Catherine Reid
Norwood
Summary
Leveraged software proficiency in Windows, Word, PowerPoint, email, and internet applications to enhance operational efficiency. Championed mediation and problem-solving initiatives to foster positive patron experiences. Acknowledged for dedication to customer service, attention to detail, and professional follow-up practices.
Overview
32
32
years of professional experience
Work History
Client Liaison-Internal Medicine
Angell Animal Medical Center/MSPCA
07.2010 - 07.2023
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Referred unresolved customer grievances to designated departments for further investigation
- Managed high call volume with tact and professionalism
- Acted professionally and patiently when addressing negative customer feedback
Member Services Representative
Elite Health & Fitness
08.2009 - 03.2010
- Assisted members with questions regarding their membership.
- Communicated information clearly and accurately.
- Communicated with customers daily.
- Build rapport and trust quickly with clients and colleagues.
- Handled customer inquiries and complaints.
- Directed inbound and outbound call activities.
- Provided superior customer service and product quality while demonstrating attention to detail, flexibility and innovation in resolving problems.
- Possess effective communications skills, and work well with others at all levels.
- Dealt tactfully and effectively with difficult customers.
- Performed all aspects of customer service and satisfaction, including answering busy multi-line phone system, coordinating special promotions, and providing detailed information for various products.
Fitness Staff
LA Fitness
01.2009 - 07.2009
- Committed to assistance and support of others while maintaining cheerful and helpful attitude
- Built rapport with members through effective and precise communication
- Presented cheerful and helpful manner with members and colleagues
- Maintained positive member relationships
- Conducted tours of facilities and site operations
- Managed reception, data entry, telephone inquiries, filing, daily banking, mail receipt and distribution
- Greeted members, answered inquiries, provided information, resolved problems, and handled various administrative activities
Caregiver
Caregiver For Relative
01.2003 - 01.2008
- Served as a liaison between patient, family, physicians, and other health care professionals, problem-solving and complaint resolution, enhancing patient emotional and physical comfort.
- Monitored vital signs, assessed change in status, provided personal care and changed non-sterile dressings.
- Established good rapport and assisted with all aspects of daily living for homebound patient.
Assistant Manager
Norm Resha's Collectibles
01.1997 - 01.2003
- Skillfully resolved all customer service issues to mutual satisfaction.
- Maintained electronic banking operations.
- Managed daily operations of collectibles store, specializing in Boston sports merchandise.
Sales Associate
Decor Images
01.1997 - 01.1998
- Developed close and personal relationships with clients to ensure customer loyalty and retention.
- Marketed and sold framed artwork in an upscale boutique.
- Acquired an expertise in customer service and "closing the sale".
Receptionist
Miracle Ear
01.1992 - 01.1996
- Assisted clients through an accurate assessment of needs
- Accepted increasing responsibility demonstrating flexibility and ability to learn quickly
- Accustomed to fast-paced, high-pressured positions, demonstrated ability to prioritize multiple tasks, meet deadlines, and provide quality service
- Acquired excellent communication and interpersonal skills with the public and coworkers
- Answered inbound calls, assisted customers with account information, placed orders, set up service appointments, and assisted customers with technical support
Education
High School Diploma - undefined
Walpole High School
Walpole, MA01.1990
Skills
- Demonstrated resilience and problem-solving skills while managing stressful scenarios
- Mastered new tools and methodologies promptly, contributing to project success and innovation
- Executed tasks effectively using Microsoft Windows, ensuring seamless operation and support for various applications
- Exhibited exceptional communication skills by effectively conveying complex information to diverse audiences
- Engaged with clients to understand needs and deliver tailored solutions, fostering long-term partnerships
- Achieved improved communication flow through effective management of multi-line phone systems Enhanced customer satisfaction by optimizing call handling procedures Fostered a collaborative environment by training team members on phone system functionalities
- Engaged actively with team members to drive project success and maintain high morale
- Fostered a productive team environment by consistently delivering reliable support and cooperation
- Administered personalized care plans to address specific needs and improve quality of life
- Enhanced client satisfaction by delivering compassionate companionship and emotional support Achieved improved mental well-being through dedicated engagement and active problem-solving Strengthened community ties by fostering supportive relationships among clients
Timeline
Client Liaison-Internal Medicine
Angell Animal Medical Center/MSPCA
07.2010 - 07.2023
Member Services Representative
Elite Health & Fitness
08.2009 - 03.2010
Fitness Staff
LA Fitness
01.2009 - 07.2009
Caregiver
Caregiver For Relative
01.2003 - 01.2008
Assistant Manager
Norm Resha's Collectibles
01.1997 - 01.2003
Sales Associate
Decor Images
01.1997 - 01.1998
Receptionist
Miracle Ear
01.1992 - 01.1996
High School Diploma - undefined
Walpole High School