Kathryn Cahill
Freeman
Summary
Dynamic leader and adept problem-solver with proven success in training and team development at Philadelphia Insurance Companies. Excelled in project management and software troubleshooting, enhancing workflow efficiency and customer satisfaction. Skilled in Microsoft Office and known for exceptional organizational and communication abilities, consistently achieving high-quality standards.
Overview
14
14
years of professional experience
Work History
Resource Support Representative
Philadelphia Insurance Companies
06.2018 - Current
- Develops and facilitates team building, time management, and training programs for new and existing employees.
- Assist in testing new systems to ensure their effectiveness for the department.
- Created and implemented a comprehensive training program for the Customer Service Department.
- Regularly maintained and updated procedures, communication templates, and standard operating procedures (SOPs).
- Monitored staff interactions with customers to provide real-time coaching.
- Responded promptly to all incoming requests for assistance from customers.
- Improved internal processes to increase customer response times and employee productivity.
- Resolved escalated customer complaints in a timely manner.
- Provided technical support to customers via phone, email and chat.
- Applied account feedback to identify service deficiencies and develop solutions.
- Provide additional training to team members as required.
- Support the team by addressing daily inquiries, and assisting in resolving escalated customer issues.
- Provide daily updates to the team, as necessary.
- Maintained comprehensive records of progress and accomplishments using Excel.
- Demonstrates strong multitasking abilities, effective project management, and meticulous attention to detail.
- Conducted weekly quality assessments for each team member.
- Support the department with development and testing of any new system that is launched by the company to ensure of a successful go live.
- Build and report test cases to teams to ensure the effectiveness of each system during the UAT testing period.
- Established strong interdepartmental connections to enhance workflow efficiency.
Senior Contact Center Representative
Philadelphia Insurance Companies
12.2014 - 04.2017
- Managed high volumes of incoming and outgoing calls.
- Utilized conflict resolution techniques to address and resolve client issues and complaints.
- Delivered outstanding customer service by exhibiting patience, compassion, and attentiveness.
- Consistently achieved high-quality standards and production targets.
- Able to think creatively in high-pressure situations and offer solutions to unforeseen challenges.
- Proven ability to engage positively with diverse individuals in various scenarios.
- Assigned daily tasks to team members, ensuring they have the necessary tools to address issues.
- Researched and resolved customer concerns that required special attention.
- Conducted weekly quality assessments for each team member.
- Maintained comprehensive records of progress and accomplishments using Excel.
- Support the team by addressing daily inquiries and assisting in resolving escalated customer issues.
Team Lead
Favorite HealthCare Staffing Inc.
02.2011 - 11.2014
- Experienced team leader with a track record in supervision and training.
- Proficient in scheduling, record-keeping, and data entry practices.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Maintained positive working relationship with fellow staff and management.
- Trained new staff in relevant processes and procedures.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
Education
High School Diploma -
Belton High School
Belton, MO05-2009
Skills
- Training, Development, Aptitude
- Strong communication skills
- Leadership skills
- Complex problem-solving skills
- Excellent organizational, planning, and presentation skills
- Proficient in Microsoft Office, including Visio
- Coaching and development
- Project management
- Software troubleshooting
- System testing
- Team development
- Document management
- Training and mentoring
Timeline
Resource Support Representative
Philadelphia Insurance Companies
06.2018 - Current
Senior Contact Center Representative
Philadelphia Insurance Companies
12.2014 - 04.2017
Team Lead
Favorite HealthCare Staffing Inc.
02.2011 - 11.2014
High School Diploma -
Belton High School
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