Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Katharine Markuschewsky

Belleville,Ontario

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Forward-thinking Operations Specialist bringing Number years of expertise in Area of expertise for Industry sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Software and Software.

Overview

8
8
years of professional experience

Work History

Lead Representative

Sekure Merchant Solutions
07.2021 - 01.2023
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Supported creation of detailed, technical financial models to value potential acquisition targets.
  • Boosted brand awareness, implemented promotional campaigns, and employed sales tactics as part of territory development.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Collected, arranged, and input information into database system.
  • Gathered, organized and input information into digital database.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Devised and implemented processes and procedures to streamline operations.

Call Center Customer Service Representative

NCO Finabcual Services
10.2005 - 11.2009
  • Maintained up-to-date knowledge of product and service changes.
  • Cross-trained and backed up other customer service managers.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Maintained and managed customer files and databases.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Addressed customer account discrepancies and concerns.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Responded to customer calls and emails to answer questions about products and services.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Responded proactively and positively to rapid change.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Generated customer service reports to track customer satisfaction.
  • Developed and updated databases to handle customer data.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Approved and terminated customer contracts upon request.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Sought ways to improve processes and services provided.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Detailed payment options and explained price, receipt and billing details to customers.

Customer Service Representative

MCCI ( Yeleprefoemance)
07.2003 - 10.2005
  • Developed and updated databases to handle customer data.
  • Trained new personnel regarding company operations, policies and services.
  • Managed timely and effective replacement of damaged or missing products.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Updated account information to maintain customer records.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Implemented and developed customer service training processes.
  • Answered constant flow of customer calls with minimal wait times.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Provided primary customer support to internal and external customers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Created and maintained detailed database to develop promotional sales.
  • Promptly responded to inquiries and requests from prospective customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Cross-trained and backed up other customer service managers.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Maintained up-to-date knowledge of product and service changes.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Delivered prompt service to prioritize customer needs.
  • Tracked customer service cases and updated service software with customer information.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.
  • Sought ways to improve processes and services provided.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

Business Administration - Human Resources Specialization

Loyalist College of Applied Arts And Technology
Belleville, ON
06.2004

Skills

  • Physician Enrollment
  • Sales Strategies
  • Sales Presentation
  • Accounting Procedures
  • Customer Needs Assessments
  • Brand Awareness
  • Closing Procedures
  • Customer Relations
  • Teamwork Skills
  • Customer Inquiries
  • Verbal and Written Communication
  • Efficient Service
  • Client Retention
  • Company Standards
  • Computerized Time Management Systems
  • Problem-Solving and Reasoning
  • Handling Service Calls
  • Coaching and Mentorship
  • Team Goals
  • Paperwork Preparation
  • Maintaining Clean Work Areas
  • Cold Calling
  • Servicing Accounts
  • Process Improvement Techniques
  • Troubleshoot Service Issues
  • Task Management
  • Human Resources Department Processes

Languages

English
Full Professional

Timeline

Lead Representative

Sekure Merchant Solutions
07.2021 - 01.2023

Call Center Customer Service Representative

NCO Finabcual Services
10.2005 - 11.2009

Customer Service Representative

MCCI ( Yeleprefoemance)
07.2003 - 10.2005

Business Administration - Human Resources Specialization

Loyalist College of Applied Arts And Technology

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Katharine Markuschewsky