGUSTA, GA

Benefits Claims Specialist June 2010 –July 2012

● Research and resolve escalated Medicaid billing issues

● Process adjustments or check request when applicable

● Analyzed customer concerns and needs while balancing company Key Performance Indicators (KPI’s)

● Assist providers and members with Georgia Medicaid HMO inquires EDUCATION

AUGUSTA TECHNICAL COLLEGE

Customer Service Specialist Certificate, June 2005 BUSINESS COLLEGE

Certified Medical Billing Specialist, May 2003

ADDITIONAL SKILLS

Skill Name Skill Level Last Used/Experience

Customer Service Expert Currently used/20 years

Call Center Service Operations Expert Currently used/20 years Complaint Handling/Dispute Resolution Expert Currently used/20 years Data Entry/Records Management Expert Currently used/20 years Multi Line Phone Use Expert Currently used/20years

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