Katlind Scambler
Sacrramento
Summary
Driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer communication.
Overview
8
8
years of professional experience
Work History
Member Service Representative
Western Health Advantage
02.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Call Center Lead
Horne LLC
05.2020 - 06.2023
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Responded to team support questions quickly to maintain call center efficiency.
- Generated reports detailing metrics such as call times and satisfaction ratings.
Call Center Supervisor/Trainer
Gap In
10.2018 - 03.2020
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
Receiving Manager
Burlington Coat Factory Department Store
03.2017 - 10.2018
- Unloaded, sorted and stored incoming merchandise.
- Managed inbound receiving departments.
- Managed shipping and receiving team, overseeing training, schedules and work assignments.
- Verified deliveries against paperwork and contacted vendors to resolve discrepancies.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Gathered and processed merchandise returns.
- Organized storage areas to optimize materials movements and minimize labor hours.
- Maintained accurate computer records of materials weights, bill amounts, and identified variances.
Department Supervisor/Key Carrier
Kohls Department Store
10.2015 - 03.2017
- Completed store opening and closing procedures.
- Counted out cash drawers and balanced totals.
- Trained and mentored new employees.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Kept store clean and organized to provide shoppers with pleasant experience.
- Opened inventory boxes and restocked shelves.
- Oversaw team of 10 employees.
Education
High School Diploma -
Foothill High School
Sacramento, CA06.2014
Skills
- Accurate Recordkeeping
- Operational Efficiency
- Reading Comprehension
Timeline
Member Service Representative
Western Health Advantage
02.2023 - Current
Call Center Lead
Horne LLC
05.2020 - 06.2023
Call Center Supervisor/Trainer
Gap In
10.2018 - 03.2020
Receiving Manager
Burlington Coat Factory Department Store
03.2017 - 10.2018
Department Supervisor/Key Carrier
Kohls Department Store
10.2015 - 03.2017
High School Diploma -
Foothill High School
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