Customer Service Data Entry

KATHLEEN CROSSLAND

Killeen, TX ***** • 254-***-**** • *****.*********@**.***

Professional Summary

Proven leader with experience working in a team environment. Process improvement, team building, and documentation are all proficient areas. .Friendly team player with a knack for working in fast-paced, high-pressure situations. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Skills

Effective Written and Verbal Communication

Responding to Difficult Customers

Data Entry and Maintenance

Upbeat and Positive Personality

Efficient and Detail-Oriented

Issue and Complaint Resolution

Customer Service and Assistance

Courteous with Strong Service Mindset

Calm and Professional Under Pressure

Patient and Empathetic

Ability to Work Independently

Call Volume and Quality Metrics

Work History

Customer Service Specialist, 02/2022 to Current

Cofiroute USA – Remote

Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Took payment information and other pertinent information such as addresses and phone numbers to place orders.

Complied with company policies and procedures by encouraging positive and effective work environment among all employees.

Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services. Achieved high satisfaction rating through proactive one-call resolutions of customer issues Reinforced established quality control standards and followed procedures for optimal customer interactions

Maintained and managed customer files and databases Patient Advocate, 05/2021 to 11/2021

Startek – Hot Springs,AR

Managed over 50 calls per day. from patients, providers, physicians and internal and external clients related to pharmacy benefits

Work to research and resolve problems in timely manner Assist members in understanding and maximizing use of their pharmacy distribution program This was remote position, able to work with little to no supervision. Owner/Business Administrator, 06/2012 to 05/2021

The Auto Dr – Leander,Texas

Answered average of 30 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products Performed effectively respond to customer requests via phone and email, as well as answer questions and inquiries.

Implemented marketing strategies that resulted in 12% increase in number of customers. Customer Service Department Manager, 09/2002 to 06/2012 Lowes – AUSTIN,TX

Was in charge of training and daily performance of 30+ employees In charge of supply purchases and inventory management for office operations and equipment maintenance

Communicated with customers, responded to inquiries, handled meeting requests, and answered billing questions to provide excellent customer service Assessed and identified inefficient workflow processes, then implemented solutions to boost productivity and employee performance

Kept track of office inventory to ensure adequate supply levels and placed orders for products Planned and executed successful corporate meetings, luncheons, and special events for groups of up to 120

Improved personnel coverage by planning work schedules based on staff availability and anticipated demand

Checked financial bookkeeping for accuracy and compliance, resolving any discrepancies that were discovered

Guided employees through routine and complex administrative situations with decisive but motivating approach

Evaluated employee performance and encouraged employees to increase productivity. Education

High School Diploma: 06/1979

Adolfo Camarillo High School - Camarillo, CA

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