Customer Service Agent

KATRINA MCELROY

Detail-Oriented Customer Service Professional

Fort Worth, TX 76119 682-***-**** *********@*****.***

Professional Summary

A dedicated customer service professional with 20+ years of experience across diverse industries, adept at building strong customer relationships, resolving complex issues, and fostering lasting customer loyalty. Proven ability to manage customer interactions via phone, email, chat, and online channels, while consistently exceeding performance expectations and contributing to positive business outcomes.

Core Competencies

• Customer Service Excellence (20+ years)

• Collections Experience (5+ years)

• Dispatching & Logistics Coordination (3 years)

• Excellent Problem Resolution & Analytical Skills

• Strong Communication Skills (Written & Verbal)

• Ability to multi-task in a dynamic fast-paced environment

• High Attention to Detail & Accuracy

2

• Compliance (HIPAA, Organizational Policies)

Professional Experience

Dispatcher / Customer Service

Daylight Transport, Grand Prairie, TX

November 2021 – Present

• Assisted customers with inquiries, including tracing shipments, tariff discrepancies, billing and invoicing questions

• Performed clerical duties as assisnged, including answering calls, emails, chat support, and data entry while maintaining successful performance metrics with a 95% and above

• Process over, short, and damaged freight and related documentation for customer resolution

Remote Dispatcher / Emergency Breakdown Services

TTN Fleet Solutions, Argyle, TX

September 2020 – August 2021

• Assisted stranded truck drivers and managed emergencies by dispatching roadside repair, tow service, and accident management and cargo recovery professionals

• Maintained clear communication with drivers, vendors, and clients to ensure successful outcomes

3

• Balanced high call volumes while maintaining a calm, professional demeanor under pressure

Member Service Agent

Teladoc, Lewisville, TX

October 2018 – October 2019

• Assisted members via phone and chat in scheduling appointments, navigating the platform, and addressing inquiries and concerns while adhering to HIPAA regulations

• Maintained successful performance metrics with a 95% and above

Customer Service Representative

Remx Staffing (McKesson Health), Fort Worth, TX

January 2018 – September 2018

• Managed inbound calls from potential customers who are interested in a free trial program of migraine medication, and outlining the terms and conditions of the free-trial

• Collected the caller's necessary information to qualify for the free trial and ensured accuracy of paperwork processing by coordinating with physicians and medical offices

Access Specialist

JPS Health Network, Fort Worth, TX

September 2016 – December 2017

4

• Registered new patients for medical care, assisted with appointment scheduling, general inquiries and referral process

• Verified insusance benefis and collected patient financial responsibilities

• Connected patients with nurse triage services for non emergency situations to provide them with expert guidance for various medical concerns

Collections Representative

Teleperformance, Dallas, TX

September 2014 – September 2016

• Managed automobile loan collections (30-60 days past due), negotiating payment arrangements and explained deferment eligibility

• Consistently ranked among the top 5 collections specialists for performance

Account Manager

Lonestar Motors, Fort Worth, TX

August 2011 – November 2012

• Monitored delinquent accounts, initiated contact for payment collection, and processed new loan applications

• Conducted credit checks and performed skip tracing for delinquent accounts

5

Education

High School Diploma

Oscar Dean Wyatt, Fort Worth, TX August 1996 – May 2000

Technical Skills

• Proficient in Microsoft Office Suite (Word, Excel, Outlook)

• Experience with CRM Systems and Multi-line Phone Systems

• Strong Typing and Data Entry Skills

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