Versatile Operations and Customer Service Professional

Kathryn A. Younkin

Pittsburgh, Pa *****

412-***-**** ************@*****.***

WWW: Bold Profile

SKILLS

• Customer service • Active listening

• Data entry • Customer relations

• Quality assurance strategy • Attention to detail

• Efficient multitasking

CAREER PROFILE

Qualified with proven background in specimen handling and preparation. Successfully contributed to accurate and timely processing in high-throughput laboratory environment. Demonstrated expertise in maintaining quality control and ensuring compliance with safety standards.

Results-oriented, responsible, and experienced Customer Service Professional/Data Entry/ Quality Assurance

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Twelve years record of success in busy call center environments, Quality Assurance in both mortgage and banking industries.

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An unwavering commitment to providing exceptional customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty

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EXPERIENCE

SPECIMEN PROCESSOR 08/2024 to 10/2024

Quest Diagnostics - 875 Greentree Road

• Data Entry, Classifying Specimens put patient info into computer for Processing

• Prepared and labeled biological specimens for accurate tracking and processing. TRAFFIC MONITORING OPERATOR (DISTRICT 11) 08/2023 to 01/2024 Aecom - Contractor (PennDOT) - Bridgeville Pa

• Monitor all major highway and state roads in Pa

• Districts 10/11/12. Ensure safety of Penn DOT Employees

• Ensure safety of all motor vehicles on roadways by monitoring

• Highways for crashes and assistance. Roadway message boards Monitored traffic patterns and system performance to ensure optimal operational efficiency.

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• Analyzed real-time data to identify anomalies and implement corrective actions.

• Trained new operators on monitoring systems and safety protocols. Facilitated team collaboration through clear communication with fellow operators during shift changes or handovers.

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SHADE FABRICATOR/ HARDWARE ASSEMBLY/ SHIPPING 04/2022 to 07/2023 Caldwell Window Ware - West End Pittsburgh, Pa

• Fabricate Custom Shades and Orders to Customers Specifications

• Seal and Pack for Shipping/ Computer Work

• Fabricated custom window frames according to specifications and quality standards.

• Operated various hand and power tools for precise cutting and assembly tasks.

• Inspected finished products for defects, ensuring compliance with safety regulations. QUALITY ASSURANCE TEAM LEAD 08/2017 to 12/2021

Data Verify - Green Tree, Pa

• Manage Quality Assurance Department

Send Morning Error Reports/Prepare Daily Worksheets/ Manage Disputes/Reporting and Stats for all Departments / QA - Stats Reporting for Verification's Dept. / QA – Stats for Customer Service Department

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QA- Stats for the 4506T/SSA Processing Department, Monitored Customer Service Agents calls, and Emails

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• Maintained Departments Info/ Prepare Daily, Weekly and Monthly Department Reports Led quality assurance initiatives to enhance product reliability and compliance with industry standards.

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Developed and implemented quality control processes, reducing errors in production workflows.

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Analyzed test results to identify trends, improving product quality and customer satisfaction.

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QUALITY ASSURANCE SPECIALIST 04/2017 to 08/2017

Data Verify - Green tree, Pa

Reviewed and QA 4506T/SSA Processing Department, VOE Department, Customer Service Calls

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Conducted thorough quality audits to ensure compliance with industry standards and internal policies.

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Analyzed data trends to drive decision-making and support quality enhancement initiatives.

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CREDIT PROCESSOR/ 4506 T PROCESSOR 05/2014 to 04/2017 CBC Innovis - Data Verify Green tree, Pa

• Daily interfacing with Banks, Loan Processors, Underwriters. Transmitted information and documents to customers, using computer, mail, and facsimile. Monitored facility to Ensure compliance with regulations.

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Analyzed data to determine answer to customer and public inquiry. Checked value of customer collateral to be Held as loan security.

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Reviewed customer accounts to determine whether payments were made on time and that other loan terms were Being followed.

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• Review credit limit and grant extension of credit on overdue accounts.

• Presented loan and repayment schedule to customer.

• Answered questions and advised customers regarding loans and transactions. Contacted credit bureaus, employers, and other sources to check applicant credit and personal references.

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CUSTOMER SERVICE/ONLINE BANKING REPRESENTATIVE 12/2012 to 10/2013 PNC Bank - Pittsburgh, Pa

Managed quality communication, customer support and product representation for each client

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• Assisted customers with online banking inquiries, ensuring prompt and accurate resolutions.

• Educated clients on digital banking tools, enhancing user engagement and satisfaction. QUALITY ASSURANCE SPECIALIST/CUSTOMER SERVICE 01/2010 to 07/2011 Bank of America Home Loan Services - Upper St. Clair, Pa Monitor calls in a call center environment to ensure quality service. Coached Representatives

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Write and Implement Department Guidelines maintained computerized records management system to store and process personnel, activity, and Personal data.

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Developed and implemented quality assurance protocols to enhance loan processing accuracy.

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SENIOR COLLECTOR/MORTGAGE SPECIALIST/CUSTOMER SERVICE/ QUALITY ASSURANCE 12/2006 to 12/2010

Merrill Lynch Home Loan Services - Upper St. Clair, Pa

• Monitored Agents and Processors work / Updated and wrote Guidelines

• Assist Sub-prime Customers with financial difficulties

• Gave options for resolving delinquencies

• Assisted with financial counseling

• Obtain Information for Loan Modification Programs COLLECTIONS/CUSTOMER SERVICE/QUALITY ASSURANCE DEPT. 04/2001 to 12/2006 National City Home Loan Services - Meadow lands, Pa

• Subprime market Mortgage Collections

• Collections Early, Later Stage Collections Procedures

• Financial Counseling

HOME HEALTH AIDE 08/1999 to 08/2000

Care Plus Home Health - Houston, Pa

• Observed and documented patient status and reported patient complaints

• Read and recorded temperature, pulse and respiration

• Completed and submitted clinical documentation in accordance with agency guidelines

• Assisted with transferring patients in and out of wheelchairs and adaptive equipment

• Directed patients in range of motion exercises

• Cleaned and organized patients living quarters and prepared meals CASHIER GROCERY MERCHANDISING/TEST SCANNING 11/1996 to 08/1999 Walmart - Belle Vernon, Pa

Received sales slip, cash, check, voucher, and charge payments and issued receipts, refunds, credits, and change Due to the customer.

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• Bagged, boxed, and wrapped merchandise.

• Answered questions and provided information to customers.

• Operated cash register and electronic scanner. Cashed checks.

• Organized Database for grocery department

• Planned and prepared advertising and promotional material. Coordinated activities of departments, such as sales, graphic arts, media, finance, and research.

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ACCESSORIES/ DEPARTMENT SUPERVISOR 08/1984 to 09/1996 Gabriel Brothers - Belle Vernon, Pa

• Operated cash register to process cash, check and credit card transactions

• Guided customers in choosing items that reflected personal style and shape

• Facilitated monthly and quarterly physical inventory counts. Replenished floor stock and processed shipments to ensure product availability for customers.

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• Maintained visually appealing and effective displays for the entire store.

• Offering exceptional customer service to differentiate and promote the company brand. COURSES AND EXPERIENCE

Call Center Quality Assurance, The Call Center Schools - Upper St. Clair, Pa Mastery Certificate

Quality Assurance Compliance, 09/2010

Perryopolis Area Ambulance Dispatcher/ First Responder/ Driver/ Volunteer - Pittsburgh, PA Life Flight Certifie

Life Flight Emergency Attendant, 04/1996

Trained Dispatchers, Radio Communication, Data Entry, Phone Work Dental Assisting/ Dental Materials, Median School - Pittsburgh, Pa Dental Assisting Certificate

Expanded Duty Dental Assistant, 10/1984

Business/Secretarial Course, Frazier High School - Perryopolis, Pa Business Course Business, 06/1983

REFERENCES

References Upon Request

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